For Current Gilead Employees and Contractors:

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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
 

Specific Responsibilities:

Essential Functions:

Knowledge, Experience & Skills:

Essential:

Desirable:

Job Description

The Case Manager is responsible for monitoring all activities and successfully facilitating a patient’s case from program enrolment through case completion while providing an exceptional customer experience throughout the entire process. This position reports directly to the Case Manager Lead for Cell Therapy and is based in Tokyo.

The ideal candidate possesses at minimum these three competencies:

• Manages patient cases from initial patient enrolment through to final product delivery and Patient Infusion.
• Partners with hospital customers to ensure a smooth and painless cell therapy journey
• Leads on the response to enquiries from healthcare providers, hospital team members, and Kite/Gilead counterparts surrounding the cell therapy journey

Key Responsibilities

• Familiarity with working in heavily regulated, quality-control driven environments (e.g. strictly following SOPs where they exist, extrapolating quality principles against ambiguity in a fast-moving environment)
• Precision and accuracy in data validation and verification
• Transparency in working, open to challenge and willing to take feedback
• Experience working in relevant healthcare/clinical trial environments (e.g. stem cell transplant centers , clinical trial management)
• Ideally – familiarity with cell therapy, CAR-T therapy, personalized medicine, stem cell transplant
• Strong empathy, focus on customer experience, and verbal and written communication skills
• Proven problem solving ability, willingness to work “hands on” and cross-functionally to resolve customer issues or queries
• Investigates and responds to internal and external customer complaints while concurrently instituting necessary improvements to avoid recurrence.
• Time- and self-management skills to ensure timely support to customers (and treatments to patients)
• Ability to look beyond day-to-day activities to identify and communicate opportunities for enhanced efficiency and/or customer experience
• Strong in all our values: integrity, inclusion, teamwork, accountability and excellence.

Basic Qualifications

• 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
• 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
• Precision and accuracy in data validation and verification
• Bachelor’s degree

Preferred Qualifications

• Master’s degree / PhD
• Previous experience working in a pharmaceutical patient program, preferably in oncology with precision and accuracy in data validation and verification
• Experience in precise verbal and written communication related to therapies, devices, medicines, patient care or safety
• Experience of using complex IT systems or IT portals in the fields of supply chain management, customer service, procurement
• Ideally – familiarity with cell therapy, CAR-T therapy, personalized medicine, stem cell transplant

Company Overview

Kite 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 tumours. Kite is based in Santa Monica, CA. For more information on Kite, please visit www.kitepharma.com. Sign up to follow @KitePharma on Twitter at www.twitter.com/kitepharma.

職務概要

患者登録から自社製品の納品および患者さんへの投与完了に至る一連のプロセスを管理し、必要なタイミングで顧客と連絡を行い、社内関連部門や社外取引先と協力をしながら症例（Case）をマネジメントしていただきます。

医療従事者に一番近く、最も頻繁に直接対応を行う部署となり、医療従事者はもとより医療従事者を通じて患者さんへの最善の顧客体験を提供する、要となる部署となります。

主な担当責任業務

• 弊社独自のポータルサイトへの患者さん登録から最終製品投与までの各症例管理を行っていただきます。患者さん固有の白血球細胞を使用した再生医療等製品のオーダー管理となり、各患者さんに適切なタイミングで戻すために高度な正確さが要求されます。またそのために、輸送や受注などのオペレーション業務の知識が必要になることがあります。
• 医療従事者からの問い合わせや不具合事象発生時の対応。社内各部署と連携して対応内容を協議し、顧客窓口として電話やメールなどを用いて対応していただきます。また、対応経験を通じて継続した改善活動を行っていただきます。
• 認証施設の医療従事者に対するポータルサイト使用トレーニングの実施や、e-Learningサイトの管理を行っていただきます。

必要な経験

• 顧客との電話やメールでの対応経験。顧客体験に焦点を当てた対応や解決策を考えられる方
• 日々の業務でタイムマネジメントをしながら同時並行で行った経験
• 社内複数部門と日常的に協業してきた経験
• 数字をベースにして行動計画が立てた経験
• 業務改善等に際して、数字やデータを基にして文章やレポート、あるいはパワーポイント等のスライドを作成し、提案を行い、実行した経験
• 英語が必要な業務をメールやチャットで行った経験

あると好ましい経験

• 電話やメールでのトラブルシューティング対応経験
• 受発注オペレーション業務にてERPシステム（SAP等）の使用経験や、顧客サービス業務にてITポータル（Salesforce等）を使用して業務を行った経験
• 製薬業界や医療機器出身の方。理想的には、細胞療法、CAR-T療法、個別化医療、幹細胞移植の知識がある方。（法規制や有害事象対応などの業界特有の決め事、SOPやプロセスに沿った業務対応の面によるもので、キャッチアップできる方であれば問題ありません。）
• 事業立ち上げや、一からプロセスを作成した経験
• 業務改善などのプロジェクト参加経験
• デバイスや医薬品において、安全性に関連する口頭および書面でのコミュニケーションの経験
• 英語での電話ミーティングに日常的に参加した経験

基本的な求められる能力・資格

• チーム内はもとより、部署を越えた社内のチームや、外部の顧客と良好な関係を築くための優れたコミュニケーションスキルと人間関係構築スキル
• 日常の活動を超えるような対応が必要な顧客問題に迅速に対処するために、顧客と社内外のステークホルダーとの調整能力
• 定量的に事象を捉えられる方
• 学士号
• 英語力初級 (チャットやメールでのやり取りが可能な方)
• PCスキル（MS Outlook, Word, Excel, PowerPoint, Teamsや、Zoomなどのミーティングツールなど）

そのほか理想的な能力・資格

• 修士号/博士号

For Current Gilead Employees and Contractors:

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