Care Coordinator (Case Manager), Rare Diseases

Cambridge, MA, United States
Jun 25, 2021
Required Education
Bachelors Degree
Position Type
Full time
Care Coordinator (Case Manager), Rare Diseases

Ipsen Biopharmaceuticals Inc.

Job Description:

Job Summary

The Care Coordinator is part of the Care Coordination team in the Patient Services, Rare Diseases organization. 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 role 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 helps ensure the prompt shipment of product to eligible patients.

This is a complex support role requiring appropriate 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 help patients throughout their journey in a most appropriate, compassionate, ethical and compliant way. This role requires strong customer-service and solution-orientation mindsets. This role and the Care Coordination team operate under the guidance of rigorous SOPs and with the support of various technologies requiring close attention to detail.

The Care Coordinator, as with all other employees, is fully accountable for compliance with all laws, regulations and policies that govern the conduct of Ipsen activities.

Main Responsibilities:

• 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 and case records in the CRM system and other systems as required

• Help troubleshoot and support resolution of reimbursement issues (insurance changes, prior authorizations, appeals, other) according to established SOPs

• Strive to deliver an exceptional customer experience

• Strictly follow all relevant Ipsen policies and SOPs and 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.

Knowledge, Abilities & Experience:
  • BA/BS degree in health care, social work, nursing or equivalent
  • 3+ years of recent case management experience in the healthcare or Pharma/Biotech industry
  • Experience working with patient access, benefits investigations, billing and coding, and social service support
  • Rare-disease experience a plus
  • 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 listen, solve problems, seek answers and drive to solutions
  • Ability to navigate difficult conversations and handle sensitive matters
  • Excellent written and verbal communication skills
  • Comfort and aptitude for using information technologies
  • Proven track record of consistently meeting or exceeding quantitative and qualitative goals

Core Competencies (including but not limited to):
  • Market, Disease and Product Knowledge
  • Customer Understanding, especially Patient
  • Customer Experience
  • Customer Engagement
  • Operations

Ipsen Biopharmaceuticals, Inc. conducts background screening, reference checks, and drug testing as part of its pre-employment screening process. This description is not intended to be constructed as an exhaustive list of duties, responsibilities, or requirements for the position. This position may change or assume additional duties at any time. The employee may be requested to perform different or additional duties as assigned.

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.