Associate Case Manager

Priovant is committed to developing and commercializing therapies that address high unmet need in autoimmune disease. As we prepare for launch, we are building a world-class Patient Services organization to support patients, healthcare providers (HCPs), and access pathways from day one.

The Associate Case Manager serves as the first point of entry for patient enrollments within the Priovant Patient Services internal hub. This role is responsible for accurately processing and documenting new patient intake, supporting inbound phone and inquiry coverage, and assisting the Case Management team with case progression for Priovant’s rare disease therapy. The role partners closely with internal teams, including Case Managers, Patient Access Liaisons (PALs), and operations, to ensure every case starts with complete, accurate, and compliant information.

This position is designed as a development opportunity. With training and demonstrated performance, the Associate Case Manager is expected to grow into a full Case Manager role.

Key Responsibilities

Patient Intake & Enrollment Processing

• Receive, review, and process new patient enrollment forms and related documentation received through all intake channels, with a strong focus on accuracy and completeness.
• Enter patient, prescriber, insurance, and prescription information into CRM systems with precision, ensuring data integrity from the first touchpoint.
• Verify that required elements are present and valid, including patient consent and authorizations, prescriber information, prescription details, and insurance information.
• Identify missing, inconsistent, or incomplete information.
• Manage inbound and outbound faxes, sending appropriate faxes to progress patient cases, and attaching inbound faxes to the correct cases and updating case records accordingly.
• Route completed intakes to the appropriate Case Manager, PAL, or downstream team in line with SOPs and established timelines.
• Meet established quality, accuracy, and turnaround-time standards in a high-volume, fast-paced hub environment.

Inbound Phone Coverage & Inquiries

• Provide inbound phone coverage and respond to general email and web inquiries, applying strong customer service skills to support patients, caregivers, and HCPs in a professional, empathetic, and compliant manner.
• Triage inquiries efficiently, answer program-related questions within established guidelines, and route calls and cases as appropriate.
• Accurately document all interactions in CRM systems, including any adverse event or product quality reporting requirements, in accordance with SOPs.
• Deliver a consistent, high-quality experience reflective of Priovant’s patient-first values.

Case Management Support & Development

• Support Case Managers with case progression activities, such as gathering documentation, tracking case status, and following up on outstanding items.
• Assist with Case Manager duties, such as payer calls, as needed and when appropriately trained.
• Learn core access and reimbursement processes, including benefits investigations, prior authorizations, and appeals, through hands-on training, shadowing, and mentorship.
• Partner with PALs, Specialty Pharmacies, the Copay Vendor, and internal operations teams to support seamless case workflows.
• Work toward defined training milestones and performance goals that prepare the Associate Case Manager for transition to a full Case Manager role.

Operational Excellence & Compliance

• Maintain accurate, timely, and compliant documentation of all case activity within CRM systems in accordance with SOPs and regulatory requirements.
• Escalate complex, urgent, or unclear situations to leadership or the appropriate team member in a timely manner.
• Contribute to process improvement by identifying intake errors, recurring data gaps, and workflow bottlenecks.
• Ensure disciplined execution with strong attention to detail and accountability.

Core Competencies

Attention to Detail & Accuracy

• Demonstrates exceptional accuracy in data entry and document review, with consistent, audit-ready documentation within CRM systems.
• Catches errors, inconsistencies, and missing information before they impact downstream case progress.
• Balances speed with accuracy in time-sensitive intake processes.

Operational Discipline & Compliance

• Follows SOPs and established workflows consistently and with accountability.
• Able to manage a high volume of intake cases and competing priorities simultaneously.
• Working knowledge of, or ability to quickly learn, HIPAA, OIG guidance, and pharmaceutical compliance standards.

Customer Service & Phone Communication

• Demonstrates strong customer service skills, including professional phone etiquette, active listening, and the ability to communicate clearly and empathetically with patients, caregivers, and HCPs.
• Able to triage inbound inquiries efficiently, route calls as appropriate, and maintain a calm, solution-oriented demeanor.

Patient-Centric Mindset

• Understands that accurate and timely intake directly impacts patient access and time-to-therapy.
• Approaches every interaction with urgency, empathy, and accountability for downstream patient outcomes.

Learning Agility & Growth Mindset

• Demonstrates curiosity and a strong ability to learn new systems, processes, and reimbursement concepts quickly.
• Receptive to coaching and feedback, and applies it to improve performance.
• Shows initiative and the desire to build a career path toward a full Case Manager role.

Collaboration & Communication

• Works effectively with Case Managers, PALs, and operations teams to ensure smooth handoffs and case progression.
• Communicates clearly and concisely, in writing and verbally, with both internal and external stakeholders.
• Recognizes when to ask questions or escalate issues for guidance.

Qualifications

Minimum Qualifications

• Bachelor’s degree required.
• 1-3 years of experience in a hub, patient services, specialty pharmacy, healthcare intake, call center, or similar customer-facing, detail-oriented environment.
• Proficiency with CRM or similar database systems and strong data entry skills.
• Experience in rare disease, specialty, or highly complex therapeutic areas preferred.
• Exposure to benefits investigations, prior authorizations, or appeals preferred but not required; training will be provided.

Ideal Candidate Profile

• Meticulous and detail-driven, with a proven record of accuracy in documentation or data entry.
• Comfortable handling inbound phone calls and communicating professionally with patients, caregivers, and HCP offices.
• Eager to learn the access and reimbursement landscape and motivated to grow into a Case Manager role.
• Strong organizational, problem-solving, and communication skills, with the ability to manage multiple priorities and maintain compliant records within CRM systems.
• Collaborative team player who is comfortable in a fast-moving, high-accountability organization.