CELL THERAPY CASE MANAGER LEAD - Permanent Position - M/F

Job description

Who we are ?

Pierre Fabre is the 2nd largest dermo-cosmetics laboratory in the world, the 2nd largest private French pharmaceutical group and the market leader in France for products sold over the counter in pharmacies.

Its portfolio includes several medical franchises and international brands including Pierre Fabre Oncologie, Pierre Fabre Dermatologie, Eau Thermale Avène, Klorane, Ducray, René Furterer, A-Derma, Naturactive, Pierre Fabre Oral Care. 

Established in the Occitanie region since its creation, and manufacturing over 95% of its products in France, the Group employs some 10,000 people worldwide. Its products are distributed in about 130 countries. 86% of the Pierre Fabre Group is held by the Pierre Fabre Foundation, a government-recognized public-interest foundation, while a smaller share is owned by its employees via an employee stock ownership plan. 

In 2019, Ecocert Environment assessed the Group’s corporate social and environmental responsibility approach in accordance with the ISO 26000 sustainable development standard and awarded it the “Excellence” level.

Pierre Fabre is recognized as one of the "World's Best Employers 2021" by Forbes. Our group is ranked in the Top 3 in the cosmetics industry and in the Top 10 in the pharmaceutical industry worldwide. 

Your mission

In the context of launching EBVALLO, the first allogenic T-cell immunotherapy targeting EBV, for the treatment of EBV+ PTLD (Epstein Barr Virus Positive Post Transplant Lymphoproliferative Disease), the Corporate Cell Therapy Team is seeking a highly motivated and well-organized Cell Therapy Case Manager Lead.

This role is part of the corporate commercial team, led by the Global Lead of Cell Therapy.

MAIN RESPONSABILITIES

1/ Oversee the Go Cell Therapy Platform & Patient tracking tools

Be responsible of the Go Cell Therapy platform and patient follow up tools:

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Lead the upgrades/ evolution needed for the Go Cell Therapy platform and patient follow up tools, in collaboration with the IT department/ development, commercial and medical teams

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Lead the improvement of customer service procedures and protocols.

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Identify opportunities for enhancement in HCP communication and service delivery.

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Development and drive key performance indicators.

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Routinely update communication tools or platforms, e.g. monthly dashboards, reports, etc.

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Manage the planning of case management

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Be the main point of contact for the interactions with the lot selection team, regarding overall process & collaboration

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Lead/participate in regular meetings with internal teams to discuss status of product inquiries/orders.

2/ Serve as central point of contact to manage and process individual patient requests:

Oversight of product journey from contact request & creation of HCP account on the Go Cell Therapy Platform through completion of a treatment request. Managing cases for all requests originating from worldwide regions, excluding US territory.

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Support HCP for their training and access to platform, in close collaboration with the field teams in the countries

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Be responsible for verifying the type of requests and creating the accounts necessary for the hospital to request the product (Physician, Pharmacist, Cell Therapy team, Nurses

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Verify information entered by HCP in the platform for patient requests, and support them to ensure all necessary information are correctly populated to ensure a fast selection process

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Be the main point of contact for lot selection team for individual patient lot selections

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Work closely with HCP, Supply Chain team and patient journey managers, medical & commercial teams to ensure a smooth process for institutions.

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Inform and stay in contact with HCPs to answer questions and needs

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Answer all inbound calls from HCP and depending on the call, triage the call appropriately to medical, commercial, supply teams to resolve issues effectively.

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Respond to HCP concerns, complaints, or inquiries promptly and professionally.

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Receive and record any adverse events or product complaints per internal policies.

MAIN INTERACTIONS

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External stakeholders:

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With HCPs and other local stakeholders of key accounts (medical teams, pharmacists, nurses)

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CRO for Early access Patients

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Developers & agency supporting the development and maintenance of the platform

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Pierre Fabre stakeholders at HQ level:

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With the other Cell Therapy team members (medical, commercial, operations)

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With the IT department

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Pierre Fabre stakeholders at affiliate level:

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With Cell Therapy MCL (Medical Cluster Lead)

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With Cell Therapy CTL/ CTS (Leads /Specialists) in Europe

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Other Medical/ Commercial team members working on patient requests at local level

Who you are ?

Your have a minimum of a Master's degree is required or equivalent combination of education/experience in science or health-related field required.

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Experience of managing complex projects with various stakeholders

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Experience of related biopharmaceutical work experience.

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Fluent in English

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Preferred experience in communicating with health care professionals.

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Proficiency with Microsoft Office applications and ability to extract data quickly and efficiently.

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Exceptional organizational and time management skills; ability to multi-task in fast paced environments; ability to structure and prioritize.

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Demonstrates strong communication skills (e.g. clear and concise), and interpersonal skills including written and verbal communication and presentation.

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Ability to work independently and in a cross-functional team environment.

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Ability to problem solve, lead with courage, and directly address issues.

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Familiarity with medical terminology and procedures, particularly in cellular therapy, immunology, transplant and/or hematologic malignancies

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Interest in IT projects (set up or continuous improvement)

Compensation Package:

You will benefit from a comprehensive and attractive compensation package: 13th month salary, bonus, profit-sharing, employee stock ownership with matching contributions, health insurance, provident scheme, 16 days of RTT (reduction of working time), time savings account, works council.

This position offers the possibility of teleworking up to two days per week.

We are convinced that diversity is a source of fulfillment, social balance and complementarity for our employees, which is why our offers are open to all, without restriction.