Overview
The Case Manager’s primary responsibility is managing each patient’s case throughout the treatment journey. This is a highly dynamic role that requires an outstanding ability to manage and take ownership of patient cases within an assigned geographic area. The Case Manager is expected to seamlessly coordinate between medical professionals at authorized treatment centers (ATCs) and Iovance cross-functional teams to progress patient cases. To be successful in this role, the Case Manager will have a strong passion for serving patients and providers and be a highly motivated individual with exceptional communication, organization, and problem-solving skills. This role requires extensive case management, hospital, immuno-oncology, and, ideally, cell/gene therapy experience.
The role also requires weekends and holidays as needed.
Essential Functions and Responsibilities
- Serve as a trusted and knowledgeable single point of contact for patients, caregivers, and healthcare providers through the IovanceCares call center, demonstrating exceptional communication and tele-management skills.
- Independently manage and take ownership of all patient cases, from patient registration through post-infusion within assigned geographic areas; and provide coverage for other case managers when necessary.
- Establish collaborative relationships with our partners at the ATCs. Consistently and considerately share information with sites and gather information to help Iovance better manage the patient journey.
- Triage all issues appropriately, use resources to aid sites, and follow-up to confirm that issues are resolved.
- Effectively collaborate with inter-disciplinary health care teams at treatment centers (e.g., Nurse Navigators, Financial and Billing Administrators, Patient Support and Access personnel, and Social Workers).
- Partner seamlessly with Iovance cross-functional teams to promptly deliver customer service and support to meet the needs of our patients, caregivers, and healthcare providers.
- Clearly and effectively communicate critical case-related information to patients, caregivers, and healthcare professionals to appropriately manage expectations.
- Complete all Case Manager training and demonstrate exceptional knowledge and seamless navigation of IovanceCares (i.e. case management system, customer portal, telephone system) and processes (i.e., SOPs, work instructions, business rules). The ability to quickly learn about new computer systems and be detail-oriented is essential in this role.
- Support Authorized Treatment Center launch activities as necessary (including site onboarding and Quarterly Business Reviews).
- Manage and contribute to continuous improvements and development of innovative solutions to deliver an enhanced patient care experience. Maintain current knowledge of and follow established IovanceCares objectives, processes, regulatory and compliance standards, policies, and procedures.
- Demonstrate genuine passion and care for patients and uphold Iovance values in daily individual work performance.
- Adhere to Iovance Biotherapeutics’ core values, policies, procedures, and business ethics.
- Perform miscellaneous duties as assigned.
Travel
- Be available to occasionally travel during the site onboarding process or as needed (<10%).
Required Education, Skills, and Knowledge
- BA or BS degree.
- Six (6) or more years of experience working within a healthcare/pharmaceutical environment directly interacting with patients and/or healthcare professionals/providers that includes two (2) or more years of Case Management or Care Coordination experience in an acute care center working with patients receiving complex therapies, and one (1) year of patient and reimbursement support experience.
- A proven ability to work in a fast-paced environment, adapt quickly to change, and strategically resolve complex problems promptly.
- A proven ability to accurately and thoroughly enter data, confirm information, and deliver high-quality consistent results.
- A proven ability to work exceptionally well across a matrix organization and be a team player.
- Possess exceptional oral and written communication skills.
- Exceptional attention to detail.
Preferred Education, Skills, and Knowledge
- An advanced degree in a healthcare related field or the life sciences (NP, PA, RN, RPH, PharmD, MSW)
- Five (5) or more years of experience working in cellular therapy, stem cell transplant, or inpatient oncology case management as a nurse, cell therapy coordinator, or transplant nurse coordinator highly desired.
- One (1) or more years of experience in patient access and reimbursement support.
- Demonstrated strong understanding of the healthcare industry, including the private and government payer landscapes.
- Experience working with complex IT systems or portals that support customer service, healthcare scheduling, supply chain management, and call centers.
- Familiarity working in a heavily regulated, quality-control-driven environment (e.g. following strict SOPs when available and extrapolating fundamental principles to situations not defined).
- Bilingual (Spanish preferred).
The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodation may be made upon request to enable an individual to perform essential functions. Please contact Human Resources to request accommodation.
Physical Demands and Activities Required
- Must be able to remain in a stationary position standing or sitting for prolonged periods of time.
- Must be able to move about inside an office and exert up to 10 pounds of force occasionally or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
- Must have visual acuity to perform activities such as preparing and analyzing data and figures, viewing a computer screen, and extensive reading.
- This position requires repetitive motion, substantial movements (motions) of the wrist, hands, and/or fingers.
- Must be able to communicate with others to exchange information.
Mental: Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem-solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines
Work Environment
This job operates in a professional workplace or remote office environment and requires standard office equipment and keyboards. Employees who work remotely are expected to maintain their workspace and environment safely and free from safety hazards.
#LI-Remote
The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.
Iovance is committed to cultivating and offering a diverse and inclusive work environment. As an equal-opportunity employer, our employees and applicants will be considered without regard to an individual’s race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, military and veteran status, and any other characteristic protected by applicable law. If you need assistance or accommodation to apply to one of our opportunities, please contact [email protected].
By voluntarily providing information and clicking “Submit Application”, you explicitly consent to the collection and use of your personal information for the purposes described above and in our Candidate Privacy Notice.
