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Patient Engagement Manager

Company: Ultragenyx Pharmaceuticals
Location: Cambridge
Posted on: June 4, 2021

Job Description:

Why Join Us?

Be a hero for our rare disease patients

At Ultragenyx, we fundamentally believe that taking real impactful action to care for the needs of patients and our people is always the right thing to do. To achieve this goal, our vision is to lead the future of rare disease medicine. For us, this means going where other biopharma companies won't go - challenging the status quo and creating a new model that advances our field so more patients and caregivers can benefit from life-changing treatments. We do this by following the science, applying a novel rapid development approach, making innovative medicines at fair and reasonable prices, and creating a collaborative ecosystem to reach patients in ways that are most meaningful for them.

Our commitment and care for patients extends to our people, so culture is an essential cornerstone for Ultragenyx. We remain continuously focused on creating a supportive and inclusive environment of profound learning and growth - so employees can thrive in all areas of their lives, in and outside of work. Ultimately, we want to be an organization where we would be proud for our family, friends and children to work.

If you want to have a meaningful impact, do the best work of your career, and grow a lot, both professionally and personally, come join our team. During the COVID-19 Outbreak, we are committed to our hiring process. The health and safety of our employees and prospective employees take priority which means at this time our approach will include video discussions, interviews, and onboarding.

Position Summary

ultrainnovative - Tackle rare and dynamic challenges

Ultragenyx is looking for an experienced case manager/patient advocate to provide exceptional customer service on all levels. Specifically, listen to and counsel patients and medical professionals, interpreting their specific needs and providing friendly, professional and well informed answers to their questions. The candidate will work with patients, physician offices, partners and insurance companies to case manage all steps required to gain access to therapy. Maintain relationship with patients and physicians to ensure ongoing adherence and

compliance with therapy.

Responsibilities, including but not limited to:

  • Works closely with patient/family to case manage all steps required to gain access to therapy
  • Counsel patient/family on reimbursement options
  • Acts as the liaison with medical offices
  • Work with Specialty Pharmacy and insurance companies to obtain reimbursement information
  • Perform benefit investigations with insurance companies as required
  • Manage patient transition to different sites of care
  • Responsible for maintaining case history for all assigned patients in the CRM system
  • Trouble shoot and resolve ongoing reimbursement issues (step edits, insurance changes, PA's, etc.
  • Partner with Commercial Field Force to manage all patient cases within their assigned territories
  • Professionally field incoming communications while making a positive impression
  • Answer patient and medical office inquiries and resolve customer problems
  • Maintain adherence program by ongoing persistency and compliance support by regular interactions with patient/families
  • Manage patient assistance requests and work with partners to process applications
  • Provide back-up coverage for other Patient Engagement Managers (PEMs)
  • Attend patient meetings and represent Ultragenyx at industry conferences
  • Travel to sales meetings and medical offices as necessary

Technical Requirements & Skills:

  • 5 - 7 years of prior case management experience preferred
  • Ability to travel 20%
  • Prior reimbursement experience with ability to communicate complex reimbursement scenarios to
  • patients and medical professionals
  • BA/BS in the life sciences or communications preferred


Ultragenyx Pharmaceutical is an equal opportunity employer & prohibits unlawful discrimination based on race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, disability, marital and veteran status. Reasonable accommodation will be provided for qualified individuals with disabilities and for qualified disabled veterans in job application procedures, as required by applicable law. If you have any difficulty using our online application system and need an accommodation due to a disability, you may contact Talent Acquisition by calling: (415) 483-8800 or by emailing us at For electronic email and mail inquiries, please include a description of your requested accommodation, your name and contact information.

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Note to External Recruiters: All candidate activity and open positions are managed strictly through our Human Resources Department. Our Human Resources Department kindly requests that recruiters not contact employees/hiring managers directly in an attempt to solicit business and present candidates. Please note that failure to comply with this request will be a factor in determining a professional relationship with our organization. Submission of unsolicited resumes prior to an agreement set in place between the Human Resources Department and the recruiting agency will not create any implied obligation. Inquiries on developing a recruiting relationship with us, may be directed to:

Keywords: Ultragenyx Pharmaceuticals, Cambridge , Patient Engagement Manager, Other , Cambridge, Massachusetts

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