Case Management Lead, Cell Therapy

Job not on LinkedIn

September 14

🏄 California – Remote

Although this job is listed in California, this company may be open to hiring remote in other states.

⏰ Full Time

🟠 Senior

😶‍🌫️ Therapist

🦅 H1B Visa Sponsor

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Orca

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Fintech • Crypto • Finance

Orca is a platform that facilitates trading and liquidity provision by leveraging the speed of Solana blockchain technology on the Ethereum network. It allows users to trade, manage portfolios, and connect their wallets on the Eclipse network. Designed to provide a seamless experience by combining Ethereum's ecosystem with Solana's rapid processing capabilities, Orca targets users interested in cryptocurrency trading and liquidity solutions.

11 - 50 employees

💳 Fintech

₿ Crypto

💸 Finance

📋 Description

• Oversee the daily operations of the case management team, including case assignment, workflow monitoring, coverage, and adherence to service level expectations. • Create and manage the staffing and scheduling model for the order management/case management function, ensuring optimal patient throughput and site experience. • Monitor case activity, respond to escalations, and provide real-time support to case managers and treatment centers. • Lead daily huddles, ensure timely internal communication, and reinforce best practices and SOP compliance. • Foster a high-performance, best-in-class, service-oriented, and a supportive, cohesive culture within the team. • Collaborate with Commercial and Technical Operations leadership to define the Orca-T customer service model, including workflows, team structure, escalation protocols, and cross-functional handoffs. • Define, draft and continuously refine case management SOPs, work instructions, and training materials. • Contribute to the design and implementation of Orca Bio’s commercial ordering platform. • After launch, track and report on key performance indicators, identifying trends and opportunities for team optimization. • Partner with cross-functional stakeholders to resolve operational gaps and improve case handling efficiency. • Lead and build Orca Bio’s case management function supporting Orca-T, overseeing a team of Cell Therapy Case Managers and ensuring efficient, accurate, and empathetic case coordination across treatment centers.

🎯 Requirements

• 5–8+ years of experience in patient case management, order coordination, transplant operations, or healthcare call center leadership, preferably in cell or gene therapy, oncology, or complex therapeutics. • At least 2 years in a team lead or supervisory capacity, with responsibility for scheduling, coaching, mentoring, and daily operations. • Player-coach mentality. • Strong understanding of treatment center workflows, transplant coordination, apheresis, and chain-of-identity logistics. • Excellent interpersonal skills with a service-first mindset and calm, solution-oriented approach to escalation management. • Strong organizational and problem-solving skills with the ability to work under pressure in a launch-phase environment. • Experience with call center structure, shift design, or customer service models is a plus.