Patient Services Case Management Lead

Intellia•Cambridge, MA

1d•Hybrid

About The Position

Our mission is to develop curative genome editing treatments that can positively transform the lives of people living with severe and life-threatening diseases. Beyond our science, we live our four core values: One, Explore, Disrupt, Deliver and feel strongly that you can achieve more at Intellia. We have a single-minded determination to excel and succeed together. We believe in the power of curiosity and pushing boundaries. We welcome challenging thoughts and imagination to develop innovative solutions. And we know that patients are counting on us to make the promise a reality, so we must maintain high standards and get it done. We want all of our people to go beyond what is possible. We aren’t constrained by typical end rails, and we aren’t out to just “treat” people. We’re all in this for something more. We’re driven to cure and motivated for change. Just imagine the possibilities of what we can do together. The Patient Services Case Management Lead (Director level) is a people leader responsible for building and leading Intellia’s Nurse Case Manager (NCM) team supporting a one-time, intravenous (CRISPR) gene-editing therapy in Hereditary Angioedema (HAE). This role ensures NCMs deliver consistent, compliant, non-promotional Patient and caregiver support, including education, treatment readiness logistics, and longitudinal follow-up, while maintaining clear escalation pathways to Medical Information, Pharmacovigilance (PV), Quality, and Legal/Compliance. The Director owns NCM staffing strategy, onboarding and ongoing training, quality monitoring, documentation standards, and performance management. The role partners closely with Patient Access Liaisons (PALs), the hub vendor, Market Access leadership, Medical, Safety, and Compliance to ensure a compliant, compassionate, and outstanding Patient Support operating model.

Requirements

Ability to hire, motivate and retain top talent
Ability to provide high-touch, non-promotional Patient education and care coordination
Ability to navigate benefits verification, prior authorizations, and appeals
Ability to coordinate care across providers, specialty pharmacies, and internal teams
Ability to identify and resolve access, adherence, and care barriers
Ability to communicate clearly with patients, caregivers, and healthcare providers
Ability to document cases accurately in CRM or case management systems
Complex problem-solving and care coordination
Excellent written and verbal communication skills
Strong attention to detail
Cultural sensitivity and compassionate patient care
Ability to work independently in a field-based environment
Active, unrestricted U.S. Registered Nurse (RN) license OR Licensed Social Worker (LSW) or above
Bachelor’s degree required
8+ years of experience in Patient Services, case management, nursing leadership, or specialty/rare disease support programs, including 3+ years of people leadership.
Deep familiarity with HIPAA, minimum-necessary standards, and operational boundaries for non-promotional Patient support roles.
Experience with adverse event/product complaint identification and reporting workflows in a Patient Support environment.
Strong operational rigor: documentation standards, quality monitoring programs, and audit-ready practices.
Comfortable working cross-functionally in a matrixed biotech environment; strong written and verbal communication skills.
Proficiency with CRM/case management platforms and call center/telephony tools; ability to use data to drive performance.
Familiarity with reimbursement pathways, patient financial assistance programs, and payer dynamics in specialty/rare diseases.

Nice To Haves

BSN or LCSW preferred
Demonstrated experience supporting complex therapies with high-stakes access and administration pathways (e.g., infusion, specialty, rare disease, cell and gene therapy) preferred.
Previous experience in Cell and or/Gene Therapy (CGT) preferred
Buy and Bill experience

Responsibilities

Recruit, hire, onboard, and lead a high-performing team of Nurse Case Managers; establish clear expectations, coaching cadence, and development plans.
Translate program strategy into day-to-day execution standards, including case documentation norms, call handling expectations, and escalation decision trees.
Design coverage plans for PTO/leave to ensure continuity of patient support without creating duplication, unauthorized outreach, or gaps in follow-up.
Serve as the escalation point for complex Patient situations involving readiness barriers, coordination questions, or sensitive communications (within non-clinical boundaries).
Own the NCM training program and training log governance (initial onboarding, continuing education, annual compliance refresh); coordinate with Training, Compliance, and vendor partners as needed.
Define and maintain NCM quality monitoring: call quality review, case note auditing, coaching feedback loops, and corrective action plans.
Ensure consistent Patient education delivery aligned to approved materials and talk tracks; reinforce that NCMs do not provide medical advice or clinical decision-making.
Oversee longitudinal follow-up approach for a one-time therapy (post-infusion milestones, patient check-ins, long-term follow-up routing) in alignment with Intellia policy and study/registry requirements (as applicable).
Partner with PAL leadership to align on handoffs, boundaries, and escalation routing between access resolution and Patient education/training readiness topics.
Partner with hub leadership to align intake workflows, case triage, documentation expectations, and service-level performance impacting NCM work.
Coordinate with Medical Affairs / Medical Information for clinical inquiry routing and response standards; ensure closed-loop documentation in the system of record.
Coordinate with Safety/PV and Quality for adverse event and product complaint identification, documentation, and timely reporting, including refresher training for NCMs.
Work with Legal/Compliance to operationalize HIPAA minimum-necessary standards, PHI privilege by role, and monitoring controls.
Own NCM workflow design inputs to the Customer Relationship Management (CRM) system, including required fields, case states, closure codes, and analytics-ready reasons.
Use dashboards and case analytics to identify drivers of variability (rework, repeat outreach, missed follow-ups), and implement process improvements.
Support budget and resource planning for the NCM function, including vendor spend tied to training/quality tools where applicable.
Adhere to all company policies, standard operating procedures, and compliance requirements.
Maintain strict Patient privacy and confidentiality in accordance with HIPAA and applicable regulations.
Fulfill all pharmacovigilance and adverse event reporting obligations in a timely and compliant manner.
Operate within non-promotional guidelines and approved program scope at all times.