Amgen is hiring a Case Manager to support patients receiving TEPEZZA, a therapy for a rare disease. In this remote West Coast role, you will provide critical day-to-day oversight of patient customer service, focusing on navigating insurance, specialty pharmacy, and patient support programs to ensure access to therapy. You’ll collaborate closely with internal and external stakeholders, driven by our shared mission to serve patients.
What You'll Do
- Provide day-to-day oversight and awareness of patient customer service issues with insurance, the specialty pharmacy, and patient support programs.
- Interact daily with Regional Business Managers (RBMs), Patient Access Liaisons (PALs), and Medical Science Liaisons (MSLs) to ensure accurate communication on insurance approvals and reauthorizations.
- Case manage all steps required for patient access, working closely with RBMs, PALs, the hub, pharmacy, and patients/families.
- Partner with Safety and Pharmacovigilance (PV) to report Adverse Events (AEs) and product complaints.
- Maintain a detailed case history for all U.S. patients, entering notes from all stakeholders.
- Track and update patient status to monitor reimbursement and shipping.
- Triage, troubleshoot, and resolve initial and ongoing reimbursement issues (PAs, denials, appeals, reauthorizations, overrides, billing problems).
- Liaise with medical offices to obtain insurance authorizations.
- Counsel patients and families on insurance and reimbursement options.
- Identify adherence trends and suggest appropriate actions.
- Report weekly on patient status changes, adjudication status, reimbursement trends, and roadblocks.
- Manage, track, and report on annual Open Enrollment efforts to ensure patient insurance access.
- Advise patients and families on insurance, financial assistance, and therapeutic access programs.
- Attend patient meetings, industry conferences, and sales meetings.
What We're Looking For
- Master’s degree OR
- Bachelor’s degree and 2 years of Case Management experience OR
- Associate’s degree and 6 years of Case Management experience OR
- High school diploma / GED and 8 years of Case Management experience
Nice to Have
- Bachelor’s Degree strongly preferred
- 5+ years of experience in the pharmaceutical industry
- 2+ years prior experience as a Case Manager
- Excellent communication skills and commitment to customer service
- Ability to effectively resolve hurdles across multiple cases simultaneously
- Ability to learn product and disease information; familiarity with HIPAA and FDA
- Ability to manage communication with case managers and sales reps across multiple geographies and time zones
- Excel and PowerPoint skills required
- Up to 20% travel required
Benefits & Compensation
- Compensation: $86,995.00 - $100,119.00 USD
- Comprehensive employee benefits package, including a Retirement and Savings Plan with generous company contributions, group medical, dental and vision coverage, life and disability insurance, and flexible spending accounts.
- A discretionary annual bonus program, or for field sales representatives, a sales-based incentive plan.
- Stock-based long-term incentives.
- Award-winning time-off plans and bi-annual company-wide shutdowns.
- Flexible work models, including remote work arrangements, where possible.
Work Mode
This is a remote position for candidates located on the West Coast of the United States.
Amgen is an Equal Opportunity employer and will consider you without regard to your race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status. We provide reasonable accommodations for individuals with disabilities.
