Job title:
Scientific – II/ Cell Therapy Case Manager
Company
Resource Logistics
Job description
Description:
Job Title – Cell Therapy Case Manager (Contract Position – Maternity Leave)
Location – Ontario
Remote – Must be flexible to cover Canadian time zones
– Must have access to Ontario office locationAt Gilead, Creating Possible drives everything we do. It’s evident in our mission and core values. This is how we built a culture of excellence that is fueled by a passion for improving the lives of people around the world and advancing the care of patients suffering from life-threatening diseases.
Kite, a Gilead Company, is a biopharmaceutical company that is engaged in the development of innovative cancer immunotherapies. We are helping change the paradigm of cancer treatment and we are revolutionizing individually tailored treatments. That means a fast moving and constantly changing environment, where we make discoveries every day – discoveries that include our own capabilities and our individual potential. Teamwork is at the heart of how we work, and this role is a vital leader within our team.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 im,tely
- Travels, attends and presents at customer meetings, as requested.
- Supports program initiatives and Cliental 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)
Gilead Core Values:
- Integrity (doing what’s right)
- Teamwork (working together)
- Excellence (being your best)
- Accountability (taking personal responsibility)
- Inclusion (encouraging diversity)
Gilead Leadership Commitment
- I AM BOLD in aspiration and AGILE in execution.
- I CARE and make time for people.
- I LISTEN, speak openly and explain the “why.”
- I TRUST others and myself to make sound decisions.
- I OWN the impact of my words and actions.
We are committed to creating a healthier world for everyone – no matter the challenges ahead of us. Through bold and transformative science, we’re driving innovation that has the potential to become the next generation of life-changing medicines. Our ambition is evident in our mission. Because the impossible is not impossible. It’s what’s next.
Expected salary
Location
Mississauga, ON
Job date
Thu, 14 Nov 2024 06:58:09 GMT
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