Associate Case Manager - Kite, Nordics

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 Associate Case Manager, Nordics 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 reporting to the Business Unit Director of Cell Therapy in the Nordics and based in Stockholm, Sweden, supporting Sweden, Norway, Finland, Denmark and Iceland. In addition to providing cell journey support across the Nordics, this role will provide essential marketing and project management support across the Nordic Kite business (five countries) in close collaboration with our Nordic Product manager. 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 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. Key Responsibilities Permanently support and own cell journey from apheresis to final product delivery for the Nordic countries Aspire to exceed customer timeline commitments and productivity expectations 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 Kite Konnect platform and ensure that all localized content is approved and kept up to date First point of contact for external customers to follow up on requests, such as quality issues, medical questions, and triage to internal key stakeholders to answer back the customers in time Partnership with and first point of contact for all Qualified Treatment Centers (QTC)s, especially but not only with 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 applications (SPC links, Kite/GILEAD contact information, privacy statement, patient acknowledgement form, etc.) Partner and engage with other Case Managers colleagues to optimize and streamline case management processes and plan for potential back-ups Comply to corporate Policies, SOPs on all described job duties Comply to GDP requirements on all described job duties Provide marketing and project management support to the Nordic cell therapy business. This support may include supporting the development of marketing materials such as advertisements, details aids, leave behinds, newsletters and so on, as well as marketing event support, such as conducting symposia, webinars, managing VEM, and so on. This support will be carried out I close collaboration with our Nordic Product manager. Knowledge & Skills Be patient-oriented, doing everything possible to keep the patient journey as short as possible Always deliver exemplary customer service to internal and external stakeholders Demonstrate initiative and a willingness to work hands-on and with a sense of urgency, in a fast-paced rapidly changing environment Stay up to date with advancements in the field and integrate new knowledge into daily practices Strong ability to coordinate with both customer and non-customer facing cross-functional partners to rapidly address customer issues Have ability to successfully work and collaborate across multiple teams, functions, and countries. Strong collaboration with all Case Managers from ACE Flexible and ready to adapt diversified cultures and environment Strong project management: excellent in planning, organizing and time management High standard of responsibility, speed, and flexibility to adapt to countries specific aspects and urgent needs Proven problem-solving ability and willingness to work “hands on” Ability to look beyond day-to-day activities to identify and communicate opportunities for enhanced efficiency, process improvement and/or customer experience Precision and accuracy in data validation and verification Follow procedures and understand your role in operating a high-quality process Experience Relevant university degree and 3+ years of relevant experience as administrative coordinator at a pharmaceutical company, customer service, logistic service, supply chain or other relevant customer-facing administration Experience from the pharmaceutical industry is an significant advantage, experience of interaction and communication with physicians, nurses, and other hospital stakeholders Some knowledge of pharmaceutical processes, of regulatory and compliance in the pharmaceutical sector, 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 in written & spoken language Experience with data management, MS Office (Excel and PowerPoint), invoicing systems Core Values Integrity (always doing the right thing) Teamwork (collaborating in good faith) Excellence (working at a high level of commitment and capability)