Vertex Pharmaceuticals
Care Manager - Patient Experience & Customer Operations
Vertex Pharmaceuticals, Boston, Massachusetts, us, 02298
Care Manager - Patient Experience & Customer Operations
Care Manager - Patient Experience & Customer Operations
Apply locations Boston, MA time type Full time posted on Posted 3 Days Ago job requisition id REQ-23884 Job Description General/Position Summary The
Care Manager
will be part of the US Patient Experience & Customer Operations team responsible for CASGEVY, a gene therapy for sickle cell disease (SCD) and transfusion dependent thalassemia (TDT). This individual will be accountable for managing the CASGEVY treatment journey and associated needs of key HCP & patient communities. This individual will play a meaningful role within the organization and contribute to the success of the order process and patient support program. The candidate will lead engagements with authorized treatment centers, patients & caregivers, vendors and cross-functional stakeholders, and will be responsible for providing exceptional support and effective communications throughout the treatment journey. The role will report to the Director – Heme PECO Order Management. This position will be based out of our company headquarters in Boston, MA, in a hybrid model (3 days onsite, 2 days remote), and be responsible for coverage within the hours of operation from 8am to 6pm EST, with flexibility. Key Duties & Responsibilities Build foundational knowledge about the CASGEVY end to end treatment process and supplemental patient support programs to best service our customers, the patients and families, and have the ability to effectively navigate the treatment with cross-functional stakeholders. Establish personalized relationships with patients and families by providing exceptional support throughout the various phases of the treatment journey, sharing educational resources and thoughtful coordination of approved patient support services. Provide extraordinary service and build meaningful connections with external partners, including healthcare professionals (HCPs), network partners and our service providers. Manage and monitor the treatment order in the order portal throughout the various milestones, from a patient record being created, apheresis scheduling, execution of manufacturing and quality review, to drug product delivery/receipt/inspection at the ATC, and finally infusion of the drug product. Effectively triage order and patient support program deviations, informing appropriate stakeholders and resolving in a compliant and timely manner, or escalate to management. Maintain open communication with our customers and stakeholders, providing compliant and consistent messaging to build trust and promote transparency. Engage with cross-functional teams to share customer insights and initiate process or system optimization and enhancements. Partner closely with Gene Therapy Account Managers to support ATC onboarding efforts, including portal training, user access requests, share educational resources and take the lead on system and operational issues. Navigate customer relationship management (CRM) platform in daily interactions with customers, patients and families. Support the build and execution of the territory strategy for your assigned geographic region. Create a culture of cross-functional collaboration; collaborate closely with key internal stakeholders including Gene Therapy Account Managers, Logistics, External Manufacturing, Quality, Trade, Finance, among other teams. Remain compliant and knowledgeable of required trainings, standard operating procedures (SOPs) and work instructions (WIs). Maintain confidentiality of patient health information and act in compliance with all laws, regulations, and Vertex Company policies. Manage or participate in ad hoc projects. Required Education Level Bachelor’s Degree Required Experience 3-7 years of combined educational/work experience in any combination of the following: Commercial gene therapy experience. Social work or patient support experience. Operations or supply chain logistics experience. Customer account management. Familiarity/experience working with the SCD and/or TDT communities. Experience launching a product. Required Knowledge/Skills Strong customer service and patient centric focus. Demonstrated ability to effectively collaborate across multiple teams internally & externally. Excellent communication skills, both written and verbal; comfortable engaging with diverse audiences ranging from cross-functional colleagues & senior leaders to HCP customers, patient communities and vendors. Strong analytical skills, ability to derive insights from customer and internal team engagements. Ability to anticipate challenges and effectively troubleshoot issues through to resolution. Experience partnering with external vendors. Comfortable working in a fast-paced, results-driven environment within a growing business unit where we are concurrently learning & building as we drive towards product launch. Some travel may be required for live interactions with Authorized Treatment Center representatives. Flex Designation: Hybrid-Eligible Or On-Site Eligible Flex Eligibility Status: In this Hybrid-Eligible role, you can choose to be designated as: 1.
Hybrid : work remotely up to two days per week;
or select 2.
