Lead, Patient Support Services, Global Rare Diseases

Based in Parma, Italy, Chiesi is an international research-focused biopharmaceutical group with 90 years’ experience, operating in 31 countries. More than 8,000 employees across the group are united by a singular purpose: promoting a healthier world for our people, patients, and the planet. This is what drives us as we research, develop, and market innovative drugs across our main therapeutic areas.

Discover more here.

At Chiesi we are thinking generations ahead, driving sustainable innovation with purpose. This fosters a culture of reliability, transparency, and ethical behaviour at every level. As a Benefit Corporation and a certified B Corp, we have embedded sustainability in our bylaws and continuously measure our impact.

Diversity, inclusion, and equal opportunity are at the heart of who we are. We believe our differences make us stronger. We are a vibrant ecosystem of passionate, talented individuals united by strong values, each bringing unique perspectives that help us to continuously challenge the status quo for the better.

Chiesi Global Rare Diseases is a Chiesi Group’s business unit established in February 2020 and focused on research, development and commercialization of treatments and patient support services for rare and ultra-rare disorders, many of whom have limited or no treatments available.

This unit is based in Boston, Massachusetts, with a strong synergy with the headquarters in Parma.

Rare unit has a focus on research and product development for lysosomal storage diseases, rare hematology, ophthalmology disorders and rare immunodeficiencies. The unit is also a dedicated partner with global leaders in scientific research, patient advocacy and care. Discover more here.

The Patient Support Services Lead is responsible for the leadership, management, and day-to-day oversight of the Patient Services Case Management team within Global Rare Diseases. This individual will ensure consistent execution of patient support services, appropriate workload management, high-quality case management, and a compliant patient and provider experience.

The Lead will coach and develop Case Managers, provide guidance on complex patient access and reimbursement cases, monitor team performance and quality, and identify opportunities to improve processes, training, technology, and the overall patient experience.

• Lead and directly manage the Patient Services Case Management team.
• Oversee day-to-day case management activities and ensure appropriate workload distribution.
• Coach, develop, and provide ongoing feedback to Case Managers.
• Conduct regular case reviews and quality monitoring.
• Serve as the escalation point for complex patient access, reimbursement, specialty pharmacy, and provider issues.
• Ensure patients and caregivers receive consistent support throughout the access and treatment journey.
• Monitor team performance against established KPIs, service levels, and quality standards.
• Partner with Field Reimbursement, Trade & Channel, Specialty Pharmacies, Market Access, Medical, and other cross-functional teams to resolve patient access barriers.
• Identify operational gaps and implement process improvements.
• Support development and delivery of Case Manager training.
• Coordinate CRM enhancements and workflow improvements that support the case management team.
• Ensure compliance with program requirements, HIPAA, patient privacy requirements, and applicable policies.
• Support hiring, onboarding, performance management, and development of Case Managers.
• Provide leadership visibility into patient trends, barriers, escalations, and areas requiring action.