- Excellent communication and interpersonal skills (in English and local language) with the ability to establish effective relationships with a range of internal cross-functional teams, healthcare provider team(s) and customers
- Effective problem solving, case management and customer service skills
- Strong ability to coordinate with both customer and non-customer-facing cross-functional partners to rapidly address customer issues
- Manage patient cases from the beginning of the referral to final resolution including appeal approvals in a timely fashion
- Review case upon receipt of referral to determine appropriate next steps based on defined process
- Place follow up calls to patients / caregivers to retrieve program documentation including but not limited to patient authorization / consent form, obtaining missing information and retrieving denial letters
- Manage communications with patient, providers and internal team members
- Constantly update the tracking system to ensure timely and smooth coordination for the patient and providers
- Answer incoming hotline calls (from patients, facilities, HCPs, Kite team members etc.), as needed
- Field customer complaints and respond in a timely manner
- Enter case data into the program system
- Respond to emails and case-related questions from internal and external customers that need to be addressed immediately by a case manager
- Participate in regular check-ins and meetings with team
- Lead coordination efforts between multiple parties including but not limited to patients, providers, physicians and their staff, treatment center billing departments
- Constantly keep physician and physician's team updated on the status of the case
- Facilitate and manage the coordination of the product and ancillary supplies needed for treatment, document and manage all communication during the process
- Ensure timelines and customer commitments are met
- Coordinate with internal quality, supply chain and other internal teams to execute the process and resolve issues
- Act as the functional expert for the Kite KonnectTM Hospital Portal
- Act as the interface between the Kite Pharma Account and Quality teams regarding site identification, approval and scheduling training
- Attend and assist with site visit training, customer and patient meetings
- Excellent communication and interpersonal skills (both in English and Local language) with the ability to establish effective relationships with a range of internal cross-functional teams, healthcare provider team(s) and customers
- Effective problem solving, case management and customer service skills
- Strong ability to coordinate with both customer and non-customer facing cross-functional partners to rapidly address customer issues
- Bachelor's degree
- Significant patient services experience
- Experience in precise verbal and written communication related to therapies, devices, medicines, patient care or safety
- Experience of using complex IT systems or IT portals in the fields of supply chain management, customer service, procurement
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Description
For Current Gilead Employees and Contractors:
Please log onto your Internal Career Site to apply for this job.
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.
We empower our leaders to step up, share ideas, listen, learn, and lead. We're welcoming bright, diverse, and imaginative minds; we're nurturing them to foster an environment of inclusion and growth where innovation is encouraged. We expect our people leaders to model that environment, and to focus on creating inclusion, developing talent, and enabling teams.
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. Join Gilead and help create possible, together.
Job Description
The Case Manager is responsible for monitoring all activities 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. This position reports to the Country Business Unit Director and is based in the Country office .
The ideal candidate possesses at minimum these three competencies:
Key Responsibilities
Basic Qualifications
Preferred Qualifications
Company Overview
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 Gilead Employees and Contractors:
Please log onto your Internal Career Site to apply for this job.
