Care Manager - Vertex Connects Program
Vertex Pharmaceuticals
4 days ago
Remote friendly (Boston, MA)
United States
Patient Advocacy
Key Duties and Responsibilities
- Own end-to-end coordination and on-time delivery of Casgevy orders for an assigned territory of Authorized Treatment Centers (ATCs), from patient record creation and apheresis scheduling through manufacturing, quality review, shipment/receipt/inspection, and infusion.
- Primary operational point of contact for ATCs; build trusted relationships via transparent, empathetic communication, including leading difficult conversations and providing regular patient status updates.
- Train and onboard ATCs on order management processes/systems (portal navigation, access, workflows) and educate on the Casgevy patient support program.
- Provide 1:1 patient and caregiver support through the Vertex Connects program: product education, eligibility assessment for support programs (e.g., travel/lodging, fertility, copay), and coordination/administering services.
- Coordinate with field colleagues (GTAMs, AELs, ARLs, Apheresis/Infusion Specialists) to align on order status, anticipate risks, and resolve issues.
- Monitor manufacturing; coordinate apheresis and drug delivery timelines with ATCs; partner with Shipping/Logistics for on-time delivery.
- Triage order deviations, ensure compliant resolution, and escalate as needed.
- Maintain accurate CRM records and share ATC insights for process improvements; remain current on required trainings/SOPs/WIs.
- Maintain confidentiality and comply with applicable laws/regulations/policies.
Qualifications/Experience
- Bachelor’s degree in a relevant discipline.
- 5–7 years’ combined experience in gene/cell therapy or specialty biologics order/operations; operations/supply chain/logistics; customer account management (clinical/treatment center); cross-functional/field coordination; familiarity with SCD/TDT communities; and/or commercial specialty/gene therapy support.
Required Skills/Abilities
- Exceptional organization; strong customer service; matrix coordination; ability to lead high-stakes conversations empathetically; strong written/verbal communication; analytical problem-solving; logistics/specialty shipping experience; comfort in fast-paced environments; some travel.
Pay Range
- $117,800–$176,800 (eligible for annual bonus and annual equity awards).
- Own end-to-end coordination and on-time delivery of Casgevy orders for an assigned territory of Authorized Treatment Centers (ATCs), from patient record creation and apheresis scheduling through manufacturing, quality review, shipment/receipt/inspection, and infusion.
- Primary operational point of contact for ATCs; build trusted relationships via transparent, empathetic communication, including leading difficult conversations and providing regular patient status updates.
- Train and onboard ATCs on order management processes/systems (portal navigation, access, workflows) and educate on the Casgevy patient support program.
- Provide 1:1 patient and caregiver support through the Vertex Connects program: product education, eligibility assessment for support programs (e.g., travel/lodging, fertility, copay), and coordination/administering services.
- Coordinate with field colleagues (GTAMs, AELs, ARLs, Apheresis/Infusion Specialists) to align on order status, anticipate risks, and resolve issues.
- Monitor manufacturing; coordinate apheresis and drug delivery timelines with ATCs; partner with Shipping/Logistics for on-time delivery.
- Triage order deviations, ensure compliant resolution, and escalate as needed.
- Maintain accurate CRM records and share ATC insights for process improvements; remain current on required trainings/SOPs/WIs.
- Maintain confidentiality and comply with applicable laws/regulations/policies.
Qualifications/Experience
- Bachelor’s degree in a relevant discipline.
- 5–7 years’ combined experience in gene/cell therapy or specialty biologics order/operations; operations/supply chain/logistics; customer account management (clinical/treatment center); cross-functional/field coordination; familiarity with SCD/TDT communities; and/or commercial specialty/gene therapy support.
Required Skills/Abilities
- Exceptional organization; strong customer service; matrix coordination; ability to lead high-stakes conversations empathetically; strong written/verbal communication; analytical problem-solving; logistics/specialty shipping experience; comfort in fast-paced environments; some travel.
Pay Range
- $117,800–$176,800 (eligible for annual bonus and annual equity awards).