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Senior Case Manager, Cell Therapy (bilingual required)

For Current Kite Pharma Employees and Contractors:

Please log onto your Internal Career Site to apply for this job

Job Description

Position Overview

The Senior 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 Senior CM is also responsible for supporting the development of the Kite KonnectTM system offering in Canada with support from the Kite U.S. organization

Key Responsibilities

  • 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 of the product and ancillary supplies needed for treatment, documenting and managing all communication during the process
  • 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
  • Coordinates with internal quality, supply chain, Manufacturing and other internal teams to resolve issues
  • Supports the Operations Program Manager on program initiatives and departmental goals
  • Answers incoming hotline calls, as needed
  • Responds to internal team member case-related questions
  • 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


Key attributes:

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
  • Demonstrates the Gilead values of integrity, inclusion, teamwork, accountability and excellence
  • Computer proficiency and familiarity with case management and tracking systems
  • Verbal and written fluency in French and English is required

Work experience:

  • Three or more 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

Kite is a biopharmaceutical company engaged in the development of innovative cancer immunotherapies with a goal of providing rapid, long-term durable response and eliminating the burden of chronic care. The company is focused on chimeric antigen receptor (CAR) and T cell receptor (TCR) engineered cell therapies designed to empower the immune system's ability to recognize and kill tumors. Kite is based in Santa Monica, CA. For more information on Kite, please visit Sign up to follow @KitePharma on Twitter at

For Current Kite Pharma Employees and Contractors:

Please log onto your Internal Career Site to apply for this job.

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