Cell Therapy Case Manager

About Orca Bio

Employment Type: Regular, Full-Time Employee

More than one million people in the United States today are fighting blood cancer. While a traditional allogeneic stem cell transplant has been the best hope for many, the transplant itself can prove fatal or lead to serious conditions, such as graft vs. host disease. Orca Bio is a late-stage biotechnology company redefining the transplant process by developing next-generation cell therapies with the goal of providing significantly better survival rates with dramatically fewer risks. With our purified, high-precision investigational cell therapies we hope to not only replace patients' blood and immune systems with healthy ones, but also restore their lives.

Summary of Role

The Cell Therapy Case Manager is the central point of contact for treatment centers managing the case journey for patients receiving Orca-T. This includes receiving orders, verifying documentation, managing scheduling, coordinating cross-functional activities, and ensuring a seamless experience for both the treatment center and internal stakeholders. This is a foundational hire, where you will help to build the case management organization from the ground up, including the processes, SOPs, and tools that will define Orca Bio’s standard of excellence in institutional engagement. You will be a critical partner to transplant coordinators and serve as the primary case quarterback within Orca Bio’s ecosystem, aligning activities across Account Managers, Medical Science Liaisons, supply chain, and commercial operations. This role requires empathy, precision, and a proactive mindset to deliver an exceptional customer experience.

Responsibilities

Case Lifecyle Management

• Serve as the main point of contact for assigned transplant centers, managing end-to-end case activity from order intake through product infusion and follow up.
• Receive, review, and track all case orders and associated documentation in accordance with internal SOPs and regulatory requirements.
• Facilitate product scheduling considering patient treatment timelines, treatment center constraints, donor availability, apheresis center availability, and manufacturing capacity.
• Monitor and update case management software systems to ensure accurate real-time data capture and audit readiness.

Customer Communication & Relationship Management

• Proactively communicate case updates, schedule confirmations, and documentation needs to treatment centers.
• Build trusted relationships with transplant center staff, ensuring a responsive, clear, and reliable support experience.
• Escalate issues and delays as needed while maintaining a solutions-oriented approach.
• Partner with commercial account management as the first-in-line customer service function of Orca Bio, ensuring exemplary customer experience.

Cross-Functional Collaboration

• Coordinate with internal stakeholders (Logistics, Manufacturing, Commercial Operations, Medical Affairs, Account Management) to align on product logistics, compliance, and customer needs.
• Support field teams in center onboarding and activation efforts, including new site training on case flow and software tools.

Process Development & Continuous Improvement

• Contribute to the development and refinement of case management SOPs, communication templates, and escalation protocols.
• Identify opportunities to streamline workflows, reduce treatment center burden, and improve service efficiency.
• Assist in documenting best practices and onboarding materials for internal team growth.

Team & Operational Support

• Participate in team huddles, case review meetings, and ongoing training sessions.
• Support peer coverage for holidays, vacations, or spikes in case volume.
• Ensure service availability during Pacific Time business hours; may require shift flexibility during process exceptions impacting delivery of patient products.

Required Qualifications

• 3-5 years of experience in patient case coordination, transplant scheduling, specialty pha