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Patient Support Manager - Endocrinology

Lexington, Massachusetts


Takeda fosters a collaborative and stimulating work environment filled with opportunity and the chance to make a difference in people's lives. It is a workplace driven by integrity, one of Takeda’s long-held values that extends to both the patients we serve and our employees who develop and deliver medicines. Across our company, Takeda employees bring together diverse strengths that together create a stronger whole.

As one of the world’s leading biopharmaceutical companies, Takeda is committed to bringing Better Health and a Brighter future to people worldwide. We aspire to bring our leadership in translating science into life-changing medicines to the next level, in our core focus areas; oncology, gastroenterology, neuroscience, rare diseases, plasma-derived therapies, and vaccines.

We are a passionate team doing important work that impacts patients’ lives. If you are driven to create better health and a brighter future, join us!

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What makes a successful member of our team? Check out the traits we’re looking for and see if you have the right mix.

  • Collaborative
  • Strategic
  • Results Driven
  • Self-starter
  • Versatile
  • Team player

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  • Since 1781, the values of Takeda-ism (Integrity, Fairness, Honesty, and Perseverance) have guided everything we do—from decision-making to interacting with patients.

  • Our people-first mission extends beyond patients to include their families, communities, and our own Takeda family.

  • A strong, borderless team, we strive together towards our priorities and inspiring mission.

  • Recognized for our culture and way of working, we’re one of only 13 companies to receive Top Global Employer® status for 2018.

  • Our people-first mission extends beyond patients to include their families, communities, and our own Takeda family.

  • Our vision is of a world with accessible healthcare for all, where prevention measures are exponentially advanced and billions are freed of disease. Our approach is rooted in our patient-centricity and the creation of outstanding treatments that change people's lives. Building upon a foundation of sustainability, we are committed to contributing to the long-term health of people through disease prevention.

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Patient Support Manager - Endocrinology

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Job ID SR0044447 Date posted 12/06/2019 Location Lexington, Massachusetts

Job Summary

The Patient Support Manager 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. Patient Support 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 Shire 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 Patient Support 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

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% or less 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.

EEO is the Law -

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.

Job ID SR0044447

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