Lead Case Management Coordinator, Patient Services Rare Disease

About the role

The Lead Case Manager- Rare Disease position supports the Acquisition, Access, and Adherence processes for Biogen's products in the Rare Disease therapeutic area. This role requires leadership and urgency to support patients battling fatal genetic disorders.

Responsibilities

• Collaborate with internal Field team, caregivers, healthcare providers, hospitals, service partners, insurance payers, and channel partners to support patients starting and maintaining therapy.
• Engage with cross-functional stakeholders and caregivers to resolve patient non-clinical barriers such as insurance coverage, reimbursement, financial limitations, site of care logistics, procurement/distribution issues, and understand the HCP prescribing account, administration site of care center, and payer approval process.
• Problem-solve and work cross-functionally with other teams on complex patient cases, differentiating from other case managers in Patient Services by their ability to manage these challenges.
• Initiate first patient contact after receiving a Start Form to introduce next steps and support all incoming customer calls.
• Coordinate subsequent dosing, confirm product shipments (with SOC and SP/SD), monitor existing patients for PA/re-auth, and proactively alert the team to obstacles to ensure patients are ready and compliant for dosing appointments.
• Manage support services for patients including FA enrollment, PAP, interim dose orders, copay attestation receipt, travel assistance, mobile labs, and entering AE reports.
• Prepare Pre-Huddle Calls with FAM to prioritize patients and disseminate dashboards to the team to effectively identify and remove bottlenecks.
• Act as the primary point of contact for patients, caregivers, healthcare providers, sites of care, channel partners, BIIB Family Access Managers, and Rare Disease Account Executives, and other BIIB partner and vendor teams to support patients' usage of Biogen's support programs, in assigned geographical regions.
• Identify and support the resolution of patient access barriers including insurance coverage, reimbursement, financial limitations, site of care, procurement/distribution issues.
• Drive revenue through accountability to quality and performance metrics goals, meeting KPIs and adherence metrics targets as established by Patient Services Leadership.
• Maintain and expand clinical, database, and process knowledge by completing required/continuous trainings, addressing customer product complaints, and handling adverse event submissions.
• Support projects in support of rare disease patients such as PIQ management, TAP, financial assistance, mobile labs, process improvements, UAT testing, etc., including ownership of deliverables and pull-through.
• Work cross-functionally to identify and support the resolution of patient access barriers including insurance coverage, reimbursement, financial limitations, site of care, procurement/distribution issues.
• Manage relationships with caregivers to ensure a simple and supportive experience, providing emotional support as appropriate for caregivers and collaborating with them to allow for forward progress.
• Up to 15% of work time focused on projects in support of rare disease patients (PIQ management, TAP, financial assistance, mobile labs, process improvements, UAT testing, etc.), including ownership of deliverables and pull-through.
• Drive revenue through accountability to quality and performance metrics goals, meeting KPIs and adherence metrics targets as established by Patient Services Leadership.
• Maintain and expand clinical, database, and process knowledge by completing required/continuous trainings, addressing customer product complaints, and handling adverse event submissions.
• Support projects in support of rare disease patients such as PIQ management, TAP, financial assistance, mobile labs, process improvements, UAT testing, etc., including ownership of deliverables and pull-through.
• Work cross-functionally to identify and support the resolution of patient access barriers including insurance coverage, reimbursement, financial limitations, site of care, procurement/distribution issues.
• Manage relationships with caregivers to ensure a simple and supportive experience, providing emotional support as appropriate for caregivers and collaborating with them to allow for forward progress.
• Up to 15% of work time focused on projects in support of rare disease patients (PIQ management, TAP, financial assistance, mobile labs, process improvements, UAT testing, etc.), including ownership of deliverables and pull-through.
• Drive revenue through accountability to quality and performance metrics goals, meeting KPIs and adherence metrics targets as established by Patient Services Leadership.
• Maintain and expand clinical, database, and process knowledge by completing required/continuous trainings, addressing customer product complaints, and handling adverse event submissions.
• Support projects in support of rare disease patients such as PIQ management, TAP, financial assistance, mobile labs, process improvements, UAT testing, etc., including ownership of deliverables and pull-through.
• Work cross-functionally to identify and support the resolution of patient access barriers including insurance coverage, reimbursement, financial limitations, site of care, procurement/distribution issues.
• Manage relationships with caregivers to ensure a simple and supportive experience, providing emotional support as appropriate for caregivers and collaborating with them to allow for forward progress.
• Up to 15% of work time focused on projects in support of rare disease patients (PIQ management, TAP, financial assistance, mobile labs, process improvements, UAT testing, etc.), including ownership of deliverables and pull-through.
• Drive revenue through accountability to quality and performance metrics goals, meeting KPIs and adherence metrics targets as established by Patient Services Leadership.
• Maintain and expand clinical, database, and process knowledge by completing required/continuous trainings, addressing customer product complaints, and handling adverse event submissions.
• Support projects in support of rare disease patients such as PIQ management, TAP, financial assistance, mobile labs, process improvements, UAT testing, etc., including ownership of deliverables and pull-through.
• Work cross-functionally to identify and support the resolution of patient access barriers including insurance coverage, reimbursement, financial limitations, site of care, procurement/distribution issues.
• Manage relationships with caregivers to ensure a simple and supportive experience, providing emotional support as appropriate for caregivers and collaborating with them to allow for forward progress.
