Case Manager, Patient Services

Accountabilities

• Work directly with patients and caregivers to facilitate access to prescribed therapies and provide personalized support throughout the case-management process.

• Build trusted relationships with patients, caregivers, healthcare professionals, patient engagement teams, field sales teams, payers, specialty pharmacies, and other stakeholders.

• Navigate insurance coverage, prescriptions, prior authorizations, appeals, peer-to-peer reviews, and other healthcare-access requirements.

• Manage all aspects of assigned patient cases, including timely follow-up, documentation, information sharing, and coordination of resources.

• Identify and resolve access barriers quickly, using sound judgment and creative problem-solving to support continuity of care and adherence.

• Accurately interpret insurance, prescription, and health-related documentation and enter case information into CRM systems efficiently and accurately.

• Maintain confidentiality of patient health information and comply with applicable laws, regulations, standard operating procedures, and business rules.

• Report adverse events and product quality complaints according to established procedures.

• Perform administrative activities such as mailing, faxing, documentation, and other case-support tasks.

• Develop and maintain subject-matter expertise in rare diseases, including disease conditions, treatments, patient and caregiver communities, and relevant support resources.

• Share knowledge with teammates and Team Leaders and apply rare-disease expertise to help drive positive patient outcomes.

• Collaborate effectively with internal and external partners while adapting to changing priorities and maintaining a high level of service.

Requirements

• Bachelor’s degree plus 3–5 years of case management experience, or an equivalent combination of education and relevant experience.

• Required experience working within an orphan or rare-disease biotechnology environment.

• Demonstrated case-management or related experience involving strong problem-solving, solution development, and patient support.

• Working knowledge of pharmacy billing, prior authorizations, appeals, and peer-to-peer review processes.

• Strong ability to anticipate patient needs and respond quickly, flexibly, and creatively to complex situations.

• Excellent verbal and written communication skills, active listening abilities, and a clear, professional communication style.

• Strong organization and time-management skills, with the ability to manage and prioritize multiple cases and tasks.

• Ability to work independently while collaborating effectively with internal and external stakeholders.

• Proficiency with Microsoft Office and the ability to learn and navigate CRM systems and business processes quickly.

• Strong attention to detail and accuracy when entering and maintaining sensitive patient information.

• Ability to adapt effectively within a fast-changing environment while maintaining professionalism and patient focus.

• Bilingual Spanish-language skills are a plus.

• Pharmacy Technician credentials, healthcare provider office-management experience, experience working with sales representatives, or a Registered Dietitian license are preferred but not required.

• Ability to travel domestically up to 10% of the time.

Benefits

• Expected base salary range of $81,500–$102,600, with final compensation dependent on education, background, experience, and internal equity.

• Eligibility for short- and long-term incentive programs.

• Medical, dental, and vision benefits for eligible employees.

• Retirement savings plans.

• Remote work arrangement within the United States.

• Opportunity to contribute directly to patient access and support within the rare-disease healthcare environment.

• Inclusive workplace committed to fair treatment and equal employment opportunity.