Assoc Case Manager

At Gilead, we’re creating a healthier world for all people. For more than 35 years, we’ve tackled diseases such as HIV, viral hepatitis, COVID-19 and cancer – working relentlessly to develop therapies that help improve lives and to ensure access to these therapies across the globe. We continue to fight against the world’s biggest health challenges, and our mission requires collaboration, determination and a relentless drive to make a difference.

Every member of Gilead’s team plays a critical role in the discovery and development of life-changing scientific innovations. Our employees are our greatest asset as we work to achieve our bold ambitions, and we’re looking for the next wave of passionate and ambitious people ready to make a direct impact.

We believe every employee deserves a great leader. People Leaders are the cornerstone to the employee experience at Gilead and Kite. As a people leader now or in the future, you are the key driver in evolving our culture and creating an environment where every employee feels included, developed and empowered to fulfil their aspirations. Join Gilead and help create possible, together.

Job Description

CAR T cell therapy is a personalized medicine that is made individually for people with blood cancers.
The Cell Therapy Associate Case Manager (ACM) is responsible and accountable for the monitoring and tracking of each step of this cell therapy journey. This critical role successfully manages a patient’s case from their enrollment into the program through to delivery of their manufactured product. It requires exceptional diligence and attention to detail, while providing an excellent customer experience.

Key Responsibilities Include
Manage our online portal that supports patient cases from initial enrolment through to timely delivery of their unique CAR T cell therapy product
Partner closely with healthcare providers and hospital team members on each patient case. Review each new case upon receipt of order to ensure enrollment is complete, follow up on missing information to comply with requirements, communicate timelines and determine any appropriate next steps based on defined processes
Facilitate and manage coordination of the product and ancillary supplies needed
Make informed, methodical decisions throughout a very complex process
Constantly update the Case Management online tracking system to ensure timely and smooth coordination for the health care providers
Coordinate and communicate with multiple internal stakeholders such as internal quality, supply chain, manufacturing and safety
Act as a concierge for ensuring hospitals receive each patient’s therapy
Participate in daily informal check-ins with the broader cross-functional team
Provide exceptional customer service. Respond to customer requests, inquiries and complaints that need to be addressed immediately
Show great attention to detail and prepare reports and data cuts as requested
Travel, attend and present at customer meetings, as requested

Knowledge, Experience and Skills
2+ years of customer centric / quality assurance experience, preferably in a pharma / biotech or health services environment, specializing in oncology
Familiarity with working in a heavily regulated, quality-control driven environments (e.g. strictly following SOPs where they exist, applying quality principles)
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
May be required to work outside standard hours
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
Computer proficiency and familiarity with case management and tracking systems

For Current Gilead Employees and Contractors:
Please apply via the Internal Career Opportunities portal in Workday.