General Summary:
The Care Managerwill be part of thepatientsupportbusinessunit at Vertex, within thecell &genetherapycaremanagement team This roleis responsible forthe end-to-end coordination and on-time delivery of Casgevy™(exagamglogeneautotemcel; exa-cel) orders, an FDA-approved gene therapyindicatedfor sickle cell disease (SCD) and transfusion-dependent thalassemia (TDT)and the coordination of patient-facing support and program offerings
Successful execution in this role requires extraordinary coordination across a broad network of internal and field-based colleagues. The Care Manager works in close partnership with Gene Therapy Account Managers (GTAMs),Apheresis and Infusion Specialists (AISs),Treatment Center Activation and Engagement Leads (AELs),andAccess and Reimbursement Leads (ARLs), as well asshipping &logistics,manufacturing, and patient support vendors Together, this network drives the seamlesscoordinationof each order from initiation through to patient infusion.
The Care Manager serves as the central operational hub for their assigned Authorized Treatment Centers (ATCs), ensuring order milestones are met, timelines are activelymonitoredand adjusted, and that ATCs are kept informed with clear, compassionate communication This role isprimarilyfocused on order managementand administering the Vertex Connects patient support program, providing direct, one-to-onepatient and caregiver support through their treatment journeyThis role reports to the Director, Cell & Gene Therapy Care Management.
This position will be based out of our company headquarters in Boston, MA, in a hybrid model (3 days onsite, 2 days remote), with flexibility.
Key Duties and Responsibilities:
Own end-to-end order coordination and on-time delivery for an assigned territory of Authorized Treatment Centers (ATCs), managing all milestones from patient record creation and apheresis scheduling through manufacturing, quality review, drug product shipment,receiptand inspection at the ATC, and through to infusion
Serve as the primary operational point of contact for ATCs, building trusted relationships through transparent, empathetic, and solutions-oriented communication, including leading difficult conversations during challenges or disruptions, sharing regular patient status updates, and preserving trust
Train and onboard ATCs on order management processes and systems, including order portal navigation, user access, and operational workflows; generate awareness of and educate ATC teams on theCasgevypatient support program and available resources
Provide 1:1 patient support to individuals enrolled in the Vertex Connect program throughout their treatment journey, including product education, assessing eligibility for treatment-related support programs (e.g., travel and lodging assistance, fertility support, and copay assistance), and coordinating and administering these programs while serving as the primary point of contact for patients.
Coordinate extensively with field colleagues — Gene Therapy Account Managers (GTAMs), Treatment Center Activation and Engagement Leads (AELs), Access and Reimbursement Leads (ARLs), and Apheresis and Infusion Specialists (AIs) —toalign onorder status,anticipaterisks, and drivetimelyresolution of issues
Monitor manufacturing and coordinate apheresis and drug product delivery timelines with ATCs, while partnering with Shipping & Logistics to ensure on-time delivery and resolve logistical issues.
