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.

Leadership Functions

  • 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

  • 15% Travel

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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Reasonable Accommodations

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.