Patient Services Manager, Global Rare Diseases

Chiesi USA • Boston, MA

1d • $140,000 - $160,000 • Hybrid

About The Position

Chiesi USA Based in Parma, Italy, Chiesi is an international research-focused biopharmaceutical group with 90 years’ experience, operating in 31 countries. More than 8,000 employees across the group are united by a singular purpose: promoting a healthier world for our people, patients, and the planet. This is what drives us as we research, develop, and market innovative drugs across our main therapeutic areas. Discover more here. At Chiesi we are thinking generations ahead, driving sustainable innovation with purpose. This fosters a culture of reliability, transparency, and ethical behaviour at every level. As a Benefit Corporation and a certified B Corp, we have embedded sustainability in our bylaws and continuously measure our impact. Diversity, inclusion, and equal opportunity are at the heart of who we are. We believe our differences make us stronger. We are a vibrant ecosystem of passionate, talented individuals united by strong values, each bringing unique perspectives that help us to continuously challenge the status quo for the better. Chiesi Global Rare Diseases Chiesi Global Rare Diseases is a Chiesi Group’s business unit established in February 2020 and focused on research, development and commercialization of treatments and patient support services for rare and ultra-rare disorders, many of whom have limited or no treatments available. This unit is based in Boston, Massachusetts, with a strong synergy with the headquarters in Parma. Rare unit has a focus on research and product development for lysosomal storage diseases, rare hematology, ophthalmology disorders and rare immunodeficiencies. The unit is also a dedicated partner with global leaders in scientific research, patient advocacy and care. Discover more here . Who we are looking for This is what you will do Join Chiesi as a Patient Services Manager out of our Boston, MA office. Where you will work in a highly visible, strong team environment to provide exceptional Customer Service and, provide team support in meeting KPIs, performance metrics, and business objectives. You will listen to patients and medical professionals, interpreting their specific needs and providing friendly, professional, and well-informed answers to their questions. You will interact with patients, caregivers, physician offices, partners, and insurance companies to case manage all steps required to gain and maintain access to uninterrupted therapy. You will also maintain relationships with patients and physicians to ensure ongoing compliance with therapy.

Requirements

• Bachelor’s degree in a Healthcare related field preferred
• 4 plus years or Prior case management experience required in a patient support or healthcare management role (biopharmaceutical industry/ rare disease preferred)
• Experience with Microsoft Office programs required (Word, Excel, Power Point, Outlook, Teams)
• Ability to multitask, problem solve and work independently
• Strong understanding of patient and support services within a healthcare or corporate setting
• Reimbursement experience with the ability to communicate complex reimbursement scenarios to patients and medical professionals
• Must be comfortable with providing customer resolution over the phone and maintain professionalism and compassion at all times
• Strategic and highly organized with strong documentation practices and experience working in CRM platforms/patient databases
• High aptitude for learning complex processes and adaptability to change
• Ability to collaborate effectively with cross-functional teams and external stakeholders.

Responsibilities

• Support patients/family throughout case manage all steps required to gain access to therapy
• Act as the liaison with medical offices, by providing timely updates on patient treatment status, as needed to the patient’s healthcare provider’s office
• Work with Specialty Pharmacy and insurance companies to obtain reimbursement information
• Request benefit information with insurance companies as required.
• Counsel patient/family on reimbursement options
• Manage patient transition to Chiesi products.
• Work with nurses to provide injection/infusion training to patients
• Responsible for maintaining case history for all assigned patients in the CRM system
• Trouble shoot and resolve ongoing reimbursement issues (step edits, insurance changes, Prior Authorization, Appeals, etc.) in partnership with Field Reimbursement Directors
• Partner with Key Account Managers and Field Reimbursement Directors to manage all patient cases within their assigned territories
• Professionally field incoming telephone calls while making a positive impression
• Answer patient and medical office inquiries and resolve customer issues
• Provide ongoing and compliance support by making regular calls to patient/families
• Manage patient assistance requests and work with partners to process applications
• Provide back-up coverage and support for other Patient Service Managers
• May attend patient meetings and represent Chiesi at industry conferences
• Travel to sales meetings and medical offices as necessary
• Accurately monitor, identify, and problem-solve around escalated and one-off patient access and reimbursement issues. Refer to Patient Services Lead (PSL) and/or appropriate Patient Services personnel for follow-up, as indicated.
• Identify patterns with issues that signal heightened Patient Services leadership follow-up

Benefits

• We provide top-class benefits, including comprehensive healthcare programs, work-life balance initiatives, and robust relocation support.
• Our salary package is competitive, comprising a basic salary, performance bonuses, and benefits benchmarked against the external market.
• Additionally, we offer flexible working arrangements, remote work options, and tax assistance services for foreign colleagues, all designed to help you thrive.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1,001-5,000 employees