Associate Case Manager

Job title: Associate Case Manager

About the Role

Based in Diegem, 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. You coordinate patient journeys from enrolment to case completion, while delivering an exceptional customer experience to healthcare providers and internal Kite-Gilead stakeholders involved in the journey.

What You'll Do

• Case management: Support and coordinate the complete patient journey from apheresis through final product delivery, infusion, and post-infusion activities.
• Act as a primary point of contact for Qualified Treatment Centers (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-cell therapy, 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.
• Business Support responsibilities: Provide general operational and administrative support to the Cell Therapy Business Unit and cross-functional teams; support planning of internal meetings, conferences, and congresses; manage inventories of promotional and business materials; support contracting activities; assist with marketing materials; support monthly commercial OPEX tracking and updates; assist with compliance approval processes and system uploads.

What We're Looking For

• 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).
• Strong patient-centric mindset and focus on optimizing the patient journey.
• 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.

Nice to Have

• Experience with Kite digital platforms (Kite Konnect) is a plus.
• Experience working in hospital environments is an advantage.
• Experience with contracting activities or vendor coordination is a plus.