Triage order deviations, informappropriate stakeholders, and drive resolution in a compliant andtimelymanner,andescalate to management as warranted
Maintainaccuraterecords of order activity and customer communications in the CRM platform; share ATC insights with cross-functional partners to contribute to process and system improvements
Remain compliant and knowledgeable of requiredtrainings, standard operating procedures (SOPs), and work instructions (WIs)
Maintain confidentiality of patient health information and act in compliance with all applicable laws, regulations, and Vertex Company policies
Knowledge and Skills:
Exceptional organizational skills and ability to manage multiplecomplex, time-sensitive orders simultaneously without losing track of details
Strong customer serviceorientation;able to build trusted, long-term relationships with ATC teams built on consistency and follow-through
Demonstrated ability to coordinate effectively across large, matrixed teams including internal functions and field-based colleagues
Comfortable leading difficult conversations with customers in high-stakes situations, including manufacturing delays or disruptions, with empathy and professionalism
Excellent written and verbal communication skills; able to translate complex operational updates into clear, compliant messaging for diverse audiences
Strong analytical and problem-solving skills; able tomonitortimelines,identifyrisks early, and drive proactive mitigation
Experience working withlogisticspartners and understanding of specialty drug shipping requirements
Comfortable working in a fast-paced, evolving environment where priorities shift and sound judgment under pressure is essential
Some travel may berequiredfor live interactions with Authorized Treatment Center representatives
Education and Experience:
Bachelor's degree in relevant discipline
5–7 years of combined educational/work experience in any combination of the following:
Gene therapy, cell therapy, or specialty biologics experience in an operational or order management capacity
Operations, supply chain, orlogisticsexperience, preferably in a specialty or rare disease setting
Customer account management, particularly with clinical or treatment center accounts
Experience coordinating across large cross-functional teams including field-based colleagues
Familiarity or experience working with the SCD and/or TDT patient communities
Experience supporting a specialty or gene therapy product in a commercial setting
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Pay Range:
$117,800 - $176,800
Disclosure Statement:
The range provided is based on what we believe is a reasonable estimate for the base salary pay range for this job at the time of posting. This role is eligible for an annual bonus and annual equity awards. Some roles may also be eligible for overtime pay, in accordance with federal and state requirements. Actual base salary pay will be based on a number of factors, including skills, competencies, experience, and other job-related factors permitted by law.
At Vertex, our Total Rewards offerings also include inclusive market-leading benefits to meet our employees wherever they are in their career, financial, family and wellbeing journey while providing flexibility and resources to support their growth and aspirations. From medical, dental and vision benefits to generous paid time off (including a week-long company shutdown in the Summer and the Winter), educational assistance programs including student loan repayment, a generous commuting subsidy, matching charitable donations, 401(k) and so much more.
Flex Designation:
Hybrid-Eligible Or On-Site Eligible
Flex Eligibility Status:
In this Hybrid-Eligible role, you can choose to be designated as:
1. Hybrid work remotely up to two days per week; or select
2. On-Site work five days per week on-site with ad hoc flexibility.
Note: The Flex status for this position is subject to Vertex’s Policy on Flex @ Vertex Program and may be changed at any time.
#LI-Hybrid
Company Information
Vertex is a global biotechnology company that invests in scientific innovation.
Vertex is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person's race, color, sex, gender identity or expression, age, religion, national origin, ancestry, ethnicity, disability, veteran status, genetic information, sexual orientation, marital status, or any characteristic protected under applicable law. Vertex is an E-Verify Employer in the United States. Vertex will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.
Any applicant requiring an accommodation in connection with the hiring process and/or to perform the essential functions of the position for which the applicant has applied should make a request to the recruiter or hiring manager, or contact Talent Acquisition at ApplicationAssistance@vrtx.com
Vertex is a global biotechnology company that invests in scientific innovation to create transformative medicines for people with serious diseases and have made significant advancements in multiple chronic, life-shortening genetic diseases — cystic fibrosis, sickle cell disease and transfusion-dependent beta thalassemia — and continue to progress clinical and research programs in these diseases. We also have a robust clinical pipeline of investigational therapies across a range of modalities in other serious diseases where we have deep insight into causal human biology, including acute and neuropathic pain, APOL1-mediated kidney disease, IgA nephropathy, autosomal dominant polycystic kidney disease, type 1 diabetes, myotonic dystrophy type 1 and alpha-1 antitrypsin deficiency.
Our global HQ is in Boston, and we have research and development (R&D) sites and commercial offices worldwide.
Vertex is consistently recognized as one of the industry’s top places to work by Science Magazine, The Boston Globe, Boston Business Journal and the San Diego Business Journal. We have also earned a spot on TIME Most Influential Companies, TIME Best Inventions, and Fast Company Most Innovative Companies lists. Our research and medicines have received esteemed recognitions, including the Robert J. Beall Therapeutics Development Award, the Prix Galien, the Scrip Award and the Breakthrough Prize awards.
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