Job Description

Make your mark for patients

This position can be remote/virtual and is designed to specifically support Eastern or Central Time Zones (standard hours of operations 8:30am EST/CST to 5:00pm EST/CST). Role may require up to 20% face to face interactions and travel to existing UCB sites.

 

About the role 
The Care Coordinator Manager is a compassionate, patient-centric healthcare professional (e.g., nurse or pharmacist) responsible for supervising the UCB Rare Disease Patient Support Program and Care Coordinator team. This team offers individualized support and serves as the primary point of contact for patients (and their families and caregivers) enrolled in the Program. The UCB Rare Disease Patient Support Programs (PSPs) are designed to help patients access and adhere to their prescribed treatment throughout the patient’s treatment journey. 
 
Who you’ll work with 
The Care Coordinator Manager will collaborate with relevant internal and external stakeholders including, but not limited, to Rare Reimbursement Executives, Rare Case Manager Specialists, Customer Operations Representatives, Access Specialists, Specialty Pharmacies, and other key personnel as applicable. 

What you’ll do  

• Responsible for overseeing day-to-day operations of ONWARD rare disease patient support program) Care Coordinators  

• Support development of training materials for ONWARD Care Coordinator Team  

• New hire recruitment, training, and onboarding   

• General management of ONWARD Care Coordinators   

• Fostering positive team culture  

• Responsible for relevant patient and process escalations   

• Responsible for adequate coverage and staffing considerations   

• Responsible for ongoing feedback, coaching and mentoring in partnership with ONWARD’s quality officer  

• Understand patient-specific perceptions regarding treatment and support to meet unique patient needs and preferences 
  
   

Interested? For this role we’re looking for the following education, experience, and skills 

• Current RN license OR Bachelor's degree in Pharmacy or Pharm.D. required within state of residence 

• 8-10 years of relevant experience including at least (2) years clinical experience required, minimum of three years increasingly responsible people management, one to two years’ experience in remote/virtual call center providing patient education and support required 

• Excellent virtual interaction and customer communication skills – both written and verbal 

• Above-average skills with technology, including ability to quickly learn and accurately utilize contact center systems, CRM, and virtual platforms 

• Excellent virtual interaction and customer communication skills – both written and verbal 

• Demonstrate flexibility, adaptability, and the ability to prioritize tasks 

• Flexibility to work evenings 

Highly Desirable/Strongly Preferred: 

• Clinical education experience  

• Experience with Industry Patient Support Programs   

• Extensive call center experience   

• Rare disease experience 

• Previous experience working remotely

This positions reasonably anticipated base salary range is $121,900 – 160,000. The actual salary offered will take into account related knowledge, skills, experience and location among other factors and may fall outside the expected range.  

Are you ready to ‘go beyond’ to create value and make your mark for patients? If this sounds like you, then we would love to hear from you! 

About us 
UCB is a global biopharmaceutical company, focusing on neurology and immunology. We are around 8,500 people in all four corners of the globe, inspired by patients and driven by science. 

Why work with us? 
At UCB, we don’t just complete tasks, we create value. We aren’t afraid to push forward, collaborate, and innovate to make our mark for patients. We have a caring, supportive culture where everyone feels included, respected, and has equitable opportunities to do their best work. We ‘go beyond’ to create value for our patients, and always with a human focus, whether that’s on our patients, our employees, or our planet. Working for us, you will discover a place where you can grow, and have the freedom to carve your own career path to achieve your full potential. 

As an Equal Opportunity Employer, we are open to all talent, and adhere to Affirmative Action principles. This ensures that all qualified applicants will receive equal consideration for employment without regard to neurodiversity, race/ethnicity, colour, national origin, religion, gender, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class. 

 
Should you require any adjustments to our process to assist you in demonstrating your strengths and capabilities contact us on [email protected] for application to US based roles. Please note should your enquiry not relate to adjustments; we will not be able to support you through this channel.

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