What are the responsibilities and job description for the LEAD, CASE MANAGEMENT, GLOBAL RARE DISEASES position at Chiesi?

Lead, Case Management, Global Rare Diseases

Date : Oct 2, 2024

Department : US Sales

Job Type : Direct Employee

Team : Mktg, Market Access, Bus. Excellence & Med. Affair

Contract Type : Permanent

Location : Boston, MA, US

About us_

Based in Parma, Italy, Chiesi is an international research-focused pharmaceuticals and healthcare group with over 85 years experience, operating in 30 countries with more than 6,000 employees (Chiesi Group). To achieve its mission of improving peoples quality of life by acting responsibly towards society and the environment, the Group research, develops and markets innovative drugs in its three therapeutic areas :

products and services that promote respiration, from new-born to adult populations),

RARE

treatment for patients with rare and ultra-rare diseases) and

E (products and services that support special care and consumer-facing self-care).

We are proud to be the largest global pharmaceutical group to be awarded

B Corp Certification

a recognition of

high social and environmental standards.

We are a

reliable

company that adopts and promotes

transparent ethical behavior

at all levels.

We are committed to

embrace diversity, inclusion and equal opportunities.

In fact, we are a global family made up of different cultures, different genders, generations, ethnicities, abilities, sexual identities and many other enriching diversities.

Chiesi USA_

Chiesi USA is a specialty pharmaceutical company focused on developing and promoting products for the hospital, adjacent specialty and rare disease markets. We are a B Corp and Benefit company awarded Top Employer status for six consecutive years and certified as a Great Place to Work.

At Chiesi, we share an entrepreneurial spirit and act as a force for good, pursuing high social and environmental standards, to ensure the wellbeing of our people, patients, and communities. We offer a work environment where professionals have the opportunity to build a purposeful career focused on helping others while achieving a fulfilling work-life balance, meeting exciting challenges, and engaging in important and rewarding work.

What we offer_

Chiesi offers competitive benefits, services, and programs that enrich the personal and professional lives of our employees. Our shared values of passion, innovation, trust and integrity bring out the individual talents and diverse perspectives of each of our colleagues. Our environment encourages each individual to reach his or her full potential and drive outstanding results. We celebrate that Every one of us is different. Every one of us is Chiesi.

Who we are looking for_

Purpose

The Lead, Case Management is responsible for ensuring consistent, efficient, and quality Patient Services Operations in collaboration with the boarder Patient Services Team. Overseeing the internal Patient Services team, this contributor will ensure a compliant patient and customer experience. This person will provide leadership to a highly visible team of customer service team leaders and case management professionals. Ensure that clear goals and objectives are set for the group and that they are being executed against on a daily basis. Responsible for providing strategic direction and identifying opportunities to improve team skill sets and overall service offerings.

Main Responsibilities

Providing leadership and management to customer service team leaders and customer service case management professionals.

Support Patients and family throughout all steps required to gain access to therapy

Manage day-to-day patient access and support services focused on internal team members and case management

Accountable for internal team performance to key metrics and quality standards

Regularly coaches and provides feedback to team based on regular case reviews and quality monitoring

Executes business objectives related to Patient Services Operational excellence

Develops necessary Patient Services Trainings for internal and external teams

Identify, develop and implement key service model improvements through collaboration with the Field Reimbursement Directors, National Account, Sales and Marketing teams based on the needs of internal and external key stakeholders.

Planning, assigning, and directing workloads and performance management for respective teams.

Interaction with field sales team to ensure customer problem resolution

Trouble shooting and providing advice to case managers on difficult cases

Coordinate process changes and CRM improvements with managed services

Ensures individual and program compliance with all laws, regulations, and policies that govern the conduct of patient support programs or activities and patient privacy.

Team will be responsible for :

Working closely with patients and caregivers to gain access to therapy including entry of patient intake information

Working with Payers, Specialty Pharmacy and other partners to obtain reimbursement information

Counseling patient / family on reimbursement options

Partnering with Field Reimbursement Directors to ensure patient and medical office problem resolution

Acting as the liaison with medical offices and hospitals

Professionally field incoming telephone calls while making a positive impression

Answering client inquiries and resolving client problems

Providing ongoing persistency and compliance support

Experience Required

5 years of direct 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)

Expertise in Patient Services and Call center operations

Expertise in patient focused programs with HIPAA regulations and patient privacy policies

Expertise in Reimbursement / policy landscape critical

Reimbursement experience with the ability to communicate complex reimbursement scenarios to patients and medical professionals

High aptitude for learning complex processes and adaptability to change

Patient-focused

Education

Minimum bachelors degree or higher degree in a Healthcare related field preferred

Chiesi USA is an equal opportunity employer committed to hiring a diverse work force at all levels of our business. All qualified applicants receive consideration for employment without regard to race, national origin, age, sex, religion, disability, sexual orientation, marital status, veteran status, gender identity or expression or any other basis protected by local, state or federal law. This policy applies with regard to all aspects of ones employment, including hiring, transfer, promotion, compensation, eligibility for benefits and termination.

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Nearest Major Market :

Boston

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