Patient Services Case Management Lead

The Patient Services Case Management Lead (Director level) is a people leader responsible for building and leading Intellia’s Nurse Case Manager (NCM) team supporting a one-time, intravenous (CRISPR) gene-editing therapy in Hereditary Angioedema (HAE). This role ensures NCMs deliver consistent, compliant, non-promotional Patient and caregiver support, including education, treatment readiness logistics, and longitudinal follow-up, while maintaining clear escalation pathways to Medical Information, Pharmacovigilance (PV), Quality, and Legal/Compliance.

The Director owns NCM staffing strategy, onboarding and ongoing training, quality monitoring, documentation standards, and performance management. The role partners closely with Patient Access Liaisons (PALs), the hub vendor, Market Access leadership, Medical, Safety, and Compliance to ensure a compliant, compassionate, and outstanding Patient Support operating model.

Duties/Responsibilities

Leadership & People Management

• Recruit, hire, onboard, and lead a high-performing team of Nurse Case Managers; establish clear expectations, coaching cadence, and development plans.
• Translate program strategy into day-to-day execution standards, including case documentation norms, call handling expectations, and escalation decision trees.
• Design coverage plans for PTO/leave to ensure continuity of patient support without creating duplication, unauthorized outreach, or gaps in follow-up.
• Serve as the escalation point for complex Patient situations involving readiness barriers, coordination questions, or sensitive communications (within non-clinical boundaries).

Program Execution & Quality

• Own the NCM training program and training log governance (initial onboarding, continuing education, annual compliance refresh); coordinate with Training, Compliance, and vendor partners as needed.
• Define and maintain NCM quality monitoring: call quality review, case note auditing, coaching feedback loops, and corrective action plans.
• Ensure consistent Patient education delivery aligned to approved materials and talk tracks; reinforce that NCMs do not provide medical advice or clinical decision-making.
• Oversee longitudinal follow-up approach for a one-time therapy (post-infusion milestones, patient check-ins, long-term follow-up routing) in alignment with Intellia policy and study/registry requirements (as applicable).

Cross-Functional Collaboration

• Partner with PAL leadership to align on handoffs, boundaries, and escalation routing between access resolution and Patient education/training readiness topics.
• Partner with hub leadership to align intake workflows, case triage, documentation expectations, and service-level performance impacting NCM work.
• Coordinate with Medical Affairs / Medical Information for clinical inquiry routing and response standards; ensure closed-loop documentation in the system of record.
• Coordinate with Safety/PV and Quality for adverse event and product complaint identification, documentation, and timely reporting, including refresher training for NCMs.
• Work with Legal/Compliance to operationalize HIPAA minimum-necessary standards, PHI privilege by role, and monitoring controls.

Operational Excellence & Data

• Own NCM workflow design inputs to the Customer Relationship Management (CRM) system, including required fields, case states, closure codes, and analytics-ready reasons.
• Use dashboards and case analytics to identify drivers of variability (rework, repeat outreach, missed follow-ups), and implement process improvements.
• Support budget and resource planning for the NCM function, including vendor spend tied to training/quality tools where applicable.
• Familiarity with reimbursement pathways, patient financial assistance programs, and payer dynamics in specialty/rare diseases.

Compliance and Regulatory Responsibilities

• Adhere to all company policies, standard operating procedures, and compliance requirements.
• Maintain strict Patient privacy and confidentiality in accordance with HIPAA and applicable regulations.
• Fulfill all pharmacovigilance and adverse event reporting obligations in a timely and compliant manner.
• Operate within non-promotional guidelines and approved program scope at all times.

Supervisory Responsibilities

x N/A

Requirements

Skills/Abilities

Ability to hire, motivate and retain top talent to the following skillset:

• Provide high-touch, non-promotional Patient education and care coordination
• Navigate benefits verification, prior authorizations, and appeals
• Coordinate care across providers, specialty pharmacies, and internal teams
• Identify and resolve access, adherence, and care barriers
• Communicate clearly with patients, caregivers, and healthcare providers
• Document cases accurately in CRM or case management systems
• Complex problem-solving and care coordination
• Excellent written and verbal communication skills
• Strong attention to detail
• Cultural sensitivity and compassionate patient care
• Ability to work independently in a field-based environment
   

Education / Certifications

• Active, unrestricted U.S. Registered Nurse (RN) license OR
• Licensed Social Worker (LSW) or above
• Bachelor’s degree required; BSN or LCSW preferred

Experience

• 8+ years of experience in Patient Services, case management, nursing leadership, or specialty/rare disease support programs, including 3+ years of people leadership.
• Demonstrated experience supporting complex therapies with high-stakes access and administration pathways (e.g., infusion, specialty, rare disease, cell and gene therapy) preferred.
• Deep familiarity with HIPAA, minimum-necessary standards, and operational boundaries for non-promotional Patient support roles.
• Experience with adverse event/product complaint identification and reporting workflows in a Patient Support environment.
• Previous experience in Cell and or/Gene Therapy (CGT) preferred
• Buy and Bill experience

Other Requirements

• Strong operational rigor: documentation standards, quality monitoring programs, and audit-ready practices.
• Comfortable working cross-functionally in a matrixed biotech environment; strong written and verbal communication skills.
• Proficiency with CRM/case management platforms and call center/telephony tools; ability to use data to drive performance.

Working Conditions
This position may be remote or hybrid depending on business needs and candidate location. Periodic travel may be required for internal meetings, onboarding, or launch readiness working sessions.

EEOC Statement: Intellia believes in a diverse environment, and is committed to equal employment opportunity for all its employees and qualified applicants. We do not discriminate in recruitment, hiring, training, promotion or any other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, marital or veteran status, disability, or any other legally protected status. Intellia will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.

Applications are accepted on a rolling basis, and will continue to be accepted until the position is filled at which point the position will be taken down.

The base salary for this position is expected to range between $0.00 - $500,000.00 USD per year.

The salary offered is determined based on a range of factors including, but not limited to, relevant education and training, overall related experience, specialized, rare or in-demand skill sets, internal comparators and other business needs. Upon joining Intellia, your salary will be reviewed periodically and additional factors such as time in role and performance will be considered. Intellia may change the published salary range based on company and market factors.

Additional compensation includes a performance-based annual cash bonus, a new hire equity grant, and eligibility to be considered for annual equity awards the value of which are determined annually at the Company’s discretion.

For more information about Intellia’s benefits, please click here.