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Context of the role

CAR-T is an innovative class of treatment. Autologous CAR-T cells are made from a patient’s own cells, implying a complete redefinition of supply chain and commercial operations, as well as a close collaboration with hospitals. While clinical differentiation will remain essential, the user experience and service provision play a big role in the choice of a treatment.

Johnson & Johnson’s objective for CAR-T is to deliver best-in class customer experience through the CAR-T Go-To-Market (GTM) Model to delight our stakeholders and differentiate from competitors. Due to the nature of CAR-T and the necessity to create a different kind of relationships with hospitals, new roles are required to deliver CAR-T.

Role description

Overall purpose of the role

• 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

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.

Main activities / tasks

• 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 (CZ or SK) 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

Experience

• 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