Director, Patient Support Care Management, US Type 1 Diabetes (T1D)

Job Description

General/Position Summary

Vertex Pharmaceuticals Inc. is hiring a Director of Patient Support Care Management to help build out a new Patient Support Team for T1D in Boston, MA. This position will support the potential launch of cell therapies in Type 1 Diabetes. This role will provide day-to-day oversight and lead a team of care managers, who interact directly with patients, caregivers and HCPs at T1D care centers. This role will be responsible for day-to-day management, team coaching, and patient issue resolution. This role will also be responsible for liaising with the patient support operations team to ensure consistent results and performance as well as continuous improvement in the care we provide for our patients.

Key Responsibilities

• Recruit, train and develop a highly motivated team. Act as thought partner to other team members in the organization
• Lead a team of care managers to deliver exceptional support for enrolled T1D patients
• Continuously coach team on key competencies through in-depth coaching sessions, one-on-ones, team meetings, etc. and monitor team performance
• In partnership with data/analytics team, establish clear metrics and goals and inspire the team to achieve them
• Provide frontline support to care managers, providing guidance and support on making operational decisions to educate on and support patient access to therapy
• Directly engage with HCPs at care centers (including through travel) and support escalated patient situations to ensure compliant and efficient resolution
• Maintain consistent, compliant communication with field colleagues
• In partnership with the training team, develop and deliver training, lead key initiatives, and serve as an expert resource to the broader patient support organization
• Serve as T1D operations lead, liaising with operations team to ensure consistent results and performance tracking
• Identify opportunities for operational efficiencies and continuous improvement and partner with colleagues in other disease areas to share learnings / best practices

Required Education

• Bachelor's Degree

Required Experience

• 10+ years of work in healthcare/pharmaceuticals and 2 years of supervisory/ management experience, or the equivalent combination of education and experience
• Prior experience in cell and gene therapy (preferred)

Required Knowledge / Skills

• Expertise in patient services, patient education, product access, marketing
• Patient centric and customer service minded
• Demonstrated ability to inspire, motivate and coach a team towards clear goals
• Ability to identify and solve complex technical problems and to recognize opportunities for continuous improvement
• Demonstrated ability to effectively and compliantly collaborate across multiple teams
• Excellent communication skills, both written and verbal, with the ability to connect with senior leaders as well as more diverse and large audiences

• Comfortable working in a fast-paced, results-driven, environment, with the ability to multi-task and prioritize the workload of the team
• Contribute to Vertex's culture of compliance by focusing on ethics and integrity in all interactions and ability to role model the expected behavior for the team

#LI-KW1

Pay Range:

Disclosure Statement:

Flex Designation:

Flex Eligibility Status:

In this Hybrid-Eligible role, you can choose to be designated as:
1. Hybrid: work remotely up to two days per week; or select
2. On-Site: work five days per week on-site with ad hoc flexibility.

Note: The Flex status for this position is subject to Vertex's Policy on Flex @ Vertex Program and may be changed at any time.

Company Information

Vertex is a global biotechnology company that invests in scientific innovation.

Vertex is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person's race, color, sex, gender identity or expression, age, religion, national origin, ancestry, ethnicity, disability, veteran status, genetic information, sexual orientation, marital status, or any characteristic protected under applicable law. Vertex is an E-Verify Employer in the United States. Vertex will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.

Any applicant requiring an accommodation in connection with the hiring process and/or to perform the essential functions of the position for which the applicant has applied should make a request to the recruiter or hiring manager, or contact Talent Acquisition at ApplicationAssistance@vrtx.com