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Manager, Case Management


Boston, MA
Posted Date:
Position Type:
Job Code:
Required Education:
Bachelors Degree
Areas of Expertise Desired:
Customer Service,

Job Description

The Operations Manager of Patient Services is generally expected to be the day-to-day contact for our case management team. The incumbent will ensure that professional, high-quality and timely information is delivered through Vertex Patient Services team to all stakeholders.

Key Responsibilities
*    Manage team of CF Franchise case managers, holding them accountable to daily responsibilities, functions and workflow
*     Establish metrics and goals
*    Monitor calls and evaluate performance
*    Coordinate 1:1 and team meetings
*    Develop and manage training plan and materials
*    Hire and recruit team
*    Liaison with Sales Management team to assure regional needs are met by the CM team
*    Travel, as required
*    Work closely with the Patient Services Operations team to:
*    Escalate and trouble shoot issues
*    Recommend areas of improvements
*    Determine roll-out of new initiatives (inform training, timelines,etc.)
*    Serve as a reimbursement and training resource by developing knowledgebase and expertise
*    Key contributor of patient services management team to provide insight on the development and implementation of the Vertex Patient Services model; support on-going initiatives and offer solutions to enhance programs and increase operational effectiveness
*    Represent patient services at industry conferences and customer meetings
*    Act in complete & total compliance with all laws, regulations and Vertex policies

Minimum Qualifications
*    Bachelor’s Degree
*    5 or more years work experience in healthcare/pharmaceutical reimbursement
*    Proficiency in all aspects of pharmaceutical reimbursement
*    Mentoring skills and ability to motivate and coach
Preferred Qualifications
*    Graduate-level degree
*    Patient-centric and customer service minded
*    Ability to work independently yet functions as a team player
*    Facilitate appropriate judgment and consistency in decision making
*    Ability to work in a fast paced, evolving environment; focus on multi-tasking and self-prioritize workload
*    Attention to detail and committed follow-through in communications to stakeholders
*    Excellent written communication skills, presentation delivery as well as strong interpersonal skills
Vertex creates new possibilities in medicine. Our team discovers, develops and commercializes innovative therapies so people with serious diseases can lead better lives. Vertex scientists and our collaborators are working on new medicines to cure or significantly advance the treatment of hepatitis C, cystic fibrosis, rheumatoid arthritis and other life-threatening diseases. Founded more than 20 years ago in Cambridge, Mass., we now have ongoing worldwide research programs and sites in the United States, United Kingdom and Canada. Vertex has consistently been recognized as one of the industry's top workplaces by leading publications such as Science magazine, The Boston Globe, Boston Business Journal, San Diego Business Journal and The Scientist. For more information and to view Vertex's press releases, please visit

Vertex is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person’s race, color, gender, age, religion, national origin, ancestry, disability, veteran status, genetic information, sexual orientation or any characteristic protected under applicable law. Vertex will make reasonable accommodations for qualified  individuals with known disabilities, in accordance with applicable law.


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