Order Manager, Patient Support (Contract)

Vertex Pharmaceuticals • Boston, MA

1d • $65 - $75 • Hybrid

About The Position

The Order Manager will be part of the patient support business unit at Vertex, within the cell & gene therapy care management team. This role is responsible for the end-to-end coordination and on-time delivery of Casgevy™ (exagamglogene autotemcel; exa-cel) orders, an FDA-approved gene therapy indicated for sickle cell disease (SCD) and transfusion-dependent thalassemia (TDT). Successful execution in this role requires extraordinary coordination across a broad network of internal and field-based colleagues. The Order Manager works in close partnership with Gene Therapy Account Managers (GTAMs), Apheresis and Infusion Specialists (AISs), Treatment Center Activation and Engagement Leads (AELs), and Access and Reimbursement Leads (ARLs), and Patient Support Specialists (PSSs) as well as shipping & logistics, manufacturing, and patient support vendors. Together, this network drives the seamless coordination of each order from initiation through to patient infusion. The Order Manager serves as the central operational hub for their assigned Authorized Treatment Centers (ATCs), ensuring order milestones are met, timelines are actively monitored and adjusted, and that ATCs are kept informed with clear, compassionate communication. This role is primarily focused on order management. This role reports to the Director, Cell & Gene Therapy Care Management. This position will be based out of our company headquarters in Boston, MA, in a hybrid model (3 days onsite, 2 days remote), with flexibility.

Requirements

• Bachelor's degree in relevant discipline
• 5–7 years of combined educational/work experience in any combination of the following: Gene therapy, cell therapy, or specialty biologics experience in an operational or order management capacity
• Operations, supply chain, or logistics experience, preferably in a specialty or rare disease setting
• Customer account management, particularly with clinical or treatment center accounts
• Experience coordinating across large cross-functional teams including field-based colleagues
• Familiarity or experience working with the SCD and/or TDT patient communities
• Experience supporting a specialty or gene therapy product in a commercial setting
• Exceptional organizational skills and ability to manage multiple complex, time-sensitive orders simultaneously without losing track of details
• Strong customer service orientation; able to build trusted, long-term relationships with ATC teams built on consistency and follow-through
• Demonstrated ability to coordinate effectively across large, matrixed teams including internal functions and field-based colleagues
• Comfortable leading difficult conversations with customers in high-stakes situations, including manufacturing delays or disruptions, with empathy and professionalism
• Excellent written and verbal communication skills; able to translate complex operational updates into clear, compliant messaging for diverse audiences
• Strong analytical and problem-solving skills; able to monitor timelines, identify risks early, and drive proactive mitigation
• Experience working with logistics partners and understanding of specialty drug shipping requirements
• Comfortable working in a fast-paced, evolving environment where priorities shift and sound judgment under pressure is essential
• Some travel may be required for live interactions with Authorized Treatment Center representatives

Responsibilities

• Own end-to-end order coordination and on-time delivery for an assigned territory of Authorized Treatment Centers (ATCs), managing all milestones from patient record creation and apheresis scheduling through manufacturing, quality review, drug product shipment, receipt and inspection at the ATC, and through to infusion
• Serve as the primary operational point of contact for ATCs, building trusted relationships through transparent, empathetic, and solutions-oriented communication, including leading difficult conversations during challenges or disruptions, sharing regular patient status updates, and preserving trust
• Support ATCs with order management processes and systems, including order portal navigation, user access, and operational workflows.
• Partner with Patient Support Specialists (PSSs) to build Authorized Treatment Center (ATC) team awareness of the CASGEVY patient support program and available resources, share patient enrollment and support status updates, and relay relevant ATC updates back to PSSs to enable individualized patient support.
• Coordinate extensively with field colleagues — Gene Therapy Account Managers (GTAMs), Treatment Center Activation and Engagement Leads (AELs), Access and Reimbursement Leads (ARLs), and Apheresis and Infusion Specialists (AIs) — to align on order status, anticipate risks, and drive timely resolution of issues
• Monitor manufacturing and coordinate apheresis and drug product delivery timelines with ATCs, while partnering with Shipping & Logistics to ensure on-time delivery and resolve logistical issues.
• Triage order deviations, inform appropriate stakeholders, and drive resolution in a compliant and timely manner, and escalate to management as warranted
• Maintain accurate records of order activity and customer communications in the CRM platform; share ATC insights with cross-functional partners to contribute to process and system improvements
• Remain compliant and knowledgeable of required trainings, standard operating procedures (SOPs), and work instructions (WIs)
• Maintain confidentiality of patient health information and act in compliance with all applicable laws, regulations, and Vertex Company policies

Benefits

• compensation, medical benefits, fringe benefits and other terms and conditions of employment shall be presented by the third-party agency partner upon offer.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level