Patient Services Manager, Global Rare Diseases
Chiesi Group
Summary
Join Chiesi as a Patient Services Manager out of our Boston, MA office. 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.
Job description
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
Requirements
- Bachelor's degree in a Healthcare related field preferred
- 4 plus 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
Requirements
- Bachelor's degree in a Healthcare related field preferred
- 4 plus 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
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.