Director, Cell Therapy Case Management

This is a fully remote position, open to applicants in United States.

📋 Description

• Direct the daily operations of Orca Bio’s national case management division, which supports TREGZI, a high-precision stem cell therapy currently available in the market.

• Supervise the case management team’s daily activities, including monitoring patient journeys, setting service level expectations, managing escalations, and providing real-time assistance to case managers and treatment centers.

• Develop and oversee staffing and scheduling models for order and case management.

• Conduct daily huddles, ensure prompt internal communications, and reinforce adherence to best practices and standard operating procedures (SOPs).

• Cultivate a high-performance, service-focused, and supportive team culture while promoting team growth and development.

• Act as the case management liaison to field team leaders and collaborate cross-functionally to facilitate information distribution.

• Work alongside Commercial and Technical Operations leadership to enhance and expand the TREGZI customer service model.

• Update case management SOPs, work instructions, and training materials as needed.

• Contribute to defining user requirements for Orca Bio’s commercial ordering platform.

• Monitor and report on key performance indicators, identify trends, and optimize team performance.

• Collaborate with cross-functional stakeholders to address operational gaps and enhance case handling efficiency.

⛳️ Requirements

• Over 12 years of experience in patient case management, order coordination, transplant operations, or healthcare call center leadership, ideally within cell or gene therapy, oncology, or complex therapeutics in a commercial context.

• A minimum of 6 years in a team lead role, responsible for scheduling, coaching, mentoring, and overseeing daily operations.

• Industry experience is essential.

• Strong knowledge of treatment center workflows, transplant coordination, apheresis, and chain-of-identity logistics.

• Exceptional interpersonal skills with a service-first approach and a calm, solution-oriented mindset for managing escalations.

• Strong organizational and problem-solving abilities, capable of thriving under pressure in a launch-phase environment.

• Familiarity with call center structures, shift design, or customer service models is advantageous.

🏝️ Benefits

• Pre-IPO equity

• Annual bonus

• Medical benefits

• Dental benefits

• Vision benefits

• Paid Time Off (PTO)

• 401(k) plan

• Life insurance coverage

• Accidental death and disability coverage

• Parental leave benefits

• Subsidized daily lunches and snacks at on-site locations