Case Manager

Kite Pharma

10d•$92,820 - $120,120•Remote

About The Position

Kite therapies are customized for every patient, and the process involves a complex ordering and supply chain process. The Cell Therapy Case Manager is responsible for monitoring all activities and successfully facilitating a patient’s case through the cell journey, while providing an exceptional customer experience. This position reports to the Associate Director, Case Management Lead, and is remote based.

Requirements

Master’s Degree and 3+ years of experience OR Bachelor’s Degree and 5+ years of experience OR High School Degree and 9+ years of experience
Proven ability to work exceptionally well across a matrix organization and be a team player
Exceptional oral and written communication skills
Open to occasional travel during site onboarding process and ad hoc meetings (<10%)

Nice To Haves

Bachelor's degree
5+ years working within a healthcare or pharmaceutical environment, directly interacting with healthcare providers and/or patients
2+ years of Case Management or Care Coordination experience in a hospital setting for patients receiving complex therapies
Nursing, social work, and/or commercial operations background
Experience working with complex IT systems or portals that support customer service, health care scheduling, supply chain management, and call center
Familiarity with working in a heavily regulated, quality-control driven environment (e.g. following strict SOPs when available, and extrapolating key principles to situations not defined)
Basic knowledge of reimbursement landscape for hospital/buy and bill setting including understanding of benefit investigations, prior authorizations, appeals
Demonstrated problem solving and customer service skills
Ability to establish effective relationships with a wide range of internal cross-functional teams, healthcare provider team(s) and ATCs
Bilingual - Spanish preferred

Responsibilities

Serve as single-point-of-contact for Authorized Treatment Centers (ATC) who is accountable for all cases from patient registration through final product delivery, within defined geography
Acts as a knowledgeable, trusted and dependable partner to ATCs demonstrating exceptional communication and tele-management skills
Flexibility to cover/provide support for other Case Managers outside of regular working hours and over Holidays and weekends as necessary
Manage communications with Authorized Treatment Center (ATC) providers (including but not limited to enrolling healthcare providers, financial coordinators, cell and apheresis lab staff and administrative champions) and internal Kite team members (including but not limited to field teams, internal logistics and supply chain, medical, site quality and site planning partners).
Effectively communicate critical case-related information to healthcare providers within ATC in an empathetic and clear manner to appropriately manage expectations
Complete all required Case Manager training and demonstrate exceptional knowledge and seamless navigation of Kite systems, policies, procedures and work instructions
Troubleshoot issues with internal or external partners working collaboratively and with a sense of urgency
Attend meetings (virtually and/or in person) to assist with training and activation of new ATCs
Participate in regular Case Manager, POD, or other customer meetings on an as needed basis