Patient Services Manager, Global Rare Diseases

Date: Nov 21, 2024

Department: Patient Services

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 people’s quality of life by acting responsibly towards society and the environment, the Group research, develops and markets innovative drugs in its three therapeutic areas: AIR (products and services that promote respiration, from new-born to adult populations), RARE (treatment for patients with rare and ultra-rare diseases) and CAR 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

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

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 one’s employment, including hiring, transfer, promotion, compensation, eligibility for benefits and termination.

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