Director, Cell Therapy Case Management

17 hours, 19 minutes ago
Full-time
Executive
Customer and Technical Support
Orca Bio

Orca Bio

Orca Bio is revolutionizing allogeneic cell therapy with next-gen therapies for better outcomes and fewer risks, transforming lives through precision and innovation.

Pharmaceuticals
51-200
Founded 2016
$192M raised

Description

  • Oversee daily case management operations, including patient journey monitoring, service-level adherence, and escalation resolution.
  • Provide real-time support to case managers and treatment centers.
  • Develop and manage staffing and scheduling models to optimize patient throughput and site experience.
  • Lead daily team huddles, internal communications, and adherence to best practices and SOPs.
  • Coach, develop, and foster a high-performing, service-oriented case management team.
  • Serve as the case management liaison to field team leaders and coordinate timely information sharing.
  • Refine and scale the TREGZI customer service model, including workflows, team structure, escalation protocols, and cross-functional handoffs.
  • Improve SOPs, work instructions, training materials, and case-handling efficiency with cross-functional partners.
  • Contribute user requirements for the commercial ordering platform.
  • Track, report, and act on performance indicators and operational trends.

Requirements

  • 12+ years of experience in patient case management, order coordination, transplant operations, or healthcare call center leadership in a commercial environment.
  • 6+ years of team leadership experience, including scheduling, coaching, mentoring, and daily operations.
  • Industry experience in cell or gene therapy, oncology, or complex therapeutics.
  • Strong understanding of treatment-center workflows, transplant coordination, apheresis, and chain-of-identity logistics.
  • Excellent interpersonal skills with a service-first, calm, solution-oriented approach to escalations.
  • Strong organizational and problem-solving skills in a fast-paced, launch-phase environment.
  • Experience with call center structures, shift design, or customer service models (preferred).
  • Ability to travel up to 25%, primarily to California Bay Area offices, customer sites, and conferences.

Benefits

  • Pre-IPO equity and annual bonus.
  • Competitive medical, dental, and vision coverage.
  • Paid time off.
  • 401(k) plan.
  • Life, accidental death, and disability insurance.
  • Parental leave benefits.
  • Subsidized daily lunches and snacks at on-site locations.

Interested in this position?

Apply directly on the company website

Apply Now

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