Specialist, AMER Site Accounts, Scheduling & Cell Logistics

Bristol Myers Squibb•Madison, WI

38d•Hybrid

About The Position

The Americas Site Account Specialist, Scheduling and Cell Logistics will be responsible for scheduling and monitoring patient treatment schedules for the manufacturing of BMS’s commercial autologous cellular immunotherapy products. They will serve as BMS cell therapy treatment center’s main point of contact for patient scheduling. The primary duty of the Site Account 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 development plan. Position is office-based in Giralda Farms, NJ with in-office attendance requiring a minimum of 50% of the time. 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 local. Overtime may occasionally be required as assigned. Holiday support is required as assigned. Travel is possible and will not exceed 10%. International travel will not exceed once per year.

Requirements

Bachelor’s degree required
3 + Work experience in customer service, call center operations, patient services/navigator, account management, logistics, or supply chain preferred
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

Responsibilities

Act as primary scheduling point of contact for assigned treatment sites
Create and maintain patient schedules in coordination with treatment sites and manufacturing sites
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 exception processes such as product returns, product replacements, and out of spec product
Input and maintain transactional data related to patient schedules within BMS’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
Lead meetings with commercial matrix teams
Raise escalations and execute as assigned
Track assigned account health and provide insights into trends
Comply with applicable SOPs, work practices, and other documentation
Establish and maintain a trusted relationship with BMS commercial matrix team and treatment sites as assigned
Accountable for individual performance
Execute project tasks as assigned
Execute working groups tasks as assigned

Benefits

Medical, pharmacy, dental, and vision care
BMS Well-Being Account, BMS Living Life Better, and Employee Assistance Programs (EAP)
401(k) plan
short- and long-term disability
life insurance
accident insurance
supplemental health insurance
business travel protection
personal liability protection
identity theft benefit
legal support
survivor support
flexible time off (unlimited, with manager approval)
11 paid national holidays
160 hours annual paid vacation for new hires with manager approval
3 optional holidays
unlimited paid sick time
up to 2 paid volunteer days per year
summer hours flexibility
leaves of absence for medical, personal, parental, caregiver, bereavement, and military needs
annual Global Shutdown between Christmas and New Years Day