Cell Therapy Case Management Lead

�

� Description

• • Lead the day-to-day operations of Orca Bio’s case management team, orchestrating seamless coordination of every Orca-T investigational cell therapy case from initial order through patient infusion. You will own case assignment, workflow monitoring, staffing schedules, and real-time coverage to guarantee that treatment centers experience zero friction and patients receive life-saving therapy on time, every time.
• • Build, coach, and inspire a high-performing team of Cell Therapy Case Managers who serve as the primary, trusted point of contact for transplant centers. Through daily huddles, one-on-one coaching, and data-driven feedback loops, you will foster a culture that balances operational excellence with genuine empathy for patients battling blood cancer.
• • Design and continuously refine the end-to-end customer service model for Orca-T launch readiness. Partner with Commercial Operations, Technical Operations, and Quality to draft SOPs, work instructions, escalation pathways, and cross-functional handoffs that scale from dozens to hundreds of cases per year without compromising safety or experience.
• • Own the staffing and scheduling blueprint for a 24/7 order management function that mirrors the unpredictable cadence of transplant medicine. You will forecast demand, build contingency plans for surge capacity, and ensure that every case manager is equipped with the knowledge, tools, and emotional resilience to handle high-stakes conversations.
• • Serve as the real-time escalation quarterback for complex clinical, logistical, or emotional issues that arise during case coordination. Whether it is an unexpected donor deferral, a weather-related shipping delay, or a family in crisis, you will remain calm under pressure, mobilize the right experts, and communicate transparently with all stakeholders.
• • Drive continuous improvement by establishing KPIs that measure case velocity, first-contact resolution, site satisfaction, and patient-centric outcomes. You will translate data into actionable insights, lead root-cause analyses, and champion process enhancements that shave hours—or days—off the therapy timeline.
• • Contribute hands-on to the configuration and user-experience design of Orca Bio’s commercial ordering platform, ensuring that every click, field, and alert aligns with real-world transplant workflows. Post-launch, you will iterate rapidly based on user feedback and evolving regulatory guidance.
• • Act as the voice of the customer inside Orca Bio, distilling frontline insights into strategic recommendations for supply chain, regulatory, clinical, and executive leadership. Your observations will directly influence product labeling, packaging, training content, and long-term capacity planning.
• • Champion a start-up mindset by rolling up your sleeves to cover weekend shifts, test new software, or jump on an urgent call with an apheresis center at 2 a.m. You will model the courage, integrity, and urgency that define Orca Bio’s culture and inspire the same in your team.
• • Ensure unwavering compliance with FDA, FACT, and institutional regulations governing chain-of-identity, chain-of-custody, and patient confidentiality. You will embed quality checkpoints into every workflow and conduct periodic audits to safeguard the trust placed in Orca Bio by patients, caregivers, and clinicians.