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OrcaBio is seeking a Director of Cell Therapy Case Management to lead operations for TREGZI, a high-precision stem cell therapy. This remote role involves overseeing a team and refining customer service models.
Orca Bio is a commercial-stage biotechnology company redefining the transplant process by developing next-generation cell therapies with the goal of providing significantly better survival rates with dramatically fewer risks.
Responsibilities:
- Oversee the daily operations of the case management team, including patient journey monitoring, adherence to service level expectations, and resolution of escalations as they arise.
- Create and manage the staffing and scheduling model for the order management/case management function.
- Lead daily huddles, ensure timely internal communication, and reinforce best practices and SOP compliance.
- Foster a high-performance, service-oriented culture within the team.
- Serve as the case management liaison with field team leaders.
- Collaborate with Commercial and Technical Operations leadership to refine and scale the TREGZI customer service model.
- Partner with existing case management expertise to continuously refine case management SOPs, work instructions, and training materials.
- Track and report on key performance indicators, identifying trends and opportunities for team optimization.
Required Qualifications:
- 12+ years of experience in patient case management, order coordination, transplant operations, or healthcare call center leadership.
- 6+ years in a team lead capacity, with responsibility for scheduling, coaching, mentoring, and daily operations.
- Strong understanding of treatment center workflows, transplant coordination, apheresis, and chain-of-identity logistics.
- Excellent interpersonal skills with a service-first mindset.
- Strong organizational and problem-solving skills with the ability to work under pressure.
Additional:
- Competitive salary range based on experience.
- Eligible for pre-IPO equity and annual bonus.
- Medical, dental, and vision benefits, PTO, 401(k) plan, life and accidental death and disability coverage, and parental leave benefits.
- Subsidized daily lunches and snacks at on-site locations.