Case Manager

2 weeks ago

Singapore Gilead Sciences Full time

Kite is continuing to hire for all open roles. Our interview process may be conducted virtually and some roles will be asked to temporarily work from home. Over the coming weeks and months, we will be implementing a phased approach to bringing employees back to site to ensure the health and safety of our teams.

**For Current Kite Pharma Employees and Contractors:
**Job Description**:
**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 **.**:

- **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**:
**Key Responsibilities**:

- **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**:

- **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 Konnect 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**:
**Basic Qualifications**:

- **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**:

- **Strong understanding of the healthcare insurance reimbursement market**:

- **Significant reimbursement / patient services experience**:
**Preferred Qualifications**:

- **Master’s degree**:

- **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**:
**Company Overview**:
**For Current Kite Pharma Employees and Contractors:

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