Associate Director of Case Management - Dallas

Stellenbeschreibung:

Role Summary

Associate Director, Case Management on the Patient Services team, responsible for leading a team of Case Managers to deliver the Support Program experience to patients prescribed Insmed’s portfolio of products. You will guide your team to achieve defined KPIs and goals, ensure a quality patient experience aligned to Insmed’s processes, and collaborate with relevant stakeholders.

Responsibilities

Act as first point of contact for daily team needs, escalated cases or situations
Manage day-to-day workload of Case Management team; reallocate resources where necessary
Be an inspiring leader within a high-performing, innovative patient services organization
Ensure team compliance with program Business Rules, SOPs and other relevant policies
Enable attainment of pre-defined service levels and key performance indicators
Lead regularly scheduled team meetings to facilitate case discussion, sharing of best practices, areas for program improvement, etc.
Work with cross-functional teams (i.e., field access, sales, market access) to enable patient access
Demonstrate detailed understanding and subject matter expertise in reimbursement landscape, disease state, patient needs, etc. to ensure Case Management team success
Run daily reports to support operational efficiencies
Responsible for administrative team management (i.e., call-center management, scheduling, caseload and task completion)
Identify and develop best practices amongst Case Management team, using data and trends identified throughout program life cycle
Escalate cases to other Patient Services Leadership team members that require internal/external stakeholder engagement
Work closely with Patient Services Field Access leadership to deliver a seamless patient and HCP experience
Collaborate with other Case Manager Team Leads, Patient Services Leadership, and Patient Services Operations to support program evolution and improvement
Conduct audits on team’s work, including calls and system management; hold weekly sessions with team to share feedback and best practices
Conduct one-on-one meetings with Case Managers to regularly review performance and foster employee development

Qualifications

Required: Bachelor’s degree and 5 years of experience in patient services
Required: 5+ years of industry experience in pharmaceutical or biotech patient services
Required: Experience working with full-service HUBs, reimbursement and case management
Required: Proven strong leadership, management, coaching and mentoring skills
Required: 2+ years’ experience in leadership roles
Required: Extensive knowledge of patient services processes, case management, reimbursement landscape, and patient assistance programs
Required: Established ability to manage and lead through evolution
Required: Strong interpersonal skills with internal and external stakeholders
Required: Consumer focused with a sense of urgency
Required: High emotional intelligence in combination with curiosity and forward-thinking perspectives
Required: Strong presentation and facilitation skills
Required: Ability to drive employee satisfaction through engagement activities and an empowering leadership style
Preferred: Rare/orphan disease experience