Lead Case Management Coordinator, Patient Services Rare Disease

Rare Disease Lead Case Manager

The Lead Case Manager- Rare Disease position will support the Acquisition, Access, and Adherence processes that support the Service Model for Biogen products in the Rare Disease therapeutic area. These diseases are often fatal genetic disorders, requiring leadership and urgency to support patients. The role will be responsible for working collaboratively with the internal Field team, caregivers, healthcare providers, hospitals, service partner(s), insurance payers, and channel partners to support patients getting started and staying on therapy. The Lead Case Manager engages with cross- functional stakeholders and caregivers to identify and support the resolution of patient non-clinical barrier including insurance coverage, reimbursement, financial limitations, site of care logistics, procurement/distribution issues, and will have an in depth understanding of the HCP prescribing account, the administration site of care Center, and the payer approval process. Lead case managers are differentiated from other case manager in Patient Services by their ability to problem solve and work cross-functionally with other teams on complicated patient cases. As lead case managers they are highly self-motivated, organized, and self-aware.

• Case manage all patient information, from multiple sources, to ensure completion of patient journey (includes action on data integrity issues, payer trends and barriers)
• Owns primary interface rare disease specialty pharmacies to pull through patient situations and escalations while partnering with appropriate field teams (FAM/RDAE/RDRM)
• Initiate first patient contact once Start Form received in order to introduce appropriate next steps and support all incoming customer calls
• Lead coordination of subsequent dosing (post 1st dose), by confirming product shipment (w/SOC and SP/SD) and monitoring existing patients for PA/re-auth (support FAM), to proactively alert team members of obstacles, so patients are ready and compliant for dosing appointments
• Manage support services for patients including, but not limited to FA enrollment, PAP and Interim dose orders, Copay attestation receipt, Travel Assistance, Mobile Labs and entering AE reports
• Pre-Huddle Call Preparation (work w/FAM to prioritize patients, disseminate dashboard to team) so team can effectively identify and remove bottlenecks
• Serve as relationship owner and primary point of contact for Patients and Caregivers, Healthcare Providers (HCP), Sites of Care (SOC), Channel Partners, BIIB Family Access Managers (FAM) and Rare Disease Account Executives (RDAE) and other BIIB partner and vendor teams to support patients' usage of Biogen's support programs, in assigned geographical regions
• 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
• Establish, foster, and maintain relationships with caregivers to ensure a simple and supportive experience; provide emotional support as appropriate for the caregivers and collaborate with them in a way that allows 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.

• Adherence to Quality and Compliance standards
• Meet KPIs, Acquisition, and Adherence metrics target as established by Patient Services Leadership

• Collaborate with Family Access Managers (FAM), Rare Disease Account Executives (RDAEs), and Infusion Regional Account Manager (IRAMs) to clear non-clinical barriers, drive patient onboarding and maintenance

• Maintain and expand clinical, database, and process knowledge by completing required/continuous trainings
• Address customer product complaints and handle adverse event submissions

• Prior Biogen Patient Services experience preferred
• Performance history at or above established expectations
• Familiarity with the Financial Assistance process
• Outstanding relationship-building skills, working closely with a Care Team to support patients and HCPs
• Self-motivated, organized and self-aware, with the ability to manage a workload with minimal supervision
• Strong EQ skills
• Skilled at interfacing with various customer types
• Willingness to travel as needed
• Possesses superb listening skills
• Understands BIIB product portfolio
• Technical proficiency in CRM or equivalent system
• Comfortable working with standard operating procedures with focus on quality
• Strong problem solving, time management and organization skills
• Experience working a fast-paced environment
• Strong verbal and written communication skills

• Ability to lead projects in support of rare disease patients
• Positive, solution-focused attitude
• Willingness to support teammates

• Medical, Dental, Vision, & Life insurances
• Fitness & Wellness programs including a fitness reimbursement
• Short- and Long-Term Disability insurance
• A minimum of 15 days of paid vacation and an additional end-of-year shutdown time off (Dec 26-Dec 31)
• Up to 12 company paid holidays + 3 paid days off for Personal Significance
• 80 hours of sick time per calendar year
• Paid Maternity and Parental Leave benefit
• 401(k) program participation with company matched contributions
• Employee stock purchase plan
• Tuition reimbursement of up to $10,000 per calendar year
• Employee Resource Groups participation