Cell Therapy Case Manager

Job Description

Position : Cell Therapy Case Manager

Location : Remote - Must be flexible to cover Canadian time zones (Must have access to Ontario office location)

Contract duration : 4 months

We at Raise are hiring a Cell Therapy Case Manager for one of our top clients. After establishing themselves as an industry leader, they’re now expanding their team to meet rising demand.

We’re hiring right now; if you’re interested, apply below for your chance to join a great place to work.

The Role

• The Cell Therapy Case Manager (CM) is responsible and accountable for the monitoring and tracking of each step of the cell therapy journey and successfully facilitating a patient’s case from enrollment to the program through case completion, while providing an exceptional customer experience throughout the entire process.
• The CM is responsible for developing and maintaining Kite Konnect with technical support from the Kite US organization.

The CM manages the Kite Konnect system in Canada.

How you will help to Create Possible’

• Manages patient cases from initial patient enrolment through delivery of reengineered cells to ensure a timely delivery of CAR T cell therapy product to patients and an outstanding experience for hospital customers
• Partners with healthcare providers and hospital team members on each patient case and leads the response to inquiries and case status updates.

Reviews each new case upon receipt of order to ensure enrollment is complete, follow up on missing information to comply with requirements and timelines and determine appropriate next steps based on defined process

• Facilitates and manages coordination throughout the entire cell therapy journey, documenting and managing all communication during the process.
• Coordinates with internal quality, supply chain, Manufacturing and other internal teams to resolve issues
• Coordinates with internal Kite Konnect Patient Support Program when patient is enrolled into the Program to receive Travel and lodging support.
• Works closely with Regulatory, Legal and other partners / stakeholders to ensure fully compliant practices, policies & procedures both internally and with vendor.
• Makes informed, methodical decisions throughout a very complex process
• Constantly updates the Case Management tracking system to ensure timely and smooth coordination for the health care providers
• Answers incoming hotline calls, as needed
• Responds to internal team member case-related questions
• Perform Ad Hoc analysis using reporting feature of the Case Management Tracking system, to provide insightful information to support case management / business decisions.
• Participate in the daily Tech Operations / Kite Konnect / Order Management Team meeting for managing commercial order schedules across Kite’s systems and communication across key stakeholders to capture the status and milestones for every open commercial order and ensure continued alignment
• Participates in daily informal check-ins with team
• Provides exceptional customer service. Responds to customer requests, inquiries and / complaints that need to be addressed immediately
• Travels, attends and presents at customer meetings, as requested.
• Supports program initiatives and departmental goals; participate in global or regional task forces / projects as needed.

Knowledge, Experience and Skills

• 3+ years of customer centric / quality assurance experience, preferably in a pharma / biotech or health services environment, specializing in oncology
• Previous experience working in a pharmaceutical patient assistance program preferred or similar service programs
• Undergraduate degree or Graduate degree preferred. Nursing or social work education a plus, although not required
• Familiarity with working in heavily regulated, quality-control driven environments (e.g. strictly following SOP’s where they exist, extrapolating quality principles to apply in situations where they do not)
• Excellent oral / written communication and customer service skills
• Quality work and attention to detail, precision and accuracy in data validation and verification
• Effective case management & time management skills
• Proven ability to think strategically and to prioritize
• Exceptional problem solving, willingness to be hands on and work cross-functionally to resolve customer issues or queries
• Team player, able to work enthusiastically with others
• Self-managed and resourceful, able to work independently
• Exhibits initiative, flexibility, and dependability
• Customer-focused and eager to provide exceptional customer service able to identify and communicate opportunities for enhanced efficiency and / or customer experience
• Business acumen / business savvy
• Strong presentation skills
• Analytical and reporting skills
• Computer proficiency and familiarity with Saleforce based case management and tracking systems
• Verbal and written fluency in French and English
• Some flexibility in working hours (potential multiple time zone coverage)

Applying with Raise

Raise is an established IT and engineering hiring firm with over 60 years’ experience connecting talented candidates with meaningful work.

When you apply, you’ll get more than just a chance at a great job you’ll become part of a vast network of employers that are always changing.

We value diversity and inclusion and encourage all qualified people to apply, however, only those selected for an interview will be contacted.

If we can make this easier through accommodation in the recruitment process, please contact us at +1 800-567-9675 or