Case Management Lead, Rare Endo & Rare Tumor; Eastern Tome Zone

Remote position supporting Eastern Standard Time Zone (8:30 EST - 5pm EST). Up to 15% potential travel to existing Alexion sites and off-site meetings when requested. Start date ASAP.

The Rare Endo & Rare Tumor (RERT) Case Management Lead is a leadership role within Alexion Patient Services responsible for managing teams that provide case management support to One Source-enrolled patients across the RERT portfolio. This role leads, coaches, and develops Case Managers who support patients, caregivers, and external partners throughout the patient journey, from onboarding through adherence, for prescribed Alexion products.

The position also oversees the RERT CM Float team, which provides coverage and support across the broader portfolio. In partnership with other RERT leaders, this role identifies coverage needs, prioritizes team support requirements, and allocates float resources to optimize service delivery and drive high-touch efficiency across the case management organization. The role is accountable for delivering an excellent patient experience through ongoing coaching and development, data-driven performance management, and adherence to all Alexion policies, SOPs, and work instructions.

This role will also partner closely with the Strategy lead, Sr. Leadership, and contracted vendors. The role will focus on influencing, developing, implementing and assessing day-to-day operations to drive efficiency and success in all aspects of a patient's journey. Effective operational execution along with adherence and performance evaluation will be key drivers for this lead position.

• Case Manager Lead
  :
  Daily oversight of CM logistics and workforce management. Includes regular check-ins, weekly case and call reviews with direct and real-time feedback, monthly CM metric analysis and review, ongoing performance discussions.
• RERT CM Float Team Lead
  :
  Responsible for leading, coaching, and developing a team of RERT Floats to deliver a best-in-class patient experience and consistently high-quality patient support services. Drives individual and team performance through ongoing feedback, mentoring, and use of performance data, while ensuring strong compliance with program work instructions and Alexion policies. Supports quality management, improves efficiency across the patient journey through data-driven decision-making, and helps shape and implement patient-centric strategies and tactics.
  
  Fosters the professional growth of team members, building their capabilities as mentors and preceptors across the broader RERT CM portfolio.
• Performance Management and Quality Assurance
  : 20% of time focused on patient and provider experience through the following activities:
  • Weekly call observation and necessary coaching
  • Patient Case reviews
  • Quarterly live shadow time with direct reports
  • Adherence to outlined quality standards
  • Evaluation of documentation and data entry practices
  • Adherence to established work instructions
  • Ensuring appropriate follow up with necessary cross-functional partners
  • Ongoing analysis of team performance against Brand and Patient Service’s strategic imperatives and key performance indicators
• Call Overflow Management
• Vendor Relationship and Performance Oversight
  :
  Building and maintaining positive relationships with contracted vendors to foster collaboration and resolve any issues that may arise promptly. Daily oversight of vendor performance, including issue escalation, performance review, and trend analysis. Conducting regular meetings to review business performance, discuss improvements, and address concerns. Active participation in business vendor reviews (monthly and quarterly).
• Cross Functional Partnering
  :
  Partners closely with cross functional…