Associate Director, Case Management GTx

About the position

The Associate Director, Case Management is responsible for overseeing the operational health of brand-specific programs and serves as the primary contact for program needs with key stakeholders. This role involves managing a team of Customer Support Associates/Specialists, ensuring compliance with company policies, and implementing process improvements to enhance the provider experience. The position may allow for remote work, but certain expenses will be the responsibility of the employee.

Responsibilities

• Lead, coach, and motivate a dedicated team of Customer Support Associates/Specialists.
• Ensure ongoing growth and development of the team, including training on marketplace and therapy area changes.
• Manage workload and responsibilities to ensure appropriate coverage of physician offices and external stakeholders.
• Seek ways to improve the provider experience and work cross-functionally to implement improvements.
• Support the development and implementation of new patient support programs or operational processes for new brand launches.
• Implement process improvements across support platforms, including Salesforce case management and Genesys telephony.

Requirements

• Bachelor's Degree required; advanced degree preferred (e.g., PharmD, RPh, PA).
• 5+ years of experience in pharmaceutical, biotech, access/reimbursement, or patient support center.
• 2+ years of people management/leadership experience.
• Comprehensive knowledge of Case Management processes.
• Successful experience in hiring, developing, and managing diverse high-performing teams.
• Strong leadership, teaching, planning, organization, data analytics, decision-making, and problem-solving skills.
• Proficient in Microsoft Office tools and CRM systems (e.g., Salesforce).

Nice-to-haves

• Management of a patient support team, especially in a specialty category.
• 3+ years' experience with direct provider/caregiver/patient interaction.
• Strong compliance mindset and high level of integrity.
• Understanding of privacy laws and regulations including HIPAA.
• Experience managing a team across multiple locations.

Benefits

• Restricted Stock Units (RSU)
• Paid time off
• Parental leave
• 401(k) eligibility