Global Lead, Patient Services — Rare Diseases

Chiesi; Boston (MA); Hybrid; USD 184,000 - 225,000; Full time

Benefits offered by this job

Healthcare

Relocation support

Flexible working

Remote work options

Tax assistance

Job summary

Chiesi USA, based in Boston, seeks a Patient Services Lead to manage the Case Management team within Global Rare Diseases. You will ensure high-quality patient support, oversee workload, and guide complex access and reimbursement cases.

You will mentor Case Managers, monitor KPIs, and collaborate across Field Reimbursement, Trade & Channel, Specialty Pharmacies, and Market Access to remove barriers. A healthcare degree and 8+ years of leadership in patient services are required.

Qualifications

• Minimum bachelor’s degree or higher in a healthcare-related field.
• 8+ years of direct management experience in patient support or healthcare management.
• Experience with Microsoft Office programs (Word, Excel, PowerPoint, Outlook, Teams).
• Expertise in Patient Services and Call center operations.
• Expertise in patient-focused programs with HIPAA regulations and patient privacy policies.
• Expertise in reimbursement/policy landscape.
• Reimbursement experience with ability to communicate complex reimbursement scenarios to patients and medical professionals.
• High aptitude for learning complex processes and adaptability to change.
• Patient-focused approach.

Responsibilities

• Lead and directly manage the Patient Services Case Management team.
• Oversee day-to-day case management activities and workload distribution.
• Coach, develop, and provide ongoing feedback to Case Managers.
• Conduct regular case reviews and quality monitoring.
• Serve as the escalation point for complex patient access, reimbursement, specialty pharmacy, and provider issues.
• Ensure patients and caregivers receive consistent support throughout the access and treatment journey.
• Monitor team performance against KPIs, service levels, and quality standards.
• Partner with Field Reimbursement, Trade & Channel, Specialty Pharmacies, Market Access, Medical, and other cross-functional teams to resolve patient access barriers.
• Identify operational gaps and implement process improvements.
• Support development and delivery of Case Manager training.
• Coordinate CRM enhancements and workflow improvements that support the case management team.
• Ensure compliance with program requirements, HIPAA, patient privacy requirements, and applicable policies.
• Support hiring, onboarding, performance management, and development of Case Managers.
• Provide leadership visibility into patient trends, barriers, escalations, and areas requiring action.

Skills

Management experience

Microsoft Office

Patient Services

HIPAA compliance

Reimbursement knowledge

Communication skills

Change management

Patient-focused

Education

Bachelor's degree in healthcare field

Job description

Chiesi USA, based in Boston, seeks a Patient Services Lead to manage the Case Management team within Global Rare Diseases. You will ensure high-quality patient support, oversee workload, and guide complex access and reimbursement cases.

You will mentor Case Managers, monitor KPIs, and collaborate across Field Reimbursement, Trade & Channel, Specialty Pharmacies, and Market Access to remove barriers. A healthcare degree and 8+ years of leadership in patient services are required.