Case Manager, Patient Services

Accountabilities: Work directly with patients and caregivers to facilitate access to prescribed therapies and provide personalized support throughout the case-management process. Build trusted relationships with patients, caregivers, healthcare professionals, patient engagement teams, field sales teams, payers, specialty pharmacies, and other stakeholders. Navigate insurance coverage, prescriptions, prior authorizations, appeals, peer-to-peer reviews, and other healthcare-access requirements. Manage all aspects of assigned patient cases, including timely follow-up, documentation, information sharing, and coordination of resources. Identify and resolve access barriers quickly, using sound judgment and creative problem-solving to support continuity of care and adherence. Accurately interpret insurance, prescription, and health-related documentation and enter case information into CRM systems efficiently and accurately. Maintain confidentiality of patient health information and comply with applicable laws, regulations, standard operating procedures, and business rules. Report adverse events and product quality complaints according to established procedures. Perform administrative activities such as mailing, faxing, documentation, and other case-support tasks. Develop and maintain subject-matter expertise in rare diseases, including disease conditions, treatments, patient and caregiver communities, and relevant support resources. Share knowledge with teammates and Team Leaders and apply rare-disease expertise to help drive positive patient outcomes. Collaborate effectively with internal and external partners while adapting to changing priorities and maintaining a high level of service. Requirements Bachelor’s degree plus 3–5 years of case management experience, or an equivalent combination of education and relevant experience. Required experience working within an orphan or rare-disease biotechnology environment. Demonstrated case-management or related experience involving strong problem-solving, solution development, and patient support. Working knowledge of pharmacy billing, prior authorizations, appeals, and peer-to-peer review processes. Strong ability to anticipate patient needs and respond quickly, flexibly, and creatively to complex situations. Excellent verbal and written communication skills, active listening abilities, and a clear, professional communication style. Strong organization and time-management skills, with the ability to manage and prioritize multiple cases and tasks. Ability to work independently while collaborating effectively with internal and external stakeholders. Proficiency with Microsoft Office and the ability to learn and navigate CRM systems and business processes quickly. Strong attention to detail and accuracy when entering and maintaining sensitive patient information. Ability to adapt effectively within a fast-changing environment while maintaining professionalism and patient focus. Bilingual Spanish-language skills are a plus. Pharmacy Technician credentials, healthcare provider office-management experience, experience working with sales representatives, or a Registered Dietitian license are preferred but not required. Ability to travel domestically up to 10% of the time. Benefits Expected base salary range of $81,500–$102,600 , with final compensation dependent on education, background, experience, and internal equity. Eligibility for short- and long-term incentive programs. Medical, dental, and vision benefits for eligible employees. Retirement savings plans. Remote work arrangement within the United States. Opportunity to contribute directly to patient access and support within the rare-disease healthcare environment. Inclusive workplace committed to fair treatment and equal employment opportunity.