Specialist, Scheduling and Cell Logistics

Global Staffing & Talent Solutions•Seattle, WA

11h•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 Client's commercial autologous cellular immunotherapy products. They will serve as Client 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 Seattle, WA with in-office attendance requiring a minimum of 60% 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. Holiday support is required as assigned.

Requirements

Bachelor's 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.
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 a 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 Client commercial matrix team, clinical partners, and treatment sites as assigned
Accountable for individual performance
Execute project tasks as assigned
Execute working groups tasks as assigned