Associate Case Manager M/F

For Current Gilead Employees and Contractors:

Please log onto your Internal Career Site $) to apply for this job.

At Gilead, we're creating a healthier world for all people. For more than 35 years, we've tackled diseases such as HIV, viral hepatitis, COVID-19 and cancer – working relentlessly to develop therapies that help improve lives and to ensure access to these therapies across the globe. We continue to fight against the world's biggest health challenges, and our mission requires collaboration, determination and a relentless drive to make a difference.

Every member of Gilead's team plays a critical role in the discovery and development of life-changing scientific innovations. Our employees are our greatest asset as we work to achieve our bold ambitions, and we're looking for the next wave of passionate and ambitious people ready to make a direct impact.

We believe every employee deserves a great leader. People Leaders are the cornerstone to the employee experience at Gilead and Kite. As a people leader now or in the future, you are the key driver in evolving our culture and creating an environment where every employee feels included, developed and empowered to fulfil their aspirations. Join Gilead and help create possible, together.

Job Description

Kite, a Gilead Company, 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.

The position

We currently have an exciting opportunity for an Associate Case Manager / Business Support supporting and reporting to the Business Unit Director of Cell Therapy in Belgium and based in Diegem. This role combines the primary purpose of case management (70%) and in addition will support the cell therapy business on an operational level (30%).

As Associate Case Manager, you are responsible for monitoring all activities and successfully facilitating a patient's case from program enrollment through case completion, while providing an exceptional customer experience throughout the entire process. In this role, you manage the response to enquiries from healthcare providers, hospital team members, and Kite/Gilead counterparts surrounding the cell therapy journey. In addition, you ensure the business unit team is running smoothly by providing support to the business unit team in various tasks.

Key Responsibilities as a Case Manager

• Support and own cell journey from apheresis to final product delivery
• Provide excellent partnership and customer service to our external stakeholders as well as close collaboration with key internal stakeholders (Commercial Operations, Cell Therapy Account Managers, Quality teams, Cell Order Management team (EUCom), etc.)
• Contribute to the development and maintenance of the KK platform and ensure that all localized content is approved, kept up to date
• First point of contact of external customers for different issues such as medical advice or quality issues, triaging external request to internal key stakeholders
• Partnership with and first point of contact for all Qualified Treatment Centers (QTC)s, especially but not only to center CAR T Coordinators
• Acts as the interface between the Kite/GILEAD and Quality teams regarding site identification, approval, site training, preparation and conduct of Dry Runs
• Conduct training sessions to enhance clients' skills and knowledge in utilizing Kite Konnect software effectively. Assist Kite teams with maintenance, updates, accuracy of Kite Konnect and ACM applications (SPC links, Kite/GILEAD contact information, privacy statement, patient acknowledgement form, etc.)
• In alignment with BUD and CTAM, prepare, organize, and attend to at least one yearly visit to each QTC
• Partner and engage with other Case Managers colleagues to optimize and streamline case management processes and plan for potential back-ups

Key Responsibilities as a Business Support

• Provide general support to business unit team (or XF team – to be adapted), amongst others, manages inventories of promotional materials, planning and organization of internal meetings, conferences and congresses, contracting, management of contract and PO's, creating marketing resources and materials, monthly updates of commercial OPEX, assist with compliance approvals and upload in the system
• Enhance productivity and efficiency in operations. Streamline logistic workflow processes by identifying and eliminating

Knowledge & Skills:

• Being patient-oriented, doing everything possible to keep the patient journey as short as possible
• Always deliver exemplary customer service to internal and external stakeholders
• Strong ability to coordinate with both customer and non-customer facing cross-functional partners to rapidly address customer issues
• Excellent communication and interpersonal skills with the ability to establish effective relationships with a range of internal cross-functional teams, healthcare provider team(s) and customers
• Ability to look beyond day-to-day activities to identify and communicate opportunities for enhanced efficiency and/or customer experience
• Precision and accuracy in data validation and verification and excellent in planning, organizing and time management
• Proven problem-solving ability and willingness to work "hands on"
• Good project management, high standard of responsibility, speed and flexibility.
• Thrive in a dynamic environment, get energy from ad-hoc activities and resilience under pressure

Experience

• Bachelor's degree and 3+ years of relevant experience in customer service or customer-facing administration
• Preferably experience in a life science, healthcare, or clinical trial environment.
• Some knowledge of pharmaceutical processes, understanding of personalized medicine and the environment of different hospitals would be an advantage
• Experience of using complex IT systems or portals in the fields of supply chain management, customer service, procurement
• Fluency in English , French and Flemish in written & spoken language
• Experience with data management, MS Office (Excel and PowerPoint), invoicing systems

Equal Employment Opportunity (EEO)

It is the policy of Gilead Sciences, Inc. and its subsidiaries and affiliates (collectively "Gilead" or the "Company") to recruit select and employ the most qualified persons available for positions throughout the Company. Except if otherwise provided by applicable law, all employment actions relating to issues such as compensation, benefits, transfers, layoffs, returns from layoffs, company-sponsored training, education assistance, social and recreational programs are administered on a non-discriminatory basis (i.e. without regard to protected characteristics or prohibited grounds, which may include an individual's gender, race, color, national origin, ancestry, religion, creed, physical or mental disability, marital status, sexual orientation, medical condition, veteran status, and age, unless such protection is prohibited by federal, state, municipal, provincial, local or other applicable laws). Gilead also prohibits discrimination based on any other characteristics protected by applicable laws.

For Current Gilead Employees and Contractors:

Please log onto your Internal Career Site $) to apply for this job.

Gilead Sciences, Inc. is a biopharmaceutical company that has pursued and achieved breakthroughs in medicine for more than three decades, with the goal of creating a healthier world for all people. The company is committed to advancing innovative medicines to prevent and treat life-threatening diseases, including HIV, viral hepatitis and cancer. Gilead operates in more than 35 countries worldwide, with headquarters in Foster City, California.