Case Management Lead

Summary

Join Orca Bio, a late-stage biotechnology company, as the Case Management Lead to oversee the daily operations of the case management function supporting Orca-T, a next-generation cell therapy. You will lead a team of Cell Therapy Case Managers, ensuring efficient and empathetic case coordination across treatment centers. A key role involves building Orca Bio’s customer service model, developing SOPs, defining service expectations, and establishing a scalable order management function. This position is ideal for someone thriving in a launch-phase environment and excited to shape Orca Bio’s partnerships with treatment centers. The location is preferably in Orca Bio’s California offices (Menlo Park or Sacramento). This role requires strong leadership, operational expertise, and a commitment to providing exceptional patient care.

Requirements

• 5–8+ years of experience in patient case management, order coordination, transplant operations, or healthcare call center leadership, preferably in cell or gene therapy, oncology, or complex therapeutics
• At least 2 years in a team lead or supervisory capacity, with responsibility for scheduling, coaching, mentoring, and daily operations
• Player-coach mentality
• Strong understanding of treatment center workflows, transplant coordination, apheresis, and chain-of-identity logistics
• Excellent interpersonal skills with a service-first mindset and calm, solution-oriented approach to escalation management
• Strong organizational and problem-solving skills with the ability to work under pressure in a launch-phase environment

Responsibilities

• Oversee the daily operations of the case management team, including case assignment, workflow monitoring, coverage, and adherence to service level expectations
• Create and manage the staffing and scheduling model for the order management/case management function, ensuring optimal patient throughput and site experience
• Monitor case activity, respond to escalations, and provide real-time support to case managers and treatment centers
• Lead daily huddles, ensure timely internal communication, and reinforce best practices and SOP compliance
• Foster a high-performance, best-in-class, service-oriented, and a supportive, cohesive culture within the team
• Collaborate with Commercial and Technical Operations leadership to define the Orca-T customer service model, including workflows, team structure, escalation protocols, and cross-functional handoffs
• Define, draft and continuously refine case management SOPs, work instructions, and training materials
• Contribute to the design and implementation of Orca Bio’s commercial ordering platform
• After launch, track and report on key performance indicators, identifying trends and opportunities for team optimization
• Partner with cross-functional stakeholders to resolve operational gaps and improve case handling efficiency

Preferred Qualifications

Experience with call center structure, shift design, or customer service models is a plus