Orca

Therapist

• 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.
• Lead and build Orca Bio’s case management function supporting Orca-T, overseeing a team of Cell Therapy Case Managers and ensuring efficient, accurate, and empathetic case coordination across treatment centers.

Case Management Lead, Cell Therapy