Job Location : Summit,NJ, USA
Job Title: Scheduling and Cell Logistics Specialist
Location: Summit, NJ 07901
50% Onsite
Duration: 12 months contract
Schedule: 7-4pm or 9-6pm depending on business needs
Top Skills:
- Pharma experience required
- Scheduling and logistics preferred
- Excellent communication and customer service skills
Job Description:
The 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 centers 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 growth opportunity as operations permit, considering performance and alignment with development plan.
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:
Bachelors degree OR 3 years of work experience
Work experience in customer service, call center operations, patient services/navigator, account management, logistics, or supply chain preferred
Responsibilities:
Assist as a scheduling point of contact for apheresis centers, treatment sites, manufacturing sites, couriers, and other partners
Create and maintain patient schedules in coordination with apheresis centers, manufacturing sites, treatment sites, and third-party logistics
Monitor collection, delivery, transportation, and manufacturing activities
Troubleshoot and develop plans of action for issues throughout the patient journey
Interact with internal and external stakeholders over the phone and email
Ensure a positive end-to-end customer experience
Execute escalations and exception processes such as product returns, product replacements, and out of spec product
Input and maintain transactional data related to patient schedules within client's scheduling system
Train treatment sites on patient scheduling processes as assigned
Document feedback from customers and partners as received
Create and maintain master data in account management system
Actively participate in tactical and other meetings as assigned
Facilitate daily operations activities and meetings including shift turnover on rotating basis
Provide real-time scheduling portal support to external users
Monitor and triage requests and issues within the case management system
Comply with applicable SOPs, work practices, and other documentation
Establish and maintain a trusted relationship with client's commercial matrix team, clinical partners, and treatment sites as assigned
Accountable for individual performance
Execute project tasks as assigned
Knowledge, Skills, and Abilities:
Highly self-motivated, self-aware, and professional
Able to work independently and in groups
Flexible in responding to quickly changing business needs
Exceptional customer service orientation
Skilled at managing tense situations and de-escalation
Eager to work with teams from other regions and cultures
Able to share workspace for independent and collaborative work
Strong sense of ownership and accountability