Lead Case Management Coordinator, Patient Services Rare Disease
Biogen
4 days ago
Remote friendly (Triangle, NC)
United States
Patient Advocacy
Responsibilities:
- Case manage patient journey end-to-end for Rare Disease products across Acquisition, Access, and Adherence; ensure data integrity and address payer trends/barriers.
- Coordinate patient onboarding and dosing: initiate first contact after Start Form; confirm shipments with SOC/SP/SD; monitor PA/re-auth for readiness.
- Own and escalate through rare disease specialty pharmacies in partnership with field teams (FAM/RDAE/RDRM).
- Manage support services (FA enrollment, PAP/interim dose orders, copay attestation, Travel Assistance, Mobile Labs; enter AE reports).
- Prepare pre-huddle calls to prioritize patients and remove bottlenecks.
- Serve as relationship owner/primary point of contact for patients/caregivers, HCPs, Sites of Care, channel partners, and Biogen partner teams in assigned regions.
- Resolve non-clinical access barriers (coverage, reimbursement, financial limitations, site/logistics, procurement/distribution).
- Provide caregiver support and lead cross-functional collaboration.
- Up to 15% time on projects (PIQ/TAP, financial assistance, mobile labs, process improvements, UAT).
- Maintain quality/compliance and meet KPIs.
- Handle product complaints and adverse event submissions; complete required trainings.
Qualifications / Skills:
- Prior Biogen Patient Services experience preferred; familiarity with Financial Assistance process.
- Strong relationship-building, EQ, communication (verbal/written), listening, and problem-solving.
- Self-motivated, organized, self-aware; manage workload with minimal supervision; fast-paced experience.
- Technical proficiency in CRM (or equivalent); comfortable with SOPs; strong time management.
- Travel as needed; lead rare-disease patient support projects.
- High school diploma/equivalent required; bachelor’s degree preferred.
Benefits (if listed): medical/dental/vision/life; fitness reimbursement; short/long-term disability; paid vacation (+ end-of-year shutdown); holidays + personal days; sick time; paid maternity/parental leave; 401(k) with match; employee stock purchase; tuition reimbursement (up to $10k/year); Employee Resource Groups.
- Case manage patient journey end-to-end for Rare Disease products across Acquisition, Access, and Adherence; ensure data integrity and address payer trends/barriers.
- Coordinate patient onboarding and dosing: initiate first contact after Start Form; confirm shipments with SOC/SP/SD; monitor PA/re-auth for readiness.
- Own and escalate through rare disease specialty pharmacies in partnership with field teams (FAM/RDAE/RDRM).
- Manage support services (FA enrollment, PAP/interim dose orders, copay attestation, Travel Assistance, Mobile Labs; enter AE reports).
- Prepare pre-huddle calls to prioritize patients and remove bottlenecks.
- Serve as relationship owner/primary point of contact for patients/caregivers, HCPs, Sites of Care, channel partners, and Biogen partner teams in assigned regions.
- Resolve non-clinical access barriers (coverage, reimbursement, financial limitations, site/logistics, procurement/distribution).
- Provide caregiver support and lead cross-functional collaboration.
- Up to 15% time on projects (PIQ/TAP, financial assistance, mobile labs, process improvements, UAT).
- Maintain quality/compliance and meet KPIs.
- Handle product complaints and adverse event submissions; complete required trainings.
Qualifications / Skills:
- Prior Biogen Patient Services experience preferred; familiarity with Financial Assistance process.
- Strong relationship-building, EQ, communication (verbal/written), listening, and problem-solving.
- Self-motivated, organized, self-aware; manage workload with minimal supervision; fast-paced experience.
- Technical proficiency in CRM (or equivalent); comfortable with SOPs; strong time management.
- Travel as needed; lead rare-disease patient support projects.
- High school diploma/equivalent required; bachelor’s degree preferred.
Benefits (if listed): medical/dental/vision/life; fitness reimbursement; short/long-term disability; paid vacation (+ end-of-year shutdown); holidays + personal days; sick time; paid maternity/parental leave; 401(k) with match; employee stock purchase; tuition reimbursement (up to $10k/year); Employee Resource Groups.