EMEA Cell Therapy Case Manager

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at

Job Function
Medical Affairs Group

Job Sub Function
Medical Affairs

Job Category
Scientific/Technology

All Job Posting Locations:
Wien, Austria

Job Description
About Innovative Medicine
Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow.

Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way.

Learn more at

We are searching for the best talent for an EMEA Cell Therapy Case Manager based in Wien, Austria.
Purpose:
The Cell
Therapy Coordinator (CTC)
is an EMEA role dedicated to CAR-T operations at a local or cluster level and contributing to delivering a best-in-class customer experience. EMEA CTCs are closely connected together in a functional network.

• To make the link between commercial operations, medical affairs, Supply Chain and CAR-T sites
• To support certified CAR-T sites on a patient-level, acting as the main point of contact for the cell therapy nurse coordinator and other relevant stakeholders (apheresis team, pharmacist, physician etc)
• To facilitate the patient and the cell journey and provide support to the different stakeholders throughout it
• To provide day to day support and individual case management support to ensure smooth service delivery and facilitate cell logistics
• To support the onboarding of the treatment site and relevant stakeholders on the order management IT platform
• To address special situations by routing to appropriate J&J stakeholders and coordinating with them to reach the desired solution

You Will Be Responsible For

• Local and regional CAR-T team membership and collaboration
• Support one or more Operating Company as primary CTC
• Act as a local CAR-T expert on CAR-T operations and logistics
• Direct any special situations to relevant local and regional stakeholders and provide status updates
• Contribute to the regional CTC team by sharing local experiences and best practices
• Support to treatment centres for case management
• Collaborate with the local team to support the onboarding of the treatment site on the case management IT platforms, ensuring the right stakeholders get the right information
• Collaborate with site stakeholders, especially nurse coordinator, apheresis team and pharmacist to coordinate all CAR-T related operations including the delivery and receipt of the final manufactured product
• Support patient enrolment by verifying completeness of information through the case management platform
• Assist the process from ordering, cell processing, cell transportation and delivery
• Collaborate with internal stakeholders to solve issues in ordering or manufacturing according to company policies
• Support rescheduling and cancellations when needed
• Proactively communicate with sites, leveraging the internal IT platform, and address sites' queries
• Ensure coordination with back up CTC in case of absence
• Enable synchronisation of patient and cell journey
• Proactively check and facilitate order processing by collaborating with J&J stakeholders (Supply Chain, Customer Service, CTAL…)
• Coordinate cell pickup and delivery in collaboration with vein-to-vein and based on site preferences
• Oversee the cells status location and timelines and communicate frequently on any changes or delays
• Ensure positive customer experience
• Collect and communicate issues / requests received from customers, coordinate triaging and resolution of issues related to day-to-day site operations, IT platform, patient journey or others
• Along with the CTAL, serve as point of contact for site for any logistics or operational issues and bring in additional resources until issue is resolved
• Ensure operational performance and fulfilment of obligations
• Understand key supply chain processes, such as SC planning, delivery and enablement
• Confirm labelling and documentation requirements
• Coordinate with the CTAL and CAR-T EMEA COE to communicate site demands regarding manufacturing slot availability
• Liaise with local MAF to ensure right information and support is provided for adverse event reporting
• Provide insights to local team and regional teams into CAR-T operations to enable continuous improvement initiatives to cell collection and processing process
• Timely report any issues to the appropriate stakeholders and routes (e.g. system bugs, Product Quality Complaints or Escalations)

Accountabilities

• Be up to date with technical and compliance-related training on CAR-T and myeloma

• Act in full compliance with relevant local and regional regulations and SOPs, in particular:

• Data privacy

• HCBI / promotional rules
• ATMP regulations
• Quality
• Company SOPs

• Pharmacovigilance

• Be ready to support any audit or inspection from local health authorities

• Support patient treatment by providing guidance and coordination with J&J operations, verifying completeness and documentation of information, and addressing any unusual request by routing to local or regional stakeholders as needed
• Strong collaboration with local Cell Therapy Account Lead (CTAL)
• Update internal case management platform with the latest case information and share reports with internal stakeholders when needed
• Collaborate with:
• local medical, commercial, customer service, quality, finance teams
• local legal and healthcare compliance
• EMEA Centre of Excellence, supply chain, quality, cell therapy commercial operations
• Support to hospital sites:
• Primary contact: Nurse coordinator, apheresis & cell lab team, pharmacist
• Secondary contacts: CAR-T physician, CAR-T team, IT, hospital manager

Job location
Can be home or office-based in EMEA, preferably in a supported country with established CAR-T commercial operations.

The role can involve up to 10% domestic travel.

Requirements

• Proficiency with IT systems
• English proficiency
• Fluency in local language(s)

Knowledge & Skills

• E2E thinking and business acumen
• Service and process orientation
• Communication skills
• Ability to navigate complex settings that involve multiple stakeholders
• Ownership mindset – ability to act to "make things happen", operate within agreed frame, and navigate J&J to influence decision makers
• Detail-oriented in managing process
• Understanding of data privacy and pharma compliance rules
• Awareness of, and adherence to, Johnson & Johnson Credo values, policies and SOPs
• Proven ability to establish and cultivate key relationships
• Proven ability to manage complex settings that involve multiple stakeholders and the ability to interact with medical and administrative officials

Qualifications / Requirements

• Masters or Bachelor's degree (medical or scientific discipline).
• 3-5 years of prior experience in customer facing role, ideally in a hospital (e.g., patient care coordination) or working with hospitals (e.g. customer service or local trial management)
• Experience working with multiple internal stakeholders
• Experience working in a transplant unit is a plus
• Cell therapy experience is a plus
• Supply chain experience is a plus

Required Skills
Preferred Skills:
Analytical Reasoning, Clinical Research and Regulations, Clinical Trials Operations, Coaching, Collaborating, Communication, Critical Thinking, Data Analysis, Data Savvy, Digital Culture, Digital Literacy, Healthcare Trends, Medical Affairs, Medical Communications, Medical Compliance, Product Development Lifecycle, Report Writing, Stakeholder Engagement, Technologically Savvy