Lead, Patient Support Services, Global Rare Diseases
Chiesi Group
Summary
The Patient Support Services Lead is responsible for the leadership, management, and day-to-day oversight of the Patient Services Case Management team within Global Rare Diseases. This individual will ensure consistent execution of patient support services, appropriate workload management, high-quality case management, and a compliant patient and provider experience. The Lead will coach and develop Case Managers, provide guidance on complex patient access and reimbursement cases, monitor team performance and quality, and identify opportunities to improve processes, training, technology, and the overall patient experience.
Job description
Responsibilities
- Lead and directly manage the Patient Services Case Management team.
- Oversee day-to-day case management activities and ensure appropriate workload distribution.
- Coach, develop, and provide ongoing feedback to Case Managers.
- Conduct regular case reviews and quality monitoring.
- Serve as the escalation point for complex patient access, reimbursement, specialty pharmacy, and provider issues.
- Ensure patients and caregivers receive consistent support throughout the access and treatment journey.
- Monitor team performance against established KPIs, service levels, and quality standards.
- Partner with Field Reimbursement, Trade & Channel, Specialty Pharmacies, Market Access, Medical, and other cross-functional teams to resolve patient access barriers.
- Identify operational gaps and implement process improvements.
- Support development and delivery of Case Manager training.
- Coordinate CRM enhancements and workflow improvements that support the case management team.
- Ensure compliance with program requirements, HIPAA, patient privacy requirements, and applicable policies.
- Support hiring, onboarding, performance management, and development of Case Managers.
- Provide leadership visibility into patient trends, barriers, escalations, and areas requiring action.
Requirements
- Minimum bachelor’s degree or higher degree in a Healthcare related field preferred
- 8+ 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
Requirements
- Minimum bachelor’s degree or higher degree in a Healthcare related field preferred
- 8+ 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
Benefits
- Comprehensive healthcare programs
- Work-life balance initiatives
- Relocation support
- Performance bonuses
- Flexible working arrangements
- Remote work options
- Tax assistance services
Company overview
Chiesi Group is a research-oriented international biopharmaceutical company headquartered in Parma, Italy, with over 85 years of experience in the pharmaceutical industry. Founded in 1935 as a family-owned business, Chiesi has grown into a global pharmaceutical group with 31 affiliates worldwide and more than 7,500 employees. The company specializes in developing and marketing innovative therapeutic solutions across three main business areas: respiratory health (AIR), rare diseases (RARE), and specialty care (CARE). Chiesi is particularly recognized for its leadership in respiratory treatments, including inhalers for asthma and COPD, as well as its growing portfolio in rare disease therapies following the acquisition of Amryt Pharma. As a certified B Corporation since 2019 and a Benefit Corporation in Italy, the US, France, and Colombia, Chiesi is committed to sustainable business practices and has set ambitious goals to achieve net-zero greenhouse gas emissions by 2035. The company invests significantly in R&D, allocating over 24% of its revenues to research and development, making it one of the top Italian pharmaceutical companies for R&D investment. With a strong global presence and a focus on patient-centered innovation, Chiesi continues to expand its therapeutic offerings while maintaining its commitment to social and environmental responsibility.