On-Site : work five days per week on-site with ad hoc flexibility. Note: The Flex status for this position is subject to Vertex’s Policy on Flex @ Vertex Program and may be changed at any time. Company Information Vertex is a global biotechnology company that invests in scientific innovation. Vertex is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person's race, color, sex, gender identity or expression, age, religion, national origin, ancestry, ethnicity, disability, veteran status, genetic information, sexual orientation, marital status, or any characteristic protected under applicable law. Vertex is an E-Verify Employer in the United States. Vertex will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law. Any applicant requiring an accommodation in connection with the hiring process and/or to perform the essential functions of the position for which the applicant has applied should make a request to the recruiter or hiring manager, or contact Talent Acquisition at ApplicationAssistance@vrtx.com. Help Us Achieve Our Mission
Vertex is a global biotechnology company that invests in scientific innovation to create transformative medicines for people with serious diseases. The company has approved medicines that treat the underlying causes of multiple chronic, life-shortening genetic diseases — cystic fibrosis, sickle cell disease and transfusion-dependent beta thalassemia — and continues to advance clinical and research programs in these diseases. Vertex also has a robust clinical pipeline of investigational therapies across a range of modalities in other serious diseases where it has deep insight into causal human biology, including APOL1-mediated kidney disease, acute and neuropathic pain, type 1 diabetes, myotonic dystrophy type 1 and alpha-1 antitrypsin deficiency. Founded in 1989 in Cambridge, Mass., Vertex's global headquarters is now located in Boston's Innovation District and its international headquarters is in London. Additionally, the company has research and development sites and commercial offices in North America, Europe, Australia, Latin America and the Middle East. Vertex is consistently recognized as one of the industry's top places to work, including 14 consecutive years on Science magazine's Top Employers list and one of Fortune’s 100 Best Companies to Work For. For company updates and to learn more about Vertex's history of innovation, visit
www.vrtx.com
or follow us on Facebook, Twitter/X, LinkedIn, YouTube and Instagram. The diversity and authenticity of our people is part of what makes Vertex unique, and we recognize that each employee brings diverse perspectives and strengths. By embracing those strengths and celebrating differences, we are fostering an inclusive culture where each of us can bring our authentic selves to work, inspire innovation together, and change people’s lives. Our vision is clear: to be the place where an authentic, diverse mix of talent want to come, to stay, and do their best work.
#J-18808-Ljbffr
Apply locations Boston, MA time type Full time posted on Posted 3 Days Ago job requisition id REQ-23884 Job Description General/Position Summary The
Care Manager
will be part of the US Patient Experience & Customer Operations team responsible for CASGEVY, a gene therapy for sickle cell disease (SCD) and transfusion dependent thalassemia (TDT). This individual will be accountable for managing the CASGEVY treatment journey and associated needs of key HCP & patient communities. This individual will play a meaningful role within the organization and contribute to the success of the order process and patient support program. The candidate will lead engagements with authorized treatment centers, patients & caregivers, vendors and cross-functional stakeholders, and will be responsible for providing exceptional support and effective communications throughout the treatment journey. The role will report to the Director – Heme PECO Order Management. This position will be based out of our company headquarters in Boston, MA, in a hybrid model (3 days onsite, 2 days remote), and be responsible for coverage within the hours of operation from 8am to 6pm EST, with flexibility. Key Duties & Responsibilities Build foundational knowledge about the CASGEVY end to end treatment process and supplemental patient support programs to best service our customers, the patients and families, and have the ability to effectively navigate the treatment with cross-functional stakeholders. Establish personalized relationships with patients and families by providing exceptional support throughout the various phases of the treatment journey, sharing educational resources and thoughtful coordination of approved patient support services. Provide extraordinary service and build meaningful connections with external partners, including healthcare professionals (HCPs), network partners and our service providers. Manage and monitor the treatment order in the order portal throughout the various milestones, from a patient record being created, apheresis scheduling, execution of manufacturing and quality review, to drug product delivery/receipt/inspection at the ATC, and finally infusion of the drug product. Effectively triage order and patient support program deviations, informing appropriate stakeholders and resolving in a compliant and timely manner, or escalate to management. Maintain open communication with our customers and stakeholders, providing compliant and consistent messaging to build trust and promote transparency. Engage with cross-functional