Lead Case Management Coordinator, Patient Services Rare Disease

Rare Disease Lead Case ManagerThe 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.QualificationsSupport Patients, Caregivers, and Health Care Professionals through end-to-end Acquisition, Access, and Adherence process 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 callsLead 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 appointmentsManage 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 reportsPre-Huddle Call Preparation (work w/FAM to prioritize patients, disseminate dashboard to team) so team can effectively identify and remove bottlenecksServe 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 regionsWork cross functionally to identify and support the resolution of patient access barriers including insurance coverage, reimbursement, financial limitations, site of care, procurement/distribution issuesEstablish, 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 progressUp 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 goalsAdherence to Quality and Compliance standardsMeet KPIs, Acquisition, and Adherence metrics target as established by Patient Services LeadershipConsistent Point of Contact for Field-based ColleaguesCollaborate 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 maintenanceClinical Knowledge/Continuous TrainingMaintain and expand clinical, database, and process knowledge by completing required/continuous trainingsAddress customer product complaints and handle adverse event submissionsGeneralPrior Biogen Patient Services experience preferredPerformance history at or above established expectationsFamiliarity with the Financial Assistance processOutstanding relationship-building skills, working closely with a Care Team to support patients and HCPsSelf-motivated, organized and self-aware, with the ability to manage a workload with minimal supervisionStrong EQ skillsSkilled at interfacing with various customer typesWillingness to travel as neededPossesses superb listening skills Understands BIIB product portfolioTechnical proficiency in CRM or equivalent systemComfortable 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 skillsAbility to lead projects in support of rare disease patientsPositive, solution-focused attitudeWillingness to support teammatesEducation:• High School diploma or equivalent required• Bachelor’s degree preferred Job Level: ProfessionalAdditional InformationThe base compensation range for this role is: $67,000.00-$87,000.00Base salary offered is determined through an analytical approach utilizing a combination of factors including, but not limited to, relevant skills & experience, job location, and internal equity.Regular employees are eligible to receive both short term and long-term incentives, including cash bonus and equity incentive opportunities, designed to reward recent achievements and recognize your future potential based on individual, business unit and company performance. In addition to compensation, Biogen offers a full and highly competitive range of benefits designed to support our employees’ and their families physical, financial,