Director, Cell Therapy Case Management

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.