teams to share customer insights and initiate process or system optimization and enhancements. Partner closely with Gene Therapy Account Managers to support ATC onboarding efforts, including portal training, user access requests, share educational resources and take the lead on system and operational issues. Navigate customer relationship management (CRM) platform in daily interactions with customers, patients and families. Support the build and execution of the territory strategy for your assigned geographic region. Create a culture of cross-functional collaboration; collaborate closely with key internal stakeholders including Gene Therapy Account Managers, Logistics, External Manufacturing, Quality, Trade, Finance, among other teams. Remain compliant and knowledgeable of required trainings, standard operating procedures (SOPs) and work instructions (WIs). Maintain confidentiality of patient health information and act in compliance with all laws, regulations, and Vertex Company policies. Manage or participate in ad hoc projects. Required Education Level Bachelor’s Degree Required Experience 3-7 years of combined educational/work experience in any combination of the following: Commercial gene therapy experience. Social work or patient support experience. Operations or supply chain logistics experience. Customer account management. Familiarity/experience working with the SCD and/or TDT communities. Experience launching a product. Required Knowledge/Skills Strong customer service and patient centric focus. Demonstrated ability to effectively collaborate across multiple teams internally & externally. Excellent communication skills, both written and verbal; comfortable engaging with diverse audiences ranging from cross-functional colleagues & senior leaders to HCP customers, patient communities and vendors. Strong analytical skills, ability to derive insights from customer and internal team engagements. Ability to anticipate challenges and effectively troubleshoot issues through to resolution. Experience partnering with external vendors. Comfortable working in a fast-paced, results-driven environment within a growing business unit where we are concurrently learning & building as we drive towards product launch. Some travel may be required for live interactions with Authorized Treatment Center representatives. Flex Designation: Hybrid-Eligible Or On-Site Eligible Flex Eligibility Status: In this Hybrid-Eligible role, you can choose to be designated as: 1.
Hybrid : work remotely up to two days per week;
or select 2.
On-Site : work five days per week on-site with ad hoc flexibility. Note: The Flex status for this position is subject to Vertex’s Policy on Flex @ Vertex Program and may be changed at any time. Company Information Vertex is a global biotechnology company that invests in scientific innovation. Vertex is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person's race, color, sex, gender identity or expression, age, religion, national origin, ancestry, ethnicity, disability, veteran status, genetic information, sexual orientation, marital status, or any characteristic protected under applicable law. Vertex is an E-Verify Employer in the United States. Vertex will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law. Any applicant requiring an accommodation in connection with the hiring process and/or to perform the essential functions of the position for which the applicant has applied should make a request to the recruiter or hiring manager, or contact Talent Acquisition at ApplicationAssistance@vrtx.com. Help Us Achieve Our Mission
Vertex is a global biotechnology company that invests in scientific innovation to create transformative medicines for people with serious diseases. The company has approved medicines that treat the underlying causes of multiple chronic, life-shortening genetic diseases — cystic fibrosis, sickle cell disease and transfusion-dependent beta thalassemia — and continues to advance clinical and research programs in these diseases. Vertex also has a robust clinical pipeline of investigational therapies across a range of modalities in other serious diseases where it has deep insight into causal human biology, including APOL1-mediated kidney disease, acute and neuropathic pain, type 1 diabetes, myotonic dystrophy type 1 and alpha-1 antitrypsin deficiency. Founded in 1989 in Cambridge, Mass., Vertex's global headquarters is now located in Boston's Innovation District and its international headquarters is in London. Additionally, the company has research and development sites and commercial offices in North America, Europe, Australia, Latin America and the Middle East. Vertex is consistently recognized as one of the industry's top places to work, including 14 consecutive years on Science magazine's Top Employers list and one of Fortune’s 100 Best Companies to Work For. For company updates and to learn more about Vertex's history of innovation, visit
www.vrtx.com
or follow us on Facebook, Twitter/X, LinkedIn, YouTube and Instagram. The diversity and authenticity of our people is part of what makes Vertex unique, and we recognize that each employee brings diverse perspectives and strengths. By embracing those strengths and celebrating differences, we are fostering an inclusive culture where each of us can bring our authentic selves to work, inspire innovation together, and change people’s lives. Our vision is clear: to be the place where an authentic, diverse mix of talent want to come, to stay, and do their best work.
#J-18808-Ljbffr