Case Management Lead, Rare Endo & Rare Tumor (Eastern Tome Zone)

About the Company

Responsibilities

• ● Case Manager Lead : Daily oversight of CM logistics and workforce management. Includes regular check ins , weekly case and call reviews with direct an d real-time feedback, monthly CM metric analysis and review , ongoing performance discussions.
• ● RERT CM Float Team Lead : Responsible for leading, coaching, and developing a team of RERT Floats to deliver a best -in-class patient experience and consistently high-quality patient support services . Drives individual and team performance through ongoing feedback, mentoring, and use of performance data, while ensuring strong compliance with program work instructions and Alexion policies . Supports quality management, improves efficiency across the patient journey through data-driven decision-making, and helps shape and implement patient-centric strategies and tactics . Fosters the professional growth of team members, building their capabilies as mentors and preceptors across the broader RERT CM portfolio.
• ● Performance Management and Quality Assurance : 20% of time focused on patient and provider experience through the following activities:
• ● Weekly c all observation and necessary coaching
• ● Patient Case reviews
• ● Quarterly live shadow time with direct reports
• ● A dherence t o outlined quality standards
• ● Evaluation of d ocumentation and data entry practices
• ● Adherence to established work instructions
• ● Ensuring appropriate follow up with necessary cross-functional partners
• ● Ongoing analysis of team performance against Brand and Patient Service's strategic imperatives and key performance indicators
• ● Call Ove r flow Management
• ● Vendor R elationship and Performance Oversight :
• ● Building and maintaining positive relationships with contracted vendors to foster collaboration and resolve any issues that may arise promptly
• ● Daily oversight of vendor performance, including issue escalation, performance review, and trend analysis
• ● Conducting regular meetings to review business performance, discuss improvements, and address concerns
• ● Active participation in business vendor reviews (monthly and quarterly)
• ● Cross Functional Partnering :
• ● Partners closely with cross functional teams within Patient Services and RERT , offering insights and areas for improvement while adhering to compliance guardrails.
• ● Partners closely on XF work impacting CM team ( i.e. patient materials, CM talking points, work instructions, CRM dashboards, adherence care plan, system enhancements, efficiencies. etc ) .