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:

$184,000 - $276,000

Disclosure Statement:

The range provided is based on what we believe is a reasonable estimate for the base salary pay range for this job at the time of posting. This role is eligible for an annual bonus and annual equity awards. Some roles may also be eligible for overtime pay, in accordance with federal and state requirements. Actual base salary pay will be based on a number of factors, including skills, competencies, experience, and other job-related factors permitted by law.

At Vertex, our Total Rewards offerings also include inclusive market-leading benefits to meet our employees wherever they are in their career, financial, family and wellbeing journey while providing flexibility and resources to support their growth and aspirations.  From medical, dental and vision benefits to generous paid time off (including a week-long company shutdown in the Summer and the Winter), educational assistance programs including student loan repayment, a generous commuting subsidy, matching charitable donations, 401(k) and so much more.

Flex Designation:

Hybrid-Eligible Or On-Site Eligible

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 s