• Up to 15% of work time focused on projects in support of rare disease patients (PIQ management, TAP, financial assistance, mobile labs, process improvements, UAT testing, etc.), including ownership of deliverables and pull-through.
• Drive revenue through accountability to quality and performance metrics goals, meeting KPIs and adherence metrics targets as established by Patient Services Leadership.
• Maintain and expand clinical, database, and process knowledge by completing required/continuous trainings, addressing customer product complaints, and handling adverse event submissions.
• Support projects in support of rare disease patients such as PIQ management, TAP, financial assistance, mobile labs, process improvements, UAT testing, etc., including ownership of deliverables and pull-through.
• Work cross-functionally to identify and support the resolution of patient access barriers including insurance coverage, reimbursement, financial limitations, site of care, procurement/distribution issues.
• Manage relationships with caregivers to ensure a simple and supportive experience, providing emotional support as appropriate for caregivers and collaborating with them to allow for forward progress.
• Up to 15% of work time focused on projects in support of rare disease patients (PIQ management, TAP, financial assistance, mobile labs, process improvements, UAT testing, etc.), including ownership of deliverables and pull-through.
• Drive revenue through accountability to quality and performance metrics goals, meeting KPIs and adherence metrics targets as established by Patient Services Leadership.
• Maintain and expand clinical, database, and process knowledge by completing required/continuous trainings, addressing customer product complaints, and handling adverse event submissions.
• Support projects in support of rare disease patients such as PIQ management, TAP, financial assistance, mobile labs, process improvements, UAT testing, etc., including ownership of deliverables and pull-through.
• Work cross-functionally to identify and support the resolution of patient access barriers including insurance coverage, reimbursement, financial limitations, site of care, procurement/distribution issues.
• Manage relationships with caregivers to ensure a simple and supportive experience, providing emotional support as appropriate for caregivers and collaborating with them to allow for forward progress.
• Up to 15% of work time focused on projects in support of rare disease patients (PIQ management, TAP, financial assistance, mobile labs, process improvements, UAT testing, etc.), including ownership of deliverables and pull-through.
• Drive revenue through accountability to quality and performance metrics goals, meeting KPIs and adherence metrics targets as established by Patient Services Leadership.
• Maintain and expand clinical, database, and process knowledge by completing required/continuous trainings, addressing customer product complaints, and handling adverse event submissions.
• Support projects in support of rare disease patients such as PIQ management, TAP, financial assistance, mobile labs, process improvements, UAT testing, etc., including ownership of deliverables and pull-through.
• Work cross-functionally to identify and support the resolution of patient access barriers including insurance coverage, reimbursement, financial limitations, site of care, procurement/distribution issues.
• Manage relationships with caregivers to ensure a simple and supportive experience, providing emotional support as appropriate for caregivers and collaborating with them to allow for forward progress.
• Up to 15% of work time focused on projects in support of rare disease patients (PIQ management, TAP, financial assistance, mobile labs, process improvements, UAT testing, etc.), including ownership of deliverables and pull-through.
• Drive revenue through accountability to quality and performance metrics goals, meeting KPIs and adherence metrics targets as established by Patient Services Leadership.
• Maintain and expand clinical, database, and process knowledge by completing required/continuous trainings, addressing customer product complaints, and handling adverse event submissions.
• Support projects in support of rare disease patients such as PIQ management, TAP, financial assistance, mobile labs, process improvements, UAT testing, etc., including ownership of deliverables and pull-through.
• Work cross-functionally to identify and support the resolution of patient access barriers including insurance coverage, reimbursement, financial limitations, site of care, procurement/distribution issues.
• Manage relationships with caregivers to ensure a simple and supportive experience, providing emotional support as appropriate for caregivers and collaborating with them to allow for forward progress.
• Up to 15% of work time focused on projects in support of rare disease patients (PIQ management, TAP, financial assistance, mobile labs, process improvements, UAT testing, etc.), including ownership of deliverables and pull-through.
• Drive revenue through accountability to quality and performance metrics goals, meeting KPIs and adherence metrics targets as established by Patient Services Leadership.
• Maintain and expand clinical, database, and process knowledge by completing required/continuous trainings, addressing customer product complaints, and handling adverse event submissions.
• Support projects in support of rare disease patients such as PIQ management, TAP, financial assistance, mobile labs, process improvements, UAT testing, etc., including ownership of deliverables and pull-through.
• Work cross-functionally to identify and support the resolution of patient access barriers including insurance coverage, reimbursement, financial limitations, site of care, procurement/distribution issues.
• Manage relationships with caregivers to ensure a simple and supportive experience, providing emotional support as appropriate for caregivers and collaborating with them to allow for forward progress.
• Up to 15% of work time focused on projects in support of rare disease patients (PIQ management, TAP, financial assistance, mobile labs, process improvements, UAT testing, etc.), including ownership of deliverables and pull-through.
• Drive revenue through accountability to quality and performance metrics goals, meeting KPIs and adherence metrics targets as established by Patient Services Leadership.
• Maintain and expand clinical, database, and process knowledge by completing required/continuous trainings, addressing customer product complaints, and handling adverse event submissions.
• Support projects in support of rare disease