Cell Therapy Case Manager

Summary

Join Orca Bio, a late-stage biotechnology company, as a Cell Therapy Case Manager and become the central point of contact for treatment centers managing the patient journey for Orca-T. You will be responsible for receiving orders, verifying documentation, managing scheduling, coordinating cross-functional activities, and ensuring a seamless experience for treatment centers and internal stakeholders. This foundational role involves building the case management organization, processes, SOPs, and tools. You will partner with transplant coordinators, serving as the primary case quarterback, aligning activities across various teams. The role demands empathy, precision, and a proactive mindset to deliver exceptional customer experiences. You will contribute to the development and refinement of case management SOPs, communication templates, and escalation protocols. You will also identify opportunities to streamline workflows and improve service efficiency.

Requirements

• 3-5 years of experience in patient case coordination, transplant scheduling, specialty pharmacy, or healthcare operations, preferably in oncology, cell therapy, or rare disease
• Experience working with academic medical centers, transplant programs, or hospital-based specialty practices
• Familiarity with regulated healthcare workflows, including HIPAA, chain-of-identity/custody, and documentation compliance
• Strong organizational, communication, and relationship management skills
• Experience using CRM or case tracking systems (e.g., Salesforce Health Cloud, Vineti, TrakCel)
• Ability to thrive in a dynamic, evolving environment and contribute to building new capabilities

Responsibilities

• Serve as the main point of contact for assigned transplant centers, managing end-to-end case activity from order intake through product infusion and follow up
• Receive, review, and track all case orders and associated documentation in accordance with internal SOPs and regulatory requirements
• Facilitate product scheduling considering patient treatment timelines, treatment center constraints, donor availability, apheresis center availability, and manufacturing capacity
• Monitor and update case management software systems to ensure accurate real-time data capture and audit readiness
• Proactively communicate case updates, schedule confirmations, and documentation needs to treatment centers
• Build trusted relationships with transplant center staff, ensuring a responsive, clear, and reliable support experience
• Escalate issues and delays as needed while maintaining a solutions-oriented approach
• Partner with commercial account management as the first-in-line customer service function of Orca Bio, ensuring exemplary customer experience
• Coordinate with internal stakeholders (Logistics, Manufacturing, Commercial Operations, Medical Affairs, Account Management) to align on product logistics, compliance, and customer needs
• Support field teams in center onboarding and activation efforts, including new site training on case flow and software tools
• Contribute to the development and refinement of case management SOPs, communication templates, and escalation protocols
• Identify opportunities to streamline workflows, reduce treatment center burden, and improve service efficiency
• Assist in documenting best practices and onboarding materials for internal team growth
• Participate in team huddles, case review meetings, and ongoing training sessions
• Support peer coverage for holidays, vacations, or spikes in case volume
• Ensure service availability during Pacific Time business hours; may require shift flexibility during process exceptions impacting delivery of patient products