• Manage territory(s) to ensure current health status is on record for every patient within region.• Identify areas of non-compliance and collaborate via a variety of communication methods including inbound/outbound calls, fax and email with field-based employees and other workgroups for escalation and resolution.• Proactively provide authorization status updates to physicians and infusion sites to prevent non-compliance and/or deviations. Identify and investigate potential and/or actual deviations to ensure risk minimization to patients and REMS Program. Reeducate physicians and infusion sites on REMS processes, and deviations.• Support REMS program documentation support via form queue maintenance, source document review, error detection and entering data into validated database.• Interpret and follow complex standard operating procedures, with a focused initiative on reporting adverse events and exhibit independent decision-making ability when not outlined in processes and procedures.

• Work with Program to monitor trends in requests received in PS Replacements Team inbox. Partner with Specialty Pharmacy to expedite requests that have been escalated. Provide corrections to vendor so requests for product can be processed within required timeframe.• Foster and leverage collaborations that create synergy of focus, specifically with Case Management and TOUCH Compliance coverage and tactical support. Forecast coverage needs by utilizing key inputs such as Compliance report developed to aid in planning coverage schedule to ensure speed to therapy.• Analyze business requirements and processes through document analysis, interviews, and workflow analysis. Gather requirements and compliance standards to ensure alignment with frontline operations teams. Collaborate with BO&I team to create and implement use of Compliance report prior to transition of MSCC launch. • Partner with process improvement team in timely communications focus group to develop a new communication model for Patient Services. Manage submissions to the calendar of events on the Patient Services ShareNet site.• Provide input into developing and modifying Salesforce.com platform and participated in end user testing. Provide stakeholder feedback that resulted in tangible deliverables such as functional specifications, user cases, user stories, workflow/process diagrams, data flow/data model diagrams.

• Assist and provide information to patients, health care providers and others about Biogen products and services. • Provide educational information regarding MS, Crohn’s disease and Biogen product information and therapies. • Handle daily incoming calls via a toll-free number and coordinate services associated with incoming calls that are generated by both the Avonex, Tysabri, Tecfidera and Plegridy case management processes.

• Procured and purchased textbooks on university campuses streamlining the acquisition process and ensuring timely availability for students.• Operated financial purchasing software to optimize procurement operations.• Partnered with the campus bookstore to deliver customer service at remote locations.