Lead, Patient Support Services, Global Rare Diseases

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

Benefits offered by this job

Relocation assistance

Remote work options

Tax assistance for foreign colleagues

Job summary

Chiesi USA, Inc. in Boston, MA, is seeking a Patient Services Case Management Lead to oversee the Case Management team and ensure high-quality patient support. You will coach case managers, monitor performance, and collaborate with Field Reimbursement and other teams to resolve access barriers.

The role emphasizes driving compliant patient experiences, workload balance, and ongoing process improvements in a hybrid work setting.

Qualifications

• Bachelor's degree or higher in a healthcare-related field preferred.
• 8+ years of direct management experience in patient support or healthcare management.
• Experience with HIPAA and patient privacy policies.
• Expertise in reimbursement/policy landscape and communicating complex scenarios.

Responsibilities

• Lead the Patient Services Case Management team and oversee daily activities.
• Coach, develop, and provide ongoing feedback to Case Managers.
• Conduct regular case reviews and quality monitoring.
• Escalate complex patient access, reimbursement, and provider issues.
• Ensure consistent patient and caregiver support throughout the treatment journey.
• Monitor KPIs, service levels, and quality standards; coordinate cross-functional teams.
• Identify gaps and implement process improvements; support training and CRM enhancements.
• Ensure compliance with program requirements and HIPAA protections.

Skills

Leadership

Patient Services

Call Center

HIPAA compliance

Reimbursement knowledge

Healthcare management

Education

Bachelor's degree or higher in healthcare-related field

Tools

Microsoft Office

Job description

About Us

Based in Parma, Italy, Chiesi is an international research-focused biopharmaceutical group with 90 years’ experience, operating in 31 countries. More than 8,000 employees across the group are united by a singular purpose: promoting a healthier world for our people, patients, and the planet. This is what drives us as we research, develop, and market innovative drugs across our main therapeutic areas. Discover more here.

At Chiesi we are thinking generations ahead, driving sustainable innovation with purpose. This fosters a culture of reliability, transparency, and ethical behaviour at every level. As a Benefit Corporation and a certified B Corp, we have embedded sustainability in our bylaws and continuously measure our impact.

Diversity, inclusion, and equal opportunity are at the heart of who we are. We believe our differences make us stronger. We are a vibrant ecosystem of passionate, talented individuals united by strong values, each bringing unique perspectives that help us to continuously challenge the status quo for the better.

Chiesi Global Rare Diseases

Chiesi Global Rare Diseases is a Chiesi Group’s business unit established in February 20020 and focused on research, development and commercialization of treatments and patient support services for rare and ultra-rare disorders, many of whom have limited or no treatments available.

This unit is based in Boston, Massachusetts, with a strong synergy with the headquarters in Parma.

Rare unit has a focus on research and product development for lysosomal storage diseases, rare hematology, ophthalmology disorders and rare immunodeficiencies. The unit is also a dedicated partner with global leaders in scientific research, patient advocacy and care. Discover more here.

Who We Are Looking For

This is what you will do

The Patient Support Services Lead is responsible for the leadership, management, and day-to‑day oversight of the Patient Services Case Management team within Global Rare Diseases. This individual will ensure consistent execution of patient support services, appropriate workload management, high-quality case management, and a compliant patient and provider experience.

The Lead will coach and develop Case Managers, provide guidance on complex patient access and reimbursement cases, monitor team performance and quality, and identify opportunities to improve processes, training, technology, and the overall patient experience.

You’ll be responsible for

• Lead and directly manage the Patient Services Case Management team.


• Oversee day-to-day case management activities and ensure appropriate 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 established 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.

You will need to have

• Minimum bachelor’s degree or higher degree in a Healthcare related field preferred


• 8+ years of direct management experience required in a patient support or healthcare management role (biopharmaceutical industry/ rare disease preferred)


• Experience with Microsoft Office programs required (Word, Excel, Power Point, 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 critical


• Reimbursement experience with the ability to communicate complex reimbursement scenarios to patients and medical professionals


• High aptitude for learning complex processes and adaptability to change


• Patient-focused

Location

Hybrid role based in Boston, MA.

Compensation

The annual base pay for this position ranges from $184,100 to $225,060. Hourly and salaried non-exempt employees will also be paid overtime pay when working qualifying overtime hours. Base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. If hired, the employee will be in an \"at-will position\" and the Company reserves the right to modify base pay (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

What We Offer

No matter where your path starts at Chiesi, it leads to inspiring possibilities. Your future is our focus, and we are committed to nurturing your development in our dynamic, friendly environment with access to resources and training every step of the way.

We provide top-class benefits, including comprehensive healthcare programs, work-life balance initiatives, and robust relocation support. Our salary package is competitive, comprising a basic salary, performance bonuses, and benefits benchmarked against the external market. Additionally, we offer flexible working arrangements, remote work options, and tax assistance services for foreign colleagues, all designed to help you thrive.

Chiesi USA is an equal opportunity employer committed to hiring a diverse work force at all levels of our business. All qualified applicants receive consideration for employment without regard to race, national origin, age, sex, religion, disability, marital status, veteran status, or any other basis protected by local, state or federal law. This policy applies with regard to all aspects of one’s employment, including hiring, transfer, promotion, compensation, eligibility for benefits and termination.