Shire Manager Patient Services in Lexington, Massachusetts
Works in a highly visible, strong team environment to provide management and leadership of a customer focused team of customer service case management professionals.
Responsible for leading a team of case managers that listens to and counsel patients and medical professionals, interpreting their specific needs and providing friendly, professional and well-informed answers to their questions. The Customer Service Case Management Team will work with patients, physician offices and partners to gain access to therapy. Maintain relationship with patients and physicians to ensure ongoing compliance with therapy.
Provides direct line management for the case management team to ensure attainment of established goals and objectives Work with Zone Directors, Regional Business Managers, Patient Services Manager and Case Managers to ensure that the team is working in concert to have patients, physician’s offices and partners gain access to therapy and ensure ongoing compliance with therapy.
Provide leadership and management to team of case management professionals
Establish goals for case managers and monitor their progress through out the year
Performance management of specific Zone
Participate in Interviewing, hiring and training
Planning, assigning and directing work loads and performance management for respective Zone Team
Interaction with field sales team to ensure customer problem resolution
Collaborate with Director of Patient Services, Case Managers, and Program Manager to develop system enhancements (CRM), training, and enhanced reporting
Responsible for daily interaction and maintaining strong relationships with Specialty Pharmacy partners
Direct interaction with Zone Directors to address issues and in a timely manner and properly align resources
Provides case managers feelings of cohesiveness and connection to sales organization
Works closely with case managers to ensure that patient/family gain access to therapy.
Ensure all case managers in zone are capturing all relevant data correctly in CRM
Provide reporting metrics to ADPS on a consistent basis in order to endure all cases are moving along in a timely fashion
Case Manager I and Case Manager II functions
Provide ongoing persistency and compliance support by making regular calls to patient/families and work with case managers on monthly initiatives to create an interaction with the patient population for specific reasons
Work with Specialty Pharmacy and insurance companies to obtain reimbursement information
Perform insurance verifications with insurance companies as required
Locate and coordinate infusion sites for patients as required
Counsel patient/family on reimbursement options
Trouble shoot and resolve ongoing reimbursement issues (insurance changes, PA’s, etc)
Partner with Field Sales Reps to manage all patient cases within their assigned territories
Answer patient and medical office inquiries and resolve customer problems
Manage patient assistance requests and work with partners to process applications
Attend patient meetings and represent Shire HGT at industry conferences
Travel to sales meetings and medical offices as necessary
Responsible for maintaining case history for all assigned patients in the CRM system
Management experience preferred
BA/BS in the life sciences or communications preferred
3 -5 years of prior case management experience required
Prior case management experience required
Reimbursement experience critical
Ability to multi task, problem solve effectively while working in a team environment
Individual must possess and portray strong emotional resilience
Management experience, leadership skills, and ability to execute high level ideas on an individual basis
Individual must possess extraordinary positive attitude, exceptional listening skills, and strong verbal and written communication skills
Ability to handle sensitive information
Excellent oral and written communication skills
Excel proficiency preferred
Reliable, conscientious and responsible
Able to manage time and balance priorities
Highly motivated, shows initiative, is proactive and able to work within a team
Ability to present in front of a group
Ability to problem solve complex reimbursement scenarios and recommend solutions
Ability to maintain composure and remain professional during difficult patient or medical calls
Strong leadership skills with the ability to be able to effective communicate and execute changes, and manage individual performance
Ability to assist with handling difficult patient cases and resolve therapy hurdles
Communicate with patients, caregivers and MD offices in a clear, accurate and sensitive manner
Ability to identify trends that maybe occurring in a specific region or zone
Equal Employment Opportunity
Shire is an Equal Opportunity Employer committed to a diverse workforce. Shire will not discriminate against any worker or job applicant on the basis of race, color, religion, gender, national origin, ancestry, age, sexual orientation, marital or civil partnership status, pregnancy, gender reassignment, non-job related mental or physical disability, genetic information, veteran status, military service, application for military service, or membership in any other category protected under law.
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Shire is committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please call 484-595-8400 and let us know the nature of your request and your contact information.
Shire is the leading global biotechnology company focused on serving people with rare diseases and other highly specialized conditions. We strive to develop best-in-class products, many of which are available in more than 100 countries, across core therapeutic areas including Hematology, Immunology, Neuroscience, Ophthalmics, Lysosomal Storage Disorders, Gastrointestinal/Internal Medicine/Endocrine and Hereditary Angioedema; and a growing franchise in Oncology.
Our employees come to work every day with a shared mission: to develop and deliver breakthrough therapies for the hundreds of millions of people in the world affected by rare diseases and other high-need conditions, and who lack effective therapies to live their lives to the fullest.