Senior Case Manager- Specialty

Biogen, Inc.; North Carolina; On-site; USD 54,000 - 71,000; Full time

Benefits offered by this job

Medical, Dental, Vision insurance

401(k) with company match

Paid time off - minimum 15 days

Job summary

Biogen, Inc. is seeking a Senior Case Manager in Patient Services to guide patients and healthcare providers through access challenges and non-clinical barriers to treatment. The role emphasizes empathetic, patient-centered care from case initiation to closure.

You will leverage knowledge of reimbursement processes, benefits investigations, and payer requirements to ensure timely access while maintaining regulatory compliance. Travel up to 20% is required as part of program operations.

Qualifications

• 3+ years in customer service, patient services, or case management in healthcare.
• Strong reimbursement knowledge: benefit investigations and payer policies.
• Familiarity with managed care and government payers.
• Analytical, investigational skills and attention to detail.
• Ability to work under pressure and manage priorities.

Responsibilities

• Build trusted relationships with patients and providers through proactive communication.
• Apply program knowledge to tailor support to each patient’s needs.
• Deliver case management including inbound/outbound contact with patients and providers.
• Provide reimbursement support including prior authorization information and financial assistance.
• Research benefits, coverage, and payer policies to ensure compliance with timelines.
• Follow SOPs and departmental guidelines.
• Travel up to 20% to support operations.
• Meet/exceed performance and quality metrics.

Skills

Customer service

Case management

Healthcare

Reimbursement processes

Payer policies

Bilingual – English/Spanish

Microsoft Office

CRM systems

Education

High school diploma

Bachelor’s degree preferred

Tools

CRM systems

Microsoft Office

Job description

About This Role

As a Senior Case Manager in Patient Services, you will join a dynamic team dedicated to facilitating access to our treatments by overcoming non-clinical challenges and ensuring compliance with regulatory standards. This role involves acting as the primary liaison between patients, healthcare providers, and various partners, guiding them through the complexities of accessing prescribed medications. Your goal will be to provide empathetic, patient-focused care from the initiation to the closure of each case. Through your meticulous attention to detail and proactive communication, you will significantly contribute to our mission of caring deeply, working fearlessly, and changing lives. This position is integral to our operations, ensuring that our patients receive the support they need to access life‑changing therapies.

What You’ll Do

• Build trusted relationships with patients and healthcare providers through proactive communication and timely execution of deliverables.
• Leverage a thorough understanding of program services to align support with the unique needs of each patient.
• Deliver personalized case management, including inbound and outbound communication with patients and HCPs regarding non‑clinical access challenges.
• Provide personalized reimbursement support, including benefit investigations, prior authorization information, and financial assistance program determination.
• Conduct necessary benefits, coverage, and payer research to ensure compliance with appeal policies and timelines.
• Adhere to all standard operating procedures and departmental guidelines.
• Travel up to 20% to support program operations.
• Meet and exceed performance metrics and quality standards to achieve business objectives.
• Perform other duties as assigned.

Who You Are

You are a compassionate and detail-oriented individual with a passion for helping others.

Your strong interpersonal skills enable you to listen well and communicate fluently, making you an effective advocate for patients and healthcare providers.

You are service-oriented, anticipating and meeting the needs of those you support.

Your persistence and problem-solving abilities drive you to achieve results, even in the face of obstacles.

You are organized and adaptable, comfortable with process improvement and change management, and you proactively identify trends to communicate to leadership and partners.

Required Skills

• A minimum of 3 years of customer service, patient services, case management, or related experience in a healthcare environment.
• Proficient in reimbursement processes, including benefit investigations and payer reimbursement policies.
• Strong knowledge of the managed care industry, including government payers.
• Demonstrated investigational and analytical skills.
• Ability to work effectively under pressure and prioritize tasks in a fast‑paced environment.
• Strong interpersonal skills for patient support and education.
• Technical proficiency in Microsoft Office Products and CRM systems.
• Bilingual (English and Spanish) skills are a plus.
• High school degree required; Bachelor’s Degree preferred.

Preferred Skills

Experience with process improvement and change management.

Ability to work collaboratively in a team structure.

Familiarity with protecting patient privacy in various work environments.

Job Level

Entry Level

Additional Information

The base compensation range for this role is: $54,000.00-$70,500.00. Base salary offered is determined through an analytical approach utilizing a combination of factors including, but not limited to, relevant skills & experience, job location, and internal equity. Regular employees are eligible to receive both short term and long-term incentives, including cash bonus and equity incentive opportunities, designed to reward recent achievements and recognize your future potential based on individual, business unit and company performance.

In addition to compensation, Biogen offers a full and highly competitive range of benefits designed to support our employees’ and their families physical, financial, emotional, and social well‑being; including, but not limited to:

• Medical, Dental, Vision, & Life insurances
• Fitness & Wellness programs including a fitness reimbursement
• Short- and Long-Term Disability insurance
• A minimum of 15 days of paid vacation and an additional end‑of‑year shutdown time off (Dec 26-Dec 31)
• Up to 12 company paid holidays + 3 paid days off for Personal Significance
• 80 hours of sick time per calendar year
• Paid Maternity and Parental Leave benefit
• 401(k) program participation with company matched contributions
• Employee stock purchase plan
• Tuition reimbursement of up to $10,000 per calendar year
• Employee Resource Groups participation
• Regular employees are eligible to receive both short term and long-term incentives, including cash bonus and equity incentive opportunities, designed to reward recent achievements and recognize your future potential based on individual, business unit and company performance.

Why Biogen?

We are a global team with a commitment to excellence, and a pioneering spirit. As a mid‑sized biotechnology company, we provide the stability and resources of a well‑established business while fostering an environment where individual contributions make a significant impact. Our team encompasses some of the most talented and passionate achievers who have unparalleled opportunities for learning, growth, and expanding their skills. Above all, we work together to deliver life‑changing medicines, with every role playing a vital part in our mission. Caring Deeply. Achieving Excellence. Changing Lives.

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.

As Biogen recently acquired Apellis, you can find additional open jobs on our Apellis website here.