The Lead Case Manager- SMA position will support the Acquisition, Access, and Adherence processes that support the Nusinersen Service Model for SMA, a rare and often fatal genetic disease impacting infants and children. The role will be responsible for working collaboratively with the internal Field team, caregivers, healthcare providers, hospitals, service partner(s), insurance payers, and channel partners to support patients getting started and staying on therapy. The Lead Case Manager will engage with cross- functional stakeholders and caregivers to identify and support the resolution of patient non-clinical barrier including insurance coverage, reimbursement, financial limitations, site of care logistics, procurement/distribution issues, and will have an in depth understanding of the HCP prescribing account, the administration site of care/SMA Center, and the payer approval process.

*Qualifications :

Support Patients, Caregivers, and Health Care Professionals through end-to-end Acquisition, Access, and Adherence process
•Case manage all patient information, from multiple sources, to ensure completion of patient journey (includes action on data integrity issues, payer trends and barriers)
•Interface w/Accredo to pull through patient situations and escalations while partnering with appropriate field teams (FAM/RDAE/RDRM)
•Initiate first patient contact once Start Form received in order to introduce appropriate next steps and support all incoming customer calls
•Lead coordination of subsequent dosing (post 1st dose), by confirming product shipment (w/SOC and SP/SD) and monitoring existing patients for PA/re-auth (support FAM), to proactively alert team members of obstacles, so patients are ready and compliant for dosing appointments
•Manage support services for patients including, but not limited to FA enrollment, PAP and Interim dose orders, Copay attestation receipt, and entering AE reports
•Pre-Huddle Call Preparation (work w/FAM to prioritize patients, disseminate dashboard to team) so team can effectively identify and remove bottlenecks
•Serve as relationship owner and primary point of contact for Patients and Caregivers, Healthcare Providers (HCP), Sites of Care (SOC), Channel Partners, BIIB Family Access Managers (FAM) and Rare Disease Account Executives (RDAE) and other BIIB partner and vendor teams to support patients’ access and adherence to therapy, in assigned geographical regions
•Work cross functionally to identify and support the resolution of patient access barriers including insurance coverage, reimbursement, financial limitations, site of care, procurement/distribution issues
•Establish, foster, and maintain relationships with caregivers to ensure a simple and supportive experience; provide emotional support as appropriate for the caregivers and collaborate with them in a way that allows for forward progress
•Up to 15% travel required to meet with field personnel and attend SMA community events
Drive Revenue through Accountability to Quality and Performance Metrics goals
•Adherence to Quality and Compliance standards
•Meet KPIs, Acquisition, and Adherence metrics target as established by Patient Services Leadership
Consistent Point of Contact for Field-based Colleagues
•Collaborate with Family Access Managers (FAM), Rare Disease Account Executives (RDAEs), and Infusion Regional Account Manager (IRAMs) to clear non-clinical barriers, drive patient onboarding and maintenance
Clinical Knowledge/Continuous Training
•Maintain and expand clinical, database, and process knowledge by completing required/continuous trainings
•Address customer product complaints and handle adverse event submissions
General
• Prior Biogen Patient Services experience preferred
• Performance history at or above established expectations
• Familiarity with the Financial Assistance process
• Ability to manage a workload with minimal supervision
• Strong EQ skills
• Skilled at interfacing with various customer types
• Willingness to travel as needed
• Possesses superb listening skills
• Understands BIIB product portfolio
• Technical proficiency in CRM or equivalent system
• Comfortable working with standard operating procedures with focus on quality
• Strong problem solving, time management and organization skills
• Experience working a fast-paced environment
• Strong verbal and written communication skills

*Education :

• High School diploma or equivalent required
• Bachelor’s degree preferred

All your information will be kept confidential according to EEO guidelines.