Divisional Director, Case Management - East

Role Summary

Divisional Director, Case Management - East provides strategic leadership for the Strategic Accounts Case Management Specialist team within Rare Diseases, guiding patient care across seven brands and five therapeutic areas. The role requires building deep expertise in the portfolio, guiding account strategy and planning with cross-functional teams, and coordinating internal and external care teams to optimize the patient journey and access. It emphasizes coaching for elite performance, bringing patient insights to leadership, and participating in launch preparations in support of Sanofi's One PSS strategy. Location: Cambridge, MA.

Responsibilities

• Hire, train, onboard, coach, and manage performance for a team of case managers
• Develop direct reports through inspiring culture, benchmarking excellent performance, consistent coaching from observed patient and HCP engagement, and ongoing feedback
• Monitor KPIs and metrics, and collaborate with business partners to adjust priorities and ensure measures are met
• Complete quality call calibration and manage deviations
• Balance caseload coverage and adjust territory workload as needed
• Establish and adhere to budgets while measuring team performance against individual metrics and KPIs
• Maintain up-to-date knowledge of regional resources and market access landscape to support patient access to therapy
• Demonstrate business acumen and understanding of Sanofi's model and the role of case management in driving initiatives
• Provide the voice of the case management organization to divisional leadership
• Advise cross-functional teams on patient perspectives and share patient insights compliantly
• Demonstrate innovation by monitoring systems, processes, and potential gaps, offering solutions to elevate support programs
• Raise performance expectations to support entrepreneurial growth of the team and business
• Leverage CRM reporting tools and data analytics to make strategic decisions while prioritizing patient and customer needs
• Lead case management with urgency and purpose, balancing individual patient needs with business objectives
• Serve as the point of contact for patients from enrollment through infusion
• Assess patients' insurance coverage options, limitations, and requirements; identify resource plans and advocate for successful treatment initiation
• Educate patients, caregivers, and providers on product coverage and steps in the patient journey
• Maintain understanding of reimbursement processes, healthcare system navigation, billing/coding guidelines, insurance plans, payer trends, and patient assistance programs
• Coordinate with infusion centers and manage transitions to in-home infusion therapy as appropriate
• Enroll eligible patients into financial assistance programs
• Coordinate the exchange of patient information with internal and external stakeholders
• Document and maintain data on insurance, coverage approvals, ongoing requirements, and stakeholder interactions
• Establish and maintain professional relationships with internal and external stakeholders, including case management teams, medical, sales, market access, pharmacovigilance, specialty pharmacies, healthcare providers, and infusion sites
• Coordinate with other field matrix teams supporting Rare Disease
• Collaborate with Specialty Pharmacy and third-party vendors
• Attend meetings and conferences to educate on services and approved case management topics
• Represent Sanofi professionally in all venues
• Ensure compliance with all Sanofi policies
• Record and report Adverse Events and Product Complaints
• Assess risk, evaluate potential for patient case deviation, and communicate contingencies
• Demonstrate knowledge of guidelines relating to compliant medical communications

Qualifications

• Required: Bachelor's Degree (general business, health sciences, public policy, or related field)
• Required: 5+ years of patient-facing or high-touch customer interaction/case management experience
• Required: 3+ years of team lead or supervisory experience
• Required: In-depth understanding of health insurance benefits, relevant state and federal laws, and insurance regulations
• Required: Excellent written and oral communication, mediation, and problem-solving skills, including ability to connect with patients, caregivers, and providers
• Required: Demonstrated success working in a complex matrix to accomplish goals
• Required: Strong interpersonal skills demonstrating flexibility, persistence, creativity, empathy, and trust
• Required: Computer literacy including data entry and office-based software programs
• Required: Ability to identify and handle sensitive issues, working independently and collaboratively within teams
• Preferred: Bi-lingual; Spanish language skills preferred
• Preferred: Salesforce CRM experience
• Preferred: Pharma/biotech patient services and specialty product experience
• Preferred: Experience with complex medical payer policy requirements and coordination of multiple prior authorization needs
• Preferred: Rare disease experience
• Preferred: Experience with varied methods of drug acquisition and administration

Additional Requirements

• Travel up to 10%