Associate Director of Case Management - Dallas

Role Summary

Associate Director, Case Management on the Patient Services team, responsible for leading a team of Case Managers to deliver the Support Program experience to patients prescribed Insmed’s portfolio of products. You will guide your team to achieve defined KPIs and goals, ensure a quality patient experience aligned to Insmed’s processes, and collaborate with relevant stakeholders.

Responsibilities

• Act as first point of contact for daily team needs, escalated cases or situations
• Manage day-to-day workload of Case Management team; reallocate resources where necessary
• Be an inspiring leader within a high-performing, innovative patient services organization
• Ensure team compliance with program Business Rules, SOPs and other relevant policies
• Enable attainment of pre-defined service levels and key performance indicators
• Lead regularly scheduled team meetings to facilitate case discussion, sharing of best practices, areas for program improvement, etc.
• Work with cross-functional teams (i.e., field access, sales, market access) to enable patient access
• Demonstrate detailed understanding and subject matter expertise in reimbursement landscape, disease state, patient needs, etc. to ensure Case Management team success
• Run daily reports to support operational efficiencies
• Responsible for administrative team management (i.e., call-center management, scheduling, caseload and task completion)
• Identify and develop best practices amongst Case Management team, using data and trends identified throughout program life cycle
• Escalate cases to other Patient Services Leadership team members that require internal/external stakeholder engagement
• Work closely with Patient Services Field Access leadership to deliver a seamless patient and HCP experience
• Collaborate with other Case Manager Team Leads, Patient Services Leadership, and Patient Services Operations to support program evolution and improvement
• Conduct audits on team’s work, including calls and system management; hold weekly sessions with team to share feedback and best practices
• Conduct one-on-one meetings with Case Managers to regularly review performance and foster employee development

Qualifications

• Required: Bachelor’s degree and 5 years of experience in patient services
• Required: 5+ years of industry experience in pharmaceutical or biotech patient services
• Required: Experience working with full-service HUBs, reimbursement and case management
• Required: Proven strong leadership, management, coaching and mentoring skills
• Required: 2+ years’ experience in leadership roles
• Required: Extensive knowledge of patient services processes, case management, reimbursement landscape, and patient assistance programs
• Required: Established ability to manage and lead through evolution
• Required: Strong interpersonal skills with internal and external stakeholders
• Required: Consumer focused with a sense of urgency
• Required: High emotional intelligence in combination with curiosity and forward-thinking perspectives
• Required: Strong presentation and facilitation skills
• Required: Ability to drive employee satisfaction through engagement activities and an empowering leadership style
• Preferred: Rare/orphan disease experience

Skills

• Leadership and people management
• Stakeholder management and collaboration
• Process optimization and data-driven decision making
• Reimbursement and access strategy knowledge
• Strong communication and presentation

Education

• Bachelor’s degree required

Additional Requirements

• Travel: Occasional domestic travel approximately 25-30% to Dallas, TX for team meetings and events