Patient Services Manager, Global Rare Diseases

Purpose

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.

Main 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

Experience Required

• 4+ 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.
   

Education

Bachelor’s degree in a Healthcare related field preferred