Senior Case Manager- Specialty
Biogen
Summary
As a Senior Case Manager in Patient Services, you will join a dynamic team dedicated to facilitating access to our treatments by overcoming non-clinical challenges and ensuring compliance with regulatory standards. This role involves acting as the primary liaison between patients, healthcare providers, and various partners, guiding them through the complexities of accessing prescribed medications. Your goal will be to provide empathetic, patient-focused care from the initiation to the closure of each case.
Job description
About This Role
As a Senior Case Manager in Patient Services, you will join a dynamic team dedicated to facilitating access to our treatments by overcoming non-clinical challenges and ensuring compliance with regulatory standards. This role involves acting as the primary liaison between patients, healthcare providers, and various partners, guiding them through the complexities of accessing prescribed medications. Your goal will be to provide empathetic, patient-focused care from the initiation to the closure of each case.
What You’ll Do
- Build trusted relationships with patients and healthcare providers through proactive communication and timely execution of deliverables.
- Leverage a thorough understanding of program services to align support with the unique needs of each patient.
- Deliver personalized case management, including inbound and outbound communication with patients and HCPs regarding non-clinical access challenges.
- Provide personalized reimbursement support, including benefit investigations, prior authorization information, and financial assistance program determination.
- Conduct necessary benefits, coverage, and payer research to ensure compliance with appeal policies and timelines.
- Adhere to all standard operating procedures and departmental guidelines.
- Travel up to 20% to support program operations.
- Meet and exceed performance metrics and quality standards to achieve business objectives.
- Perform other duties as assigned.
Who You Are
You are a compassionate and detail-oriented individual with a passion for helping others. Your strong interpersonal skills enable you to listen well and communicate fluently, making you an effective advocate for patients and healthcare providers. You are service-oriented, anticipating and meeting the needs of those you support. Your persistence and problem-solving abilities drive you to achieve results, even in the face of obstacles. You are organized and adaptable, comfortable with process improvement and change management, and you proactively identify trends to communicate to leadership and partners.
Required Skills
- A minimum of 3 years of customer service, patient services, case management, or related experience in a healthcare environment.
- Proficient in reimbursement processes, including benefit investigations and payer reimbursement policies.
- Strong knowledge of the managed care industry, including government payers.
- Demonstrated investigational and analytical skills.
- Ability to work effectively under pressure and prioritize tasks in a fast-paced environment.
- Strong interpersonal skills for patient support and education.
- Technical proficiency in Microsoft Office Products and CRM systems.
- Bilingual (English and Spanish) skills are a plus.
- High school degree required; Bachelor’s Degree preferred.
Preferred Skills
- Experience with process improvement and change management.
- Ability to work collaboratively in a team structure.
- Familiarity with protecting patient privacy in various work environments.
Requirements
- A minimum of 3 years of customer service, patient services, case management, or related experience in a healthcare environment.
- Proficient in reimbursement processes, including benefit investigations and payer reimbursement policies.
- Strong knowledge of the managed care industry, including government payers.
- Demonstrated investigational and analytical skills.
- Ability to work effectively under pressure and prioritize tasks in a fast-paced environment.
- Strong interpersonal skills for patient support and education.
- Technical proficiency in Microsoft Office Products and CRM systems.
- Bilingual (English and Spanish) skills are a plus.
- High school degree required; Bachelor’s Degree preferred.
Benefits
- Medical, Dental & Vision
- Life Insurance
- Fitness & Wellness Programs
- Short- & Long-Term Disability
- Paid Vacation
- Paid Holidays
- Paid Sick Time
- Paid Maternity & Parental Leave
- 401(k) Matching
- Employee Stock Purchase Plan
- Tuition Reimbursement
- Employee Resource Groups
Company overview
Founded in 1978, Biogen is a leading global biotechnology company headquartered in Cambridge, Massachusetts, specializing in the development and commercialization of innovative therapies for serious neurological and neurodegenerative diseases. As one of the oldest independent biotechnology companies in the United States, Biogen has established itself as a pioneer in neuroscience, focusing on difficult-to-treat conditions where few or no treatment options exist. The company's portfolio includes groundbreaking treatments for multiple sclerosis, spinal muscular atrophy, Alzheimer's disease, ALS, and Friedreich's ataxia. With approximately 7,000 employees worldwide, Biogen operates through a global network that includes research and development hubs in Cambridge, Research Triangle Park in North Carolina, and South San Francisco, along with world-class manufacturing facilities in the United States and Switzerland. The company's commitment to scientific innovation is demonstrated by its Nobel Prize-winning founders and its receipt of the U.S. National Medal of Technology and Innovation. Biogen's patient-centric approach drives its mission to deliver transformative medicines that improve lives while creating sustainable value for shareholders and communities.