Case Management Lead, Rare Endo & Rare Tumor (Eastern Tome Zone)

Remote position supporting Eastern Standard Time Zone (8:30 EST - 5pm EST). Up to 15% potential travel to existing Alexion sites and off-site meetings when requested.  Start date ASAP. 

This is what you will do: 

The Rare Endo & Rare Tumor (RERT) Case Management Lead is a leadership role within Alexion Patient Services responsible for managing teams that provide case management support to OneSource-enrolled patients across the RERT portfolio. This role leads, coaches, and develops Case Managers who support patients, caregivers, and external partners throughout the patient journey, from onboarding through adherence, for prescribed Alexion products. The position also oversees the RERT CM Float team, which provides coverage and support across the broader portfolio. In partnership with other RERT leaders, this role identifies coverage needs, prioritizes team support requirements, and allocates float resources to optimize service delivery and drive high-touch efficiency across the case management organization. The role is accountable for delivering an excellent patient experience through ongoing coaching and development, data-driven performance management, and adherence to all Alexion policies, SOPs, and work instructions. 

This role will also 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. 

• RERT CM Float Team Lead: Responsible for leading, coaching, and developing a team of RERT Floats to deliver a best-in-class patient experience and consistently high-quality patient support services.  Drives individual and team performance through ongoing feedback, mentoring, and use of performance data, while ensuring strong compliance with program work instructions and Alexion policies.  Supports quality management, improves efficiency across the patient journey through data-driven decision-making, and helps shape and implement patient-centric strategies and tactics.  Fosters the professional growth of team members, building their capabilies as mentors and preceptors across the broader RERT CM portfolio.  

• 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 and Performance Oversight:  

• Building and maintaining positive relationships with contracted vendors to foster collaboration and resolve any issues that may arise promptly 

• Daily oversight of vendor performance, including issue escalation, performance review, and trend analysis 

• Conducting regular meetings to review business performance, discuss improvements, and address concerns 

• Active participation in business vendor reviews (monthly and quarterly) 

• Cross Functional Partnering:  

• Partners closely with cross functional teams within Patient Services and RERT, 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: Provides project management support for the development and implementation of tactics based on strategic and operational insights from data analysis, case review, and team and vendor performance, including operational launch support for new and expanding initiatives across the RERT portfolio.   

You will need to have: 

• 5+ years of Patient Services/Case Management or similar operational experience   

• 2+ years of leadership 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 

• 5+ years of pharmaceutical/biotech experience 

• Project Management experience 

• Product launch experience 

• Experience managing complex projects that require cross-functional collaboration