Care Manager - Vertex Connects Program

Key Duties and Responsibilities

• Own end‑to‑end coordination and on‑time delivery of Casgevy orders for an assigned territory of Authorized Treatment Centers (ATCs), from patient record creation and apheresis scheduling through manufacturing, quality review, shipment/receipt/inspection, and infusion.
• Primary operational point of contact for ATCs; build trusted relationships via transparent, empathetic communication, including leading difficult conversations and providing regular patient status updates.
• Train and onboard ATCs on order management processes/systems (portal navigation, access, workflows) and educate on the Casgevy patient support program.
• Provide 1:1 patient and caregiver support through the Vertex Connects program: product education, eligibility assessment for support programs (e.g., travel/lodging, fertility, copay), and coordination/administering services.
• Coordinate with field colleagues (GTAMs, AELs, ARLs, Apheresis/Infusion Specialists) to align on order status, anticipate risks, and resolve issues.
• Monitor manufacturing; coordinate apheresis and drug delivery timelines with ATCs; partner with Shipping/Logistics for on‑time delivery.
• Triage order deviations, ensure compliant resolution, and elevate as needed.
• Maintain accurate CRM records and share ATC insights for process improvements; remain current on required trainings/SOPs/WIs.
• Maintain confidentiality and comply with applicable laws/regulations/policies.

• Bachelor’s degree in a relevant discipline.
• 5–7 years’ combined experience in gene/cell therapy or specialty biologics order/operations; operations/supply chain/logistics; customer account management (clinical/treatment center); cross‑functional/field coordination; familiarity with SCD/TDT communities; and/or commercial specialty/gene therapy support.

• Exceptional organization; strong customer service; matrix coordination; ability to lead high‑stakes conversations empathetically; strong written/verbal communication; analytical problem‑solving; logistics/specialty shipping experience; comfort in fast‑paced environments; some travel.

Pay Range: $117,800–$176,800 (eligible for annual bonus and annual equity awards).