Oncology Case Manager - Kaiser

Position Summary

The Oncology Case Manager (Kaiser Accounts) serves as the primary point of contact between Kaiser Permanente physicians, pathology teams, and internal Caris stakeholders.

This role is responsible for managing account relationships, facilitating timely communication, supporting case management activities, coordinating physician onboarding, and ensuring an exceptional customer experience.

The Oncology Case Manager develops and maintains strong relationships with oncology and pathology partners while driving utilization of Caris molecular profiling solutions through proactive account engagement, issue resolution, and operational support.

This position requires a high level of accountability, attention to detail, customer focus, and the ability to work effectively in a fast‑paced environment while managing multiple priorities.

• Job Responsibilities
• Serve as the primary liaison between Kaiser physicians, pathology staff, and internal Caris teams to ensure timely and accurate communication regarding cases, testing, and account‑related inquiries.
• Respond promptly to customer requests, inquiries, and concerns while maintaining a high level of customer service and professionalism.
• Develop and maintain strong relationships with oncology and pathology stakeholders through regular virtual and in‑person interactions to support account growth and testing utilization.
• Coordinate and communicate case status updates, including active case tracking, delay notifications, and resolution of outstanding issues.
• Review case information, signed‑out reports, discrepancy reports, and other clinical documentation to identify and resolve data integrity concerns.
• Monitor designated testing and biomarker reports to ensure appropriate case completion and follow‑up.
• Collaborate with internal teams to elevate, troubleshoot, and resolve customer concerns that impact service delivery or customer satisfaction.
• Support physician onboarding activities, including processing new ordering physician requests, coordinating account setup, and facilitating access to Caris platforms and resources.
• Maintain accurate physician, pathology, and account contact information across Salesforce, Microsoft Teams, and other company systems.
• Request and manage customer portal access and support user account maintenance activities.
• Execute onboarding workflows, first‑time order processes, and introductory communication programs for new physician users.
• Maintain workflow adherence from order receipt through post‑report delivery and collaborate with cross‑functional teams to support operational excellence.
• Assist physicians and account stakeholders with questions related to Caris products, services, reports, and molecular profiling solutions in accordance with company policies and procedures.
• Develop and maintain working knowledge of Caris products, technology platforms, reimbursement processes, billing practices, and molecular testing services.
• Ensure timely completion of required reports, documentation, expense submissions, and administrative responsibilities.
• Support customer meetings, educational programs, conferences, and trade shows as needed.
• Maintain assigned company equipment and assets in accordance with company policies.
• Meet or exceed established performance goals and account management objectives.
• Required Qualifications
• Bachelor’s degree required.
• Minimum three (3) years of account management, customer‑facing, healthcare support, or related experience.
• Experience working directly with physicians, clinical staff, pathology teams, or healthcare customers preferred within a healthcare environment.
• Demonstrated ability to build and maintain professional relationships with customers and cross‑functional stakeholders.
• Strong organizational, analytical, and problem‑solving skills with the ability to manage multiple priorities simultaneously.
• Proven ability to work independently, exercise sound judgment, and maintain accountability for assigned territory and customer relationships.
• Excellent verbal and written communication skills.
• Experience reviewing reports, auditing data, and maintaining accurate records.
• Ability to handle sensitive and confidential information, including Protected Health Information (PHI), in accordance with applicable regulations and company policies.
• Proficient in Microsoft Office Suite, specifically Word, Excel, Outlook, Power Point, Teams, and general working knowledge of Internet for business use.
• Experience using CRM systems such as Salesforce or similar platforms.
• Valid driver’s license and reliable transportation.
• Preferred Qualifications
• Experience supporting oncology, pathology, molecular diagnostics, laboratory services, or related healthcare specialties.
• Knowledge of molecular profiling, precision medicine, oncology workflows, or diagnostic testing processes.
• Experience with Salesforce administration, reporting, or customer account management tools.
• Experience working in a customer success, healthcare operations, clinical support, or account management environment.
• Familiarity with physician onboarding processes and healthcare account implementation activities.
• Physical Demands
• Ability to sit, stand, and work at a computer for extended periods of time.
• Ability to communicate effectively in person, by telephone, and through electronic communications.
• Ability to occasionally lift and carry routine office materials and equipment.
• Ability to travel to customer locations, meetings, and company events as required.
• Training
• All job specific, safety, compliance, privacy, and security training are assigned based on the job functions associated with this position.
• Other
• This position requires periodic travel, including customer visits, company meetings, conferences, and other business‑related events.
• At times, this position may require work outside of standard business hours, including evenings, weekends, and holidays, to support business needs.
• Annual Hiring Range
• $90,000 - $110,000

Actual compensation offer to candidate may vary from posted hiring range based upon geographic location, work experience, education, and/or skill level.

The pay ratio between base pay and target incentive (if applicable) will be finalized at offer.

Conditions of Employment

Individual must successfully complete pre‑employment process, which includes criminal background check, drug screening, credit check (applicable for certain positions) and reference verification.

This job description reflects management’s assignment of essential functions.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Caris Life Sciences is an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

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