Job Title: Specialist, Scheduling and Cell Logistics
Location: Seattle-Dexter, WA
Top Skills:
1+ Year of customer service experienceWork experience in customer service, call center operations, patient services/navigator, account management, logistics, or supply chain preferredStrong sense of ownership and accountabilityThe Specialist, Scheduling and Cell Logistics will be responsible for scheduling and monitoring patient treatment schedules for the manufacturing of clinical and commercial autologous cellular immunotherapy products. They will serve as the cell therapy treatment center's point of contact for patient scheduling and will resolve real-time operational issues related to transportation, manufacturing, distribution, and administration.
The primary duty of the Specialist, Scheduling and Cell Logistics is to execute day-to-day operations (>= 95% of time). Participation in projects and working groups is a growth opportunity as operations permit, considering performance and alignment with the development plan.
Work Environment:
Remote work must be performed at home with consistent office setup and internet access, as extensive work at computers and phones is essential to job function.Position shift time is 8 am – 5 pm CDT.Education and Experience:
Bachelor's degree or 3 years of work experienceWork experience in customer service, call center operations, patient services/navigator, account management, logistics, or supply chain preferredResponsibilities:
Assist as a scheduling point of contact for apheresis centers, treatment sites, manufacturing sites, couriers, and other partnersCreate and maintain patient schedules in coordination with apheresis centers, manufacturing sites, treatment sites, and third-party logisticsMonitor collection, delivery, transportation, and manufacturing activitiesTroubleshoot and develop plans of action for issues throughout the patient journeyInteract with internal and external stakeholders over the phone and emailEnsure a positive end-to-end customer experienceExecute escalations and exception processes such as product returns, product replacements, and out of spec productInput and maintain transactional data related to patient schedules within a scheduling systemTrain treatment sites on patient scheduling processes as assignedDocument feedback from customers and partners as receivedCreate and maintain master data in account management systemActively participate in tactical and other meetings as assignedFacilitate daily operations activities and meetings including shift turnover on rotating basisProvide real-time scheduling portal support to external usersMonitor and triage requests and issues within the case management systemComply with applicable SOPs, work practices, and other documentationEstablish and maintain a trusted relationship with Client commercial matrix team, clinical partners, and treatment sites as assignedAccountable for individual performanceExecute project tasks as assignedKnowledge, Skills, and Abilities:
Highly self-motivated, self-aware, and professionalAble to work independently and in groupsFlexible in responding to quickly changing business needsExceptional customer service orientationSkilled at managing tense situations and de-escalationEager to work with teams from other regions and culturesAble to share workspace for independent and collaborative workStrong sense of ownership and accountability#J-18808-Ljbffr
