Case Manager

Job Description

The Case Manager is responsible for monitoring all activities and successfully facilitating a patient’s case from enrollment to the program through case completion while providing an exceptional customer experience throughout the entire process. This position reports to the Regional Business unit Director and is based in Riyadh, Saudi Arabia.

Specific Job Responsibilities:
● Manage patient cases from the beginning of the referral to final resolution including appeal approvals in a timely fashion

○ Review case upon receipt of referral to determine appropriate next steps based on defined process

○ Contact patients / caregivers to discuss copay assistance programs as needed

○ Place follow up calls to patients / caregivers to retrieve program documentation including but not limited to patient authorization / consent form, obtaining missing information and retrieving denial letters

○ Assist customers to navigate healthcare insurance reimbursement issues through education, information and exceptional communication and to minimize coverage issues

● Manage communications with patient, providers and internal team members

○ Constantly update the tracking system to ensure timely and smooth coordination for the patient and providers

○ Answer incoming hotline calls (from patients, facilities, HCPs, Kite team members etc.), as needed

○ Field customer complaints and respond in a timely manner

○ Enter case data into the program system

○ Respond to emails and case-related questions from internal and external customers that need to be addressed immediately by a case manager

○ Participate in regular check-ins and meetings with team

● Lead coordination efforts between multiple parties including but not limited to patients, providers, physicians and their staff, treatment center billing departments, insurance companies and patient assistance programs

○ Constantly keep physician and physician’s team updated on the status of the case

○ Facilitate and manage the coordination of the product and ancillary supplies needed for treatment, document and manage all communication during the process

○ Ensure timelines and customer commitments are met

● Coordinate with internal quality, supply chain and other internal teams to execute the process and resolve issues

○ Act as the functional expert for the Kite Konnect™ Hospital Portal

○ Act as the interface between the Kite Pharma Account and Quality teams regarding site identification, approval and scheduling training

○ Attend and assist with site visit training, customer and patient meetings

Experience Required:
● Excellent communication and interpersonal skills (both in English and Local language) with the ability to establish effective relationships with a range of internal cross-functional teams, healthcare provider team(s) and customers

● Effective problem solving, case management and customer service skills

● Strong ability to coordinate with both customer and non-customer facing cross-functional partners to rapidly address customer issues

● Bachelor's degree

• Ability to multi-task across a wide variety of tactical and strategic activities.
• Able to effectively manage others in accomplishing necessary tasks, both direct reports and others in related areas of Gilead.
• Able to influence and provide recommendations to senior management.
• Ability to recognize and interpret business issues/opportunities and recommend solutions through analysis, then implement and/or negotiate solutions with external parties.
• Excellent analytical skills with an emphasis on follow-through, and issue resolution abilities.
• Microsoft Excel/Word & PowerPoint and strong working knowledge of order management and information management systems.