Shire Patient Support Manager in Lexington, Massachusetts

Works in a highly visible, strong team environment to provide exceptional Customer Service on all levels. Specifically, listen to and counsel patients and medical professionals, interpreting their specific needs and providing friendly, professional and well-informed answers to their questions. Case Managers will work with patients, physician offices, partners and insurance companies to case manage all steps required to gain access to therapy. Maintain relationship with patients and physicians to ensure ongoing compliance with therapy.

Essential Functions


 Works closely with patient/family to case manage all steps required to gain access to therapy.

 Acts as the liaison with medical offices

 Work with Specialty Pharmacy and insurance companies to obtain reimbursement information

 Perform benefit investigations with insurance companies as required.

 Counsel patient/family on reimbursement options

 Manage patient transition to Takeda products. Work with nurses to provide injection/infusion training to patients

 Responsible for maintaining case history for all assigned patients in the CRM system

 Trouble shoot and resolve ongoing reimbursement issues (step edits, insurance changes, PA’s, etc)

 Partner with Field Regional Business Managers and Patient Access Mangers to manage all patient cases within their assigned territories

 Professionally field incoming telephone calls while making a positive impression

 Answer patient and medical office inquiries and resolve customer problems

 Provide ongoing persistency and compliance support by making regular calls to patient/families

 Manage patient assistance requests and work with partners to process applications

 Provide back-up coverage for other Case Managers

 Attend patient meetings and represent Shire at industry conferences

 Travel to sales meetings and medical offices as necessary

Education & Experience Requirements

 BA/BS in the life sciences or communications preferred

 3 -5 years of prior case management experience preferred

Key Skills and Competencies

 Prior reimbursement experience with ability to communicate complex reimbursement scenarios to patients and medical professionals.

 Ability to multi task, problem solve and work independently

 Individual must possess and portray strong emotional resilience

 Individual must possess extraordinary positive attitude, exceptional listening skills, and strong verbal and written communication skills

 Ability to handle sensitive information

 Living our leadership behaviors is a basic expectation for all Shire employees. Shire expects all employees to embody the following:

Other Job Components

Complexity and Problem Solving

 Ability to problem solve complex reimbursement scenarios and recommend solutions

 Ability to maintain composure and remain professional during difficult patient or medical calls

Internal and External Contacts

 Liaison with patients and families

 Liaison with physicians and sites of care

 Work with specialty pharmacy partners, insurance companies and nursing agencies

 Work with Regional Business Managers, Patient Access Manager and Managed Care/Government Accounts team

Other Requirements

 10% Travel

Notice to Employment / Recruitment Agents:

Employment / Recruitment agents may only submit candidates for vacancies only if they have written authorization to do so from Shire, a wholly-owned subsidiary of Takeda’s Talent Acquisition department. Any agency candidate submission may only be submitted to positions opened to the agency through the specific Agency Portal. Shire, a wholly-owned subsidiary of Takeda will only pay a fee for candidates submitted or presented where there is a fully executed contract in place between the Employment / Recruitment agents and Shire, a wholly-owned subsidiary of Takeda and only if the candidate is submitted via the Agency Portal. Candidates submitted or presented by Employment / Recruitment Agents without a fully executed contract or submitted through this site shall not be deemed to form part of any Engagement for which the Agency may claim remuneration.

Equal Employment Opportunity

Shire, a wholly-owned subsidiary of Takeda, is an Equal Opportunity Employer committed to a diverse workforce. Shire, a wholly-owned subsidiary of Takeda, will not discriminate against any worker or job applicant on the basis of race, color, religion, gender, national origin, ancestry, age, sexual orientation, marital or civil partnership status, pregnancy, gender reassignment, non-job related mental or physical disability, genetic information, veteran status, military service, application for military service, or membership in any other category protected under law.

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EEO is the Law – Supplement -

Pay Transparency Policy -

Reasonable Accommodations

Shire, a wholly-owned subsidiary of Takeda, is committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please call 484-595-8400 and let us know the nature of your request and your contact information.

Takeda is an industry-leading, global pharmaceutical company with an unwavering dedication to putting patients at the center of everything we do. We live our values of Takeda-ism – Integrity, Fairness, Honesty, and Perseverance – and are united by our mission to strive towards Better Health and a Brighter Future for people worldwide through leading innovation in medicine. Here, everyone matters and you will be a vital contributor to our inspiring, bold mission. At Takeda, you will make an impact on people’s lives – including your own.