Job Description

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 Senior Manager, Patient Support Services and is remote based.

Key Responsibilities

• Review case upon receipt of referral to determine appropriate next steps based on defined process.

• Manage patient cases from the enrollment through delivery in fast-paced cellular therapy patient support services group.

• Manage communications with Authorized Treatment center 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 team, internal logistics, site quality and site planning partners).

• Facilitate and manage the coordination of deliveries and document and manage all communication during the process.

• Troubleshoot issues with internal or external partners working collaboratively for problem solving.

• Customer commitments met according to Key Performance Indicators.

• Triage patient support services

• Collaborate with cross-functional partners to ensure customer requested patient assistance is facilitated by referral and communication with broader team including reimbursement specialists and patient navigators.

• Respond to customer questions related to reimbursement.

• Attend and assist with training and activation for new treatment centers.

• Field customer complaints and respond in a timely manner.

• Participate in regular Case Manager, POD, or other customer meetings on an as needed basis.

• Act as the expert for the Kite Konnect™ Hospital Portal to assist with patient enrollment.

Basic Qualifications:

• 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

Preferred Qualifications:

• Bachelor's degree

• Nursing or social work background.

• Previous experience working in a pharmaceutical patient support hub, preferably in oncology.

• Precise verbal and written communication as it relates to therapies, systems, and patient safety.

• Experience working in complex IT systems and portals.

• Strong understanding of the healthcare insurance reimbursement market, including performing benefits investigations, prior authorizations and appeals.

• Demonstrated problem solving, case management and customer service skills.

• Excellent communication and interpersonal skills with the ability to establish effective relationships with a range of internal cross-functional teams, healthcare provider team(s) and customers.