Care Manager - Patient Experience & Customer Operations

Job Description

General/Position Summary

The Care Manager, will be part of the US Patient Experience & Customer Operations team responsible for CASGEVY, a gene therapy for sickle cell disease (SCD) and transfusion dependent thalassemia (TDT). This individual will be accountable for managing the CASGEVY treatment journey and associated needs of key HCP & patient communities. This individual will play a meaningful role within the organization and contribute to the success of the order process and patient support program. The candidate will lead engagements with authorized treatment centers, patients & caregivers, vendors and cross-functional stakeholders, and will be responsible for playing a crucial role in providing exceptional support and effective communications throughout the treatment journey. The role will report to the Director - Heme PECO Order Management. This position will be based out of our company headquarters in Boston, MA, in a hybrid model (3 days onsite, 2 days remote), and be responsible for coverage within the hours of operation from 8am to 6pm EST, with flexibility.

Key Duties & Responsibilities

• Build foundational knowledge about the CASGEVY end to end treatment process and supplemental patient support programs to best service our customers, the patients and families, and have the ability to effectively navigate the treatment with cross-functional stakeholders
• Establish personalized relationships with patients and families by providing exceptional support throughout the various phases of the treatment journey, sharing educational resources and thoughtful coordination of approved patient support services
• Provide extraordinary service and build meaningful connections with external partners, including healthcare professionals (HCPs), network partners and our service providers
• Manage and monitor the treatment order in the order portal throughout the various milestones, from a patient record being created, apheresis scheduling, execution of manufacturing and quality review, to drug product delivery/receipt/inspection at the ATC, and finally infusion of the drug product
• Effectively triage order and patient support program deviations, informing appropriate stakeholders and resolving in a compliant and timely manner, or escalate to management
• Maintain open communication with our customers and stakeholders, providing compliant and consistent messaging to build trust and promote transparency
• Engage with cross-functional teams to share customer insights and initiate process or system optimization and enhancements
• Partner closely with Gene Therapy Account Managers to support ATC onboarding efforts, including portal training, user access requests, share educational resources and take the lead on system and operational issues
• Navigate customer relationship management (CRM) platform in daily interactions with customers, patients and families
• Support the build and execution of the territory strategy for your assigned geographic region
• Create a culture of cross-functional collaboration; examples of/Collaborate closely with key internal stakeholders will be Gene Therapy Account Managers, Logistics, External Manufacturing, Quality, Trade, Finance, among other teams
• Remain compliant and knowledgeable of required trainings, standard operating procedures (SOPs) and work instructions (WIs)
• Maintain confidentiality of patient health information and act in compliance with all laws, regulations, and Vertex Company policies
• Manage or participate in ad hoc projects

Required Education Level

Bachelor's Degree

Required Experience

3-7 years of combined educational/work experience in any combination of the following:

• Commercial gene therapy experience
• Social work or patient support experience
• Operations or supply chain logistics experience
• Customer account management
• Familiarity/experience working with the SCD and/or TDT communities
• Experience launching a product

Required Knowledge/Skills

• Strong customer service and patient centric focus
• Demonstrated ability to effectively collaborate across multiple teams internally & externally
• Excellent communication skills, both written and verbal; comfortable engaging with diverse audiences ranging from cross-functional colleagues & senior leaders to HCP customers, patient communities and vendors
• Strong analytical skills, ability to derive insights from customer and internal team engagements
• Ability to anticipate challenges and effectively troubleshoot issues through to resolution
• Experience partnering with external vendors
• Comfortable working in a fast-paced, results-driven, environment within a growing business unit where we are concurrently learning & building as we drive towards product launch
• Some travel may be required for live interactions with Authorized Treatment Center representatives

Flex Designation:

Flex Eligibility Status:

Company Information

Vertex is a global biotechnology company that invests in scientific innovation.

Vertex is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person's race, color, sex, gender identity or expression, age, religion, national origin, ancestry, ethnicity, disability, veteran status, genetic information, sexual orientation, marital status, or any characteristic protected under applicable law. Vertex is an E-Verify Employer in the United States. Vertex will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.

Any applicant requiring an accommodation in connection with the hiring process and/or to perform the essential functions of the position for which the applicant has applied should make a request to the recruiter or hiring manager, or contact Talent Acquisition at ApplicationAssistance@vrtx.com