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Associate Case Manager

Belgium - BrusselsAdministrative SupportRegular
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Job Description

Associate Case Manager

Based in Diegem, 3 days a week on site

INTRODUCTION

The Associate Case Manager & Business Support role combines end‑to‑end case management for cell therapy patients with operational support to the CAR T-Cell Therapy Business Unit.

As Associate Case Manager, you are responsible for coordinating and monitoring all activities related to a patient’s journey, from programme enrolment through case completion, while delivering an exceptional customer experience throughout the process. You act as a key point of contact for healthcare providers, hospital teams, and internal Kite-Gilead stakeholders involved in the cell therapy journey.

In addition, you provide operational and administrative support to the Business Unit, contributing to efficient day‑to‑day operations and ensuring the team runs smoothly.

KEY RESPONSIBILITIES - CASE MANAGEMENT

  • Support and coordinate the complete patient journey from apheresis through to final product delivery, infusion, and post‑infusion activities

  • Act as a primary point of contact for Qualified Treatment Centres (QTCs), in particular CAR T Coordinators

  • Provide high‑quality customer service to external stakeholders and collaborate closely with internal cross‑functional partners (Finance, Commercial Operations, Cell Therapy Account Managers, Quality, EU Cell Order Management)

  • Manage patient cases from site identification and patient referral through infusion and post‑infusion follow‑up

  • Answer and manage incoming enquiries from hospitals qualified for CAR T-celltherapy, and internal cross functional team members

  • Triage external enquiries, including medical or quality-related questions, to appropriate internal stakeholders

  • Act as an interface between Kite-Gilead and Quality teams regarding site identification, approval, training, preparation, and conduct of Dry Runs

  • Prepare, organise, and participate in at least one annual visit to each Qualified Treatment Center, in alignment with the Business Unit Director and Cell Therapy Account Managers

  • Support and maintain Kite digital platforms (e.g. Kite Konnect and related applications), ensuring local content is accurate, approved, and up to date

  • Deliver training sessions to support effective use of Kite digital platforms

  • Identify, escalate, and support resolution of process issues and customer complaints in a timely manner

  • Support handling of customer complaints, refund requests, and adverse event reporting in collaboration with the Responsible Person

  • Partner with other Case Managers to optimise processes and ensure adequate backup coverage in the BENELUX

  • Demonstrate exemplary customer service and strive to exceed agreed timelines and service expectations

  • Perform all activities in compliance with corporate policies, SOPs, and GDP requirements

KEY RESPONSIBILITIES – BUSINESS SUPPORT

  • Provide general operational and administrative support to the Cell Therapy Business Unit and cross‑functional teams

  • Support planning and organisation of internal meetings, conferences, and congresses

  • Manage inventories of promotional and business support materials

  • Support contracting activities, including contracts, purchase orders, and vendor coordination

  • Assist with creation and maintenance of marketing and business support materials

  • Support monthly commercial OPEX tracking and updates

  • Assist with compliance approval processes and system uploads

PROFESSIONAL EXPERIENCE & KEY SKILLS

  • Strong patient‑centric mindset with a focus on optimising the patient journey

  • Consistent delivery of high‑quality customer service to internal and external stakeholders

  • Strong coordination skills across cross‑functional teams

  • Excellent communication and interpersonal skills

  • Ability to identify opportunities to improve efficiency and customer experience

  • High attention to detail with strong planning, organisation, and time‑management skills

  • Proven problem‑solving ability and hands‑on approach

  • Ability to thrive in a dynamic environment with flexibility and resilience

EDUCATION & EXPERIENCE

  • Bachelor’s degree

  • Minimum 3 years of relevant experience in customer service or customer‑facing administration

  • Experience in life sciences, healthcare, or clinical trials preferred

  • Knowledge of pharmaceutical processes, personalised medicine, and hospital environments is an advantage

  • Experience with complex IT systems or portals

  • Experience with data management and MS Office (Excel, PowerPoint) and invoicing systems

  • Fluency in English, Dutch, and French (written and spoken)