Case Manager

3 weeks ago

Singapur, Singapore Gilead Sciences Singapore Pte. Ltd. Full time

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:

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

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 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

Significant patient services experience

Preferred Qualifications

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

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.

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