Case Manager

At Gilead were creating a healthier world for all people. For more than 35 years weve 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 worlds biggest health challenges and our mission requires collaboration determination and a relentless drive to make a difference.

Every member of Gileads 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 were 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

The Case Manager is responsible for monitoring all activities and successfully facilitating a patients case from enrollment to the program through case completion while providing an exceptional customer experience throughout the entire process. This position reports to the Regional Business unit Director and is based in Riyadh Saudi Arabia.

Specific Job Responsibilities:
Manage patient cases from the beginning of the referral to final resolution including appeal approvals in a timely fashion

Review case upon receipt of referral to determine appropriate next steps based on defined process

Contact patients / caregivers to discuss copay assistance programs as needed

Place follow up calls to patients / caregivers to retrieve program documentation including but not limited to patient authorization / consent form obtaining missing information and retrieving denial letters

Assist customers to navigate healthcare insurance reimbursement issues through education information and exceptional communication and to minimize coverage issues

Manage communications with patient providers and internal team members

Constantly update the tracking system to ensure timely and smooth coordination for the patient and providers

Answer incoming hotline calls (from patients facilities HCPs Kite team members etc.) as needed

Field customer complaints and respond in a timely manner

Enter case data into the program system

Respond to emails and case-related questions from internal and external customers that need to be addressed immediately by a case manager

Participate in regular check-ins and meetings with team

Lead coordination efforts between multiple parties including but not limited to patients providers physicians and their staff treatment center billing departments insurance companies and patient assistance programs

Constantly keep physician and physicians team updated on the status of the case

Facilitate and manage the coordination of the product and ancillary supplies needed for treatment document and manage all communication during the process

Ensure timelines and customer commitments are met

Coordinate with internal quality supply chain and other internal teams to execute the process and resolve issues

Act as the functional expert for the Kite Konnect Hospital Portal

Act as the interface between the Kite Pharma Account and Quality teams regarding site identification approval and scheduling training

Attend and assist with site visit training customer and patient meetings

Experience Required:
Excellent communication and interpersonal skills (both in English and Local language) 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

Bachelors degree

Knowledge:

• Ability to multi-task across a wide variety of tactical and strategic activities.
• Able to effectively manage others in accomplishing necessary tasks both direct reports and others in related areas of Gilead.
• Able to influence and provide recommendations to senior management.
• Ability to recognize and interpret business issues/opportunities and recommend solutions through analysis then implement and/or negotiate solutions with external parties.
• Excellent analytical skills with an emphasis on follow-through and issue resolution abilities.
• Microsoft Excel/Word & PowerPoint and strong working knowledge of order management and information management systems.

For Current Gilead Employees and Contractors:

Please apply via the Internal Career Opportunities portal in Workday.