Patient Support Supervisor, CAR-T - Horsham, PA
Hybrid · Horsham, Pennsylvania, United States
Job Summary
Patient Support Supervisor (CAR-T) in Horsham, PA, leading a team to deliver best-in-class patient support for eligible CAR-T patients and care partners. Responsibilities include supervising patient support specialists, coordinating travel logistics with a third-party partner, assisting with reimbursement processes, maintaining treatment center relationships, conducting annual treatment center reviews, coaching and developing staff, auditing calls and interactions for quality and compliance, and generating insights to improve the program. Strong emphasis on empathy, program governance, SOP alignment, cross-functional collaboration, and delivering a seamless patient journey within a highly visible role.
Required Qualifications
- Associate Degree or equivalent higher education required
- Bachelor of Science or Bachelor of Arts degree preferred
- Minimum of 3 years of relevant experience required
- Experience in pharmaceutical, biotech, or relevant customer experience preferred
- Excellent case management and ability to maintain records in accordance with the program design and compliance standards
- Strong organizational skills with prioritization, multi-tasking, and adaptability
- Ability to align daily operations to SOPs for compliance and oversight
- Lead and support call center quality assurance through regular call monitoring, case audits, and coaching
- Ability to learn and work within Salesforce and CRM platforms
- Generate and report patient, care partner, and treatment center insights
- Collaborate in a mostly virtual team environment
- Problem-solving and ability to navigate ambiguous situations
- Excellent oral and written communication with patient empathy
- Bilingual capabilities preferred
- Accountability and proactive patient care across the journey
- Professional phone and interpersonal skills, adapting to customer needs
- Experience in case management or quality assurance desirable
- Ability to work 8.5-hour rotational shifts (8:00 AM–8:00 PM, Mon–Fri)
- Equal Opportunity Employer statement
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