Lead Case Management Coordinator, Patient Services Rare Disease

Overview Rare Disease Lead Case Manager – Lead Case Manager‑Rare Disease will support the Acquisition, Access, and Adherence processes that underlie Biogen’s rare disease service model. The role collaborates with internal field teams, caregivers, health care providers, hospitals, service partners, insurance payers, and channel partners to help patients start and remain on therapy. The Lead Case Manager engages with cross‑functional stakeholders to resolve patient non‑clinical barriers including insurance coverage, reimbursement, financial limitations, site‑of‑care logistics, procurement, and distribution issues. Responsibilities Support patients, caregivers, and HCPs through end‑to‑end acquisition, access, and adherence processes. Case‑manage all patient information from multiple sources to ensure completion of the patient journey. Own the primary interface with rare disease specialty pharmacies to pull through patient situations and escalations while partnering with field teams. Initiate first patient contact upon receipt of the Start Form to introduce next steps and support all incoming customer calls. Coordinate subsequent dosing (post‑first dose) by confirming product shipment and monitoring patients for PA/re‑auth to keep them ready and compliant. Manage support services including FA enrollment, PAP and interim dose orders, copay attestation, travel assistance, mobile labs, and AE reporting. Prepare pre‑huddle calls with FAM to prioritize patients and disseminate dashboards to the team. Serve as the primary point of contact for patients, caregivers, HCPs, sites of care, channel partners, BIIB Family Access Managers, and Rare Disease Account Executives. Work cross‑functionally to identify and resolve patient access barriers, including insurance coverage, reimbursement, financial limitations, site of care, and procurement/distribution issues. Establish, foster, and maintain relationships with caregivers, providing emotional support and enabling forward progress. Allocate up to 15% of work time to projects supporting rare disease patients, such as PIQ management, TAP, financial assistance, mobile labs, process improvements, and UAT testing. Drive revenue through accountability to quality and performance metric goals. Adhere to quality and compliance standards and meet KPIs, acquisition, and adherence metrics targets set by Patient Services Leadership. Act as a consistent point of contact for field‑based colleagues, collaborating with FAM, RDAE, and IRAM teams to clear non‑clinical barriers and drive patient onboarding and maintenance. Maintain and expand clinical, database, and process knowledge through required and continuous training. Address customer product complaints and handle adverse event submissions. Qualifications Prior Biogen Patient Services experience preferred. Performance history at or above established expectations. Familiarity with the financial assistance process. Outstanding relationship‑building skills and the ability to work closely with a care team. Self‑motivated, organized, and self‑aware, able to manage workload with minimal supervision. High EQ skills, strong problem‑solving, time‑management, and organizational skills. Expertise at interfacing with various customer types. Willingness to travel as needed. Technical proficiency in CRM or an equivalent system. Comfortable working with standard operating procedures focused on quality. Strong verbal and written communication skills. Ability to lead projects supporting rare disease patients. Positive, solution‑focused attitude. Education & Experience High School diploma or equivalent required. Bachelor’s degree preferred. Benefits Base salary range: $67,000 – $87,000. The compensation includes short‑term and long‑term incentives, cash bonuses, equity incentive opportunities, and a comprehensive benefits package: medical, dental, vision, life insurance, fitness and wellness programs, short‑ and long‑term disability insurance, paid vacation, paid holidays, sick time, maternity and parental leave, 401(k) with company match, employee stock purchase plan, tuition reimbursement, and employee resource group participation. EEO Statement All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, sexual orientation, marital status, race, color, national origin, ancestry, ethnicity, religion, age, veteran status, disability, genetic information, or any other basis protected by federal, state or local law. Biogen is an E‑Verify Employer in the United States. #J-18808-Ljbffr