Posted to MedZilla on 1/20/2019

Takeda Pharmaceuticals

US-MA, Patient Support Manager SR0031608-MZ


PLEASE NOTE: This position is located in our Lexington, MA office and will be supporting Puerto Rico territory - Bilingual/Spanish skills are preferred

Hours: 8:30am to 5:30pm EST

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 Takeda 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

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

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
List any other job requirements, including domestic travel, international travel, driver s license, physical abilities required, etc.
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.

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.

Please visit our website at


* If a direct employer requests that you go to their web site and complete your application there in order to be
  considered, please do so. Applications for all positions are subject to each employer's specific requirements.