Senior Care Manager - Vertex Connects Program

Job Description General Summary: The Senior Care Manager will be part of the patient support business unit at Vertex, within the cell & gene therapy care management team. This role is responsible for the end-to-end coordination and on-time delivery of Casgevy™ (exagamglogene autotemcel; exa-cel) orders, an FDA-approved gene therapy indicated for sickle cell disease (SCD) and transfusion-dependent thalassemia (TDT) and the coordination of patient-facing support and program offerings. Successful execution in this role requires extraordinary coordination across a broad network of internal and field-based colleagues. The Senior Care Manager works in close partnership with Gene Therapy Account Managers (GTAMs), Apheresis and Infusion Specialists (AISs), Treatment Center Activation and Engagement Leads (AELs), and Access and Reimbursement Leads (ARLs), as well as shipping & logistics, manufacturing, and patient support vendors. Together, this network drives the seamless coordination of each order from initiation through to patient infusion. The Senior Care Manager serves as the central operational hub for their assigned Authorized Treatment Centers (ATCs), ensuring order milestones are met, timelines are actively monitored and adjusted, and that ATCs are kept informed with clear, compassionate communication. This role is primarily focused on order management and administering the Vertex Connects patient support program, providing direct, one-to-one patient and caregiver support through their treatment journey. This role reports to the Director, Cell & Gene Therapy Care Management. This position will be based out of our company headquarters in Boston, MA, in a hybrid model (3 days onsite, 2 days remote), with flexibility. Key Duties and Responsibilities: Own end-to-end order coordination and on-time delivery for an assigned territory of Authorized Treatment Centers (ATCs), managing all milestones from patient record creation and apheresis scheduling through manufacturing, quality review, drug product shipment, receipt and inspection at the ATC, and through to infusion Serve as the primary operational point of contact for ATCs, building trusted relationships through transparent, empathetic, and solutions-oriented communication, including leading difficult conversations during challenges or disruptions, sharing regular patient status updates, and preserving trust Train and onboard ATCs on order management processes and systems, including order portal navigation, user access, and operational workflows; generate awareness of and educate ATC teams on the Casgevy patient support program and available resources Provide 1:1 patient support to individuals enrolled in the Vertex Connect program throughout their treatment journey, including product education, assessing eligibility for treatment-related support programs (e.g., travel and lodging assistance, fertility support, and copay assistance), and coordinating and administering these programs while serving as the primary point of contact for patients. Coordinate extensively with field colleagues — Gene Therapy Account Managers (GTAMs), Treatment Center Activation and Engagement Leads (AELs), Access and Reimbursement Leads (ARLs), and Apheresis and Infusion Specialists (AIs) — to align on order status, anticipate risks, and drive timely resolution of issues Monitor manufacturing and coordinate apheresis and drug product delivery timelines with ATCs, while partnering with Shipping & Logistics to ensure on-time delivery and resolve logistical issues. Triage order deviations, inform appropriate stakeholders, and drive resolution in a compliant and timely manner, and escalate to management as warranted Maintain accurate records of order activity and customer communications in the CRM platform; share ATC insights with cross-functional partners to contribute to process and system improvements Remain compliant and knowledgeable of required trainings, standard operating procedures (SOPs), and work instructions (WIs) Maintain confidentiality of patient health information and act in compliance with all applicable laws, regulations, and Vertex Company policies Knowledge and Skills: Exceptional organizational skills and ability to manage multiple complex, time-sensitive orders simultaneously without losing track of details Strong customer service orientation; able to build trusted, long-term relationships with ATC teams built on consistency and follow-through Demonstrated ability to coordinate effectively across large, matrixed teams including internal functions and field-based colleagues Comfortable leading difficult conversations with customers in high-stakes situations, including manufacturing delays or disruptions, with empathy and professionalism Excellent written and verbal communication skills; able to translate complex operational updates into clear, compliant messaging for diverse audiences Strong analytical and problem-solving skills; able to monitor timelines, identify risks early, and drive proactive mitigation Experience working with logistics partners and understanding of specialty drug shipping requirements Comfortable working in a fast-paced, evolving environment where priorities shift and sound judgment under pressure is essential Some travel may be required for live interactions with Authorized Treatment Center representatives Education and Experience: Bachelor's degree in relevant discipline 5–7 years of combined educational/work experience in any combination of the following: Gene therapy, cell therapy, or specialty biologics experience in an operational or order management capacity Operations, supply chain, or logistics experience, preferably in a specialty or rare disease setting Customer account management, particularly with clinical or treatment center accounts Experience coordinating across large cross-functional teams including field-based colleagues Familiarity or experience working with the SCD and/or TDT patient communities Experience supporting a specialty or gene therapy product in a commercial setting (#HYBRID #LI-EC1) Pay Range: $117,800 - $176,800 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 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. #LI-Hybrid 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 View email address on click.appcast.io Help Us Achieve Our Mission Vertex is a global biotechnology company that invests in scientific innovation to create transformative medicines for people with serious diseases. The company has approved medicines that treat the underlying causes of multiple chronic, life-shortening genetic diseases — cystic fibrosis, sickle cell disease and transfusion-dependent beta thalassemia — and continues to advance clinical and research programs in these diseases. Vertex also has a robust clinical pipeline of investigational therapies across a range of modalities in other serious diseases where it has deep insight into causal human biology, including APOL1-mediated kidney disease, acute and neuropathic pain, type 1 diabetes, myotonic dystrophy type 1 and alpha-1 antitrypsin deficiency . Founded in 1989 in Cambridge, Mass., Vertex's global headquarters is now located in Boston's Innovation District and its international headquarters is in London. Additionally, the company has research and development sites and commercial offices in North America, Europe, Australia, Latin America and the Middle East. Vertex is consistently recognized as one of the industry's top places to work, including 14 consecutive years on Science magazine's Top Employers list and one of Fortune’s 100 Best Companies to Work For. For company updates and to learn more about Vertex's history of innovation, visit or follow us on Facebook, Twitter/X , LinkedIn, YouTube and Instagram. The diversity and authenticity of our people is part of what makes Vertex unique, and we recognize that each employee brings diverse perspectives and strengths. By embracing those strengths and celebrating differences, we are fostering an inclusive culture where each of us can bring our authentic selves to work, inspire innovation together, and change people’s lives. Our vision is clear: to be the place where an authentic, diverse mix of talent want to come, to stay, and do their best work.