Case Management Lead, Metabolics (EST Time Zone)

Remote position supporting Eastern Standard Time Zone (8:30 EST - 5pm EST). Up to 10% potential travel to existing Alexion sites and off-site meetings when requested. 

This is what you will do:

The Metabolic Case Management Lead is an Alexion Patient Services’ leadership role that will manage a team of direct reports responsible for case managing the OneSource enrolled metabolic patients.   Our Case Managers (CMs) are one of Alexion Patient Services’ front-line roles that provide support for our patients, caregivers, and external partners.  This role will support, coach, and lead the CMs as they manage our patients throughout the entire patient journey, onboarding through adherence, when prescribed Alexion products.  The Metabolic Lead will manage this team with a focus on providing an excellent patient experience through ongoing coaching and development, clear data-driven performance measurements and ensuring compliance with all Alexion policies, SOPs, and work instructions

This role will partner closely with the Strategy lead, Sr. Leadership, and contracted vendors.  The role will focus on influencing, developing, implementing and assessing day-to-day operations to drive efficiency and success in all aspects of a patient's journey.  Effective operational execution along with adherence and performance evaluation will be key drivers for this lead position.

You will be responsible for:

• Case Manager Lead: Daily oversight of CM logistics and workforce management. Includes regular check ins, weekly case and call reviews with direct and real-time feedback, monthly CM metric analysis and review, ongoing performance discussions.
• Performance Management and Quality Assurance: 20% of time focused on patient and provider experience through the following activities:
  • Weekly call observation and necessary coaching
  • Patient Case reviews
  • Quarterly live shadow time with direct reports
  • Adherence to outlined quality standards
  • Evaluation of documentation and data entry practices
  • Adherence to established work instructions  
  • Ensuring appropriate follow up with necessary cross-functional partners
  • Ongoing analysis of team performance against Brand and Patient Service’s strategic imperatives and key performance indicators
  • Call Overflow Management
• Vendor Relationship Management and Performance Oversight:
  • Building and maintaining positive relationships with contracted vendors to foster collaboration and resolve any issues that may arise promptly
  • Conducting regular meetings to review business performance, discuss improvements, and address concerns
  • Review of performance data to identify trends and opportunities for improvement
  • Active participation in business vendor reviews (monthly and quarterly)
• Cross Functional Partnering:
  • Partners closely with cross functional teams within Patient Services and Metabolics, offering insights and areas for improvement while adhering to compliance guardrails.
  • Partners closely on XF work impacting CM team (i.e. patient materials, CM talking points, work instructions, CRM dashboards, adherence care plan, system enhancements, efficiencies. etc).
  • Active participant on cross-functional calls driving accountability and follow up activity.
• Project Management Support: Assisting with the development and implementation of tactics to support the strategic and operational insights identified through data analysis, case review and team/vendor performance

You will need to have:

• 3+ years of Patient Services/Case Management or similar operational experience  
• Proven ability to lead through change management
• Effective verbal and written communication skills, problem-solving skills, as well as data entry/computer literacy skills
• Strong presentation skills, time management and organizational skills
• Proven ability to partner, build relationships and influence decision making within cross-functional teams
• Proven ability to assess team performance, proactively and reactively identify areas for opportunity and effectively coach team through necessary change
• Ability to work independently with autonomous decision-making while demonstrating appropriate escalation when necessary
• Established standard of excellence for personal performance
• Ability to act with urgency, flexibility, and creativity
• Working understanding of insurance coverage, reimbursement processes and drug access programs (i.e. copay programs)
• Project management experience highly preferred

We would prefer for you to have:

• BA/BS Degree is preferred; a data, analytics or systems background and/or advanced degree is a plus
• 2+ years of leadership experience
• 5+ years of pharmaceutical/biotech experience
• Project Management experience
• Experience managing complex projects that require cross-functional collaboration

Date Posted

Closing Date