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Orca Bio · 3 months ago

Cell Therapy Case Management Lead

Sacramento, CA

Full-time

Onsite

Senior Level

5+ years exp

Orca Bio is a late-stage biotechnology company focused on redefining the transplant process through next-generation cell therapies. The Case Management Lead will oversee the operations of the case management function supporting Orca-T, ensuring efficient coordination across treatment centers and contributing to the development of the customer service model during the launch phase.

Health CareMedicalPharmaceutical

Responsibilities

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

Qualification

Patient case managementTransplant operationsTeam leadershipOrder coordinationHealthcare call centerService-oriented mindsetInterpersonal skillsOrganizational skillsProblem-solving skills

Required

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