Associate Director of Care Coordination

Cambridge, MA
Sep 11, 2019
Required Education
Bachelors Degree
Position Type
Full time
The Associate Director, Care Coordination , is part of the Patient Services, Rare Diseases organization, and is accountable for leading the Care Coordination team. The purpose of this team is to ensure seamless, patient-centric support to help patients have access to appropriate education and support to start and continue therapy with Ipsen products where appropriate. This is not a promotional selling role.

Specifically, activities of this function include working with patients on a one-on-one basis to ensure they have relevant disease/product information as well as an appropriate understanding of complex reimbursement issues, their insurance options and limitations, benefits, and requirements necessary to initiate and maintain therapy. This function also ensures the prompt shipment of product to eligible patients.

The Associate Director, Care Coordination Team is a player/coach role with both a supervisory role of Care Coordinators as well as a direct hands-on role interacting with providers, patients and caregivers.

This is a complex position requiring coordination with other Ipsen teams (Medical, Clinical, Regulatory, Quality, Compliance, Marketing, Market Access and Pricing, Patient Education Liaison Team, and other field-based colleagues) to facilitate alignment and to ensure patients are supported throughout their journey in a most appropriate, compassionate, ethical and compliant way.

As a team manager, this role ensures a high-performance Care Coordination organization through effective hiring, training, development and coaching. The Care Coordination team operates under the guidance of rigorous SOPs and with the support of various technologies requiring close attention to detail.

The Associate Director, Care Coordination, as all other employees, is fully accountable for compliance with all laws, regulations and policies that govern the conduct of Ipsen activities. As a manager of others, the Associate Director is not only accountable for their own compliance, but also for championing compliance by all individuals in the team.

Main responsibilities / job expectations
  • As a player/coach, directly perform the following responsibilities and oversee them among the Care Coordination Team:
    • Provide relevant, approved non-promotional disease/product information in response to provider and patient queries
    • Help providers, patients, and caregivers understand complex reimbursement issues, insurance options and limitations, benefits, and requirements necessary to initiate and maintain therapy
    • Coordinate with others to ensure appropriate product supply/delivery
    • Maintain complete, timely and compliant case records for all interactions in the CRM system
    • Help troubleshootand support resolution of reimbursement issues (insurance changes, prior authorizations, appeals, other) according to established SOPs
  • As a supervisor of the Care Coordination Team:
    • Ensure a high-performance Care Coordination organization
    • Foster a team that strives to deliver an exceptional customer experience
    • Seek continuous improvement in processes
    • Set appropriate metrics and to monitor and measure performance of Care Coordinator function
    • Ensures operations are compliant with Ipsen Policies and SOPs
    • Ensure detailed, timely, complete capture of case records
    • Responsible for effective hiring, training, development and coaching
    • Act as a first-line escalation resource for questions and issues
  • Support the Head, Patient Services North America, the Director, Patient Services Operations, the Director, Patient Education Liaisons and others to define the strategy, design, build, maintain and operate a best-in-class patient services capability for Ipsen
  • Coordinate with other functions, e.g., Medical, Clinical, Regulatory, Quality, Compliance, Legal, Marketing, Market Access and Pricing, Patient Education Liaison Team, and others to ensure quality resources, quality information, and impactful high-touch patient services
  • Support the above teams to develop new programs and resources as needs and opportunities arise
  • Act in full compliance with all laws, regulations and policies
  • Utilize only approved resources and messages to perform function responsibilities
  • It is the responsibility of all company employees who receive information pertaining to a possible adverse event (AE) or serious adverse event (SAE) to understand that the appropriate clinical and regulatory personal must be notified of the event promptly upon receipt regardless of severity.

  • Bachelor's degree
  • 5+ years of prior Pharma/Biotech case management experience in specialty products, including interacting with providers, patients and caregivers
  • Rare-disease experience a plus
  • 3+ years' experience working with patient access, benefits investigations, call center, hub operations
  • 3+ years' managing teams in the Healthcare or life-sciences industry
  • Demonstrated passion for patients
  • Reimbursement experience and strong understanding of health insurance and benefits, co-pay assistance programs, Medicare, Medicaid, and private payer policies
  • Strong understanding of and comfort with the life-sciences compliance environment
  • Demonstrated ability to solve problems, seek answers and drive to solutions
  • Excellent communication and presentation skills
  • Comfort and aptitude for using information technologies
  • Proven track record for consistently meeting or exceeding quantitative and qualitative goals

IPSEN is an equal opportunity employer that strictly prohibits unlawful discrimination. We recruit, employ, train, compensate, and promote without regard to an individual's race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.