Regional Manager - Patient Services
Alnylam Pharmaceuticals
18 days ago
Remote friendly (United States)
United States
Patient Advocacy
Responsibilities:
- Direct and guide day-to-day Patient Services operations for Case Managers/Associate Case Managers.
- Build and sustain relationships with internal/external customers; ensure customer success for staff and patients.
- Identify regional trends and develop/implement short- and long-term regional strategies.
- Collaborate with cross-functional teams to support business goals and drive process improvements.
- Work with regional leadership to ensure customer service, and resolve complaints/inquiries.
- Participate in recruiting; identify training, performance, and competency needs; assess performance/work-environment gaps and create plans.
- Ensure coverage of hours of operation; manage caseload distribution.
- Serve as a resource for management/technical knowledge.
- Ensure CRM documentation of all patient/caregiver/provider/payer/service partner interactions.
- Implement tracking/measurement systems; ensure data integrity; assign/manage/report goals and performance.
- Review customer requests; benchmark and use feedback to enhance customer experience.
- Stay current on reimbursement trends and market changes.
- Prioritize, plan, and manage workload and timelines; comply with policies, procedures, training, and applicable laws/codes.
Qualifications:
- Bachelor’s degree required.
- 7+ years healthcare or pharmaceutical/biotech experience; ultra-rare disease experience and patient/provider support services familiarity a plus.
- Previous management experience preferred.
- Knowledge of private payer, Medicare, and Medicaid reimbursement processes.
- Proficient with a CRM (e.g., Salesforce.com).
- Proven track record leading/developing/coaching teams.
- Ability to work across functions and communicate/influence all organizational levels.
- Strong analytical/problem-solving skills; can work independently and manage competing priorities.
- Self-starter passionate about rare disease and core values.
Benefits:
- Eligible for annual short-term incentive (bonus/sales incentive) and annual long-term incentive (equity).
- Medical, dental, vision; life/disability; lifestyle reimbursement; flexible spending/HSA; 401(k) with company match; paid time off, wellness days, holidays, and recharge breaks; family resources and leave.
- Direct and guide day-to-day Patient Services operations for Case Managers/Associate Case Managers.
- Build and sustain relationships with internal/external customers; ensure customer success for staff and patients.
- Identify regional trends and develop/implement short- and long-term regional strategies.
- Collaborate with cross-functional teams to support business goals and drive process improvements.
- Work with regional leadership to ensure customer service, and resolve complaints/inquiries.
- Participate in recruiting; identify training, performance, and competency needs; assess performance/work-environment gaps and create plans.
- Ensure coverage of hours of operation; manage caseload distribution.
- Serve as a resource for management/technical knowledge.
- Ensure CRM documentation of all patient/caregiver/provider/payer/service partner interactions.
- Implement tracking/measurement systems; ensure data integrity; assign/manage/report goals and performance.
- Review customer requests; benchmark and use feedback to enhance customer experience.
- Stay current on reimbursement trends and market changes.
- Prioritize, plan, and manage workload and timelines; comply with policies, procedures, training, and applicable laws/codes.
Qualifications:
- Bachelor’s degree required.
- 7+ years healthcare or pharmaceutical/biotech experience; ultra-rare disease experience and patient/provider support services familiarity a plus.
- Previous management experience preferred.
- Knowledge of private payer, Medicare, and Medicaid reimbursement processes.
- Proficient with a CRM (e.g., Salesforce.com).
- Proven track record leading/developing/coaching teams.
- Ability to work across functions and communicate/influence all organizational levels.
- Strong analytical/problem-solving skills; can work independently and manage competing priorities.
- Self-starter passionate about rare disease and core values.
Benefits:
- Eligible for annual short-term incentive (bonus/sales incentive) and annual long-term incentive (equity).
- Medical, dental, vision; life/disability; lifestyle reimbursement; flexible spending/HSA; 401(k) with company match; paid time off, wellness days, holidays, and recharge breaks; family resources and leave.