Case Management, Patient Support Program

Job Title: Case Management, Patient Support Program

About the Job

We are seeking a dedicated and solution-focused Case Manager to join our newly created in-house Patient Support Services (PSS) Program. The ideal candidate will play a pivotal role in developing the program, helping patients navigate barriers to accessing treatment, understanding their insurance coverage, and facilitating care coordination. This position requires a high level of leadership, independence, and the ability to prioritize tasks efficiently.

As a Dermatology, Respiratory, and Gastroenterology Case Manager, you will work collaboratively with cross-functional partners, external hub support services, and healthcare providers to ensure patients receive seamless support in accessing Dupixent for all therapeutic indications.

We are an innovative global healthcare company, committed to transforming the lives of people with immune challenges, rare diseases and blood disorders, cancers, and neurological disorders. From R&D to sales, our talented teams work together, revolutionizing treatment, continually improving products, understanding unmet needs, and connecting communities. We chase the miracles of science every single day, pursuing progress to make a real impact on millions of patients around the world.

Main Responsibilities:

Problem-Solving and Leadership:

• Investigate and resolve patient access challenges with a root-cause analysis approach.

• Partner across internal and external teams with a solution-focused, team-oriented mentality.

• Establish and maintain professional and effective relationships with all internal and external customers and stakeholders, including but not limited to case management team and patient support services colleagues, medical, sales, market access, insurance companies, specialty pharmacies, injection training and office coordinators.   

• Demonstrate and maintain a high level of business acumen, understanding Sanofi’s business model, and the role of the case manager and patient support services team in commercializing the business and driving initiatives to meet goals.  

• Demonstrate innovation by consistently monitoring systems, processes, and potential care gaps, offering new ideas and solutions to elevate the support program. 

• Effectively share reimbursement and other knowledge with PSS members through orientation training, case studies, consultation for complex cases, and special projects as requested.   

• Consistently maintain and document accurate data, including insurance, coverage approvals, on-going coverage requirements, and all patient and provider interactions. 

• Proficient in use of CRM tool to document work.  Consistently leverage CRM reporting tools and data analytics to make strategic decisions while prioritizing patient and customer needs.  

• Utilize professional communication to foster strong working relationships with internal and external colleagues. 

• Provide caseload coverage outside of assigned territory as needed.   

• Ensure compliance with Sanofi policies.  

Care Coordination:

• Manage the care process with a sense of urgency from benefit investigation/verification to medication delivery, ensuring an exceptional patient experience.

• Liaise with specialty pharmacies, insurance payers, and HCP office staff to support patient access.

• Compliantly coordinate the exchange of patient-related information with internal and external stakeholders. 

Insurance Navigation:

• Help patients understand their insurance plan coverage, including out-of-pocket costs, and provide guidance on the appeals process if needed.

• Assist in obtaining insurance and prior authorization approvals.

Patient Advocacy:

• Assess patient eligibility for patient assistance programs and support enrollment when applicable.

• Develop and execute action plans to address patient access barriers and demonstrate accountability in execution, driving for success and results.

Program Expertise:

• Stay informed about resources available to patients and proactively monitor systems and processes to ensure accuracy and efficiency.

• Demonstrate a deep understanding of Sanofi’s PSS Program and contribute to its continuous improvement.

About You

Qualifications:

• Bachelor’s Degree required.  

• 5-8 years of industry experience with patient-facing or high touch customer interaction experience required.  

• In-depth understanding of health insurance benefits, relevant state and federal laws and insurance regulations.  

• Excellent written and oral communication, mediation, and problem-solving skills, including the ability to connect with patients, caregivers, and providers.  

• Experience and demonstrated success working in a complex matrix to accomplish goals with a patient centric approach.  

• Strong people skills that demonstrate flexibility, persistence, creativity, empathy, and trust.    

• Robust computer literacy skills including data entry and MS Office-based software programs.  

• Possesses strong business acumen and strategic thinking skills.  

• Ability to identify and handle sensitive issues, working independently and collaboratively within teams.   

• Ability to travel required

• This position is based in Cambridge, MA.  Applicants must reside in a location which would allow them to comply with Sanofi’s hybrid work policy.  

Preferred Qualifications:

• Bachelor’s degree or equivalent experience in healthcare, social work, or a related field.

• Proven experience in patient support, care coordination, or case management.

• Strong knowledge of insurance coverage, including Medicare and commercial plans, with a focus on navigating prior authorizations appeals and Specialty Pharmacies

• Exceptional problem-solving and analytical skills, with the ability to dig deep to uncover and resolve challenges.

• Ability to work independently, prioritize effectively, and thrive in a fast-paced, dynamic environment.

• Excellent interpersonal and communication skills, with a collaborative team mindset.

• Proficiency in managing data and analytics tools is a plus.

• Bi-lingual; Spanish language skills preferred.

Why Choose Us?

• Bring the miracles of science to life alongside a supportive, future-focused team.

• Discover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or lateral move, at home or internationally.

• Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact.

• Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs and at least 14 weeks’ gender-neutral parental leave.​

Sanofi Inc. and its U.S. affiliates are Equal Opportunity and Affirmative Action employers committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race; color; creed; religion; national origin; age; ancestry; nationality; marital, domestic partnership or civil union status; sex, gender, gender identity or expression; affectional or sexual orientation; disability; veteran or military status or liability for military status; domestic violence victim status; atypical cellular or blood trait; genetic information (including the refusal to submit to genetic testing) or any other characteristic protected by law.

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