D06 - PROJECT MANAGEMENT / PROJECT MGMT - Specialist, Scheduling and Cell Logistics

Job Title: Specialist, Scheduling and Cell Logistics

Location: Seattle-Dexter, WA

Top Skills:

1. 1+ Year of customer service experience
2. Work experience in customer service, call center operations, patient services/navigator, account management, logistics, or supply chain preferred
3. Strong sense of ownership and accountability

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 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:

1. 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.
2. Position shift time is 8 am – 5 pm CDT.

Education and Experience:

1. Bachelor's degree or 3 years of work experience
2. Work experience in customer service, call center operations, patient services/navigator, account management, logistics, or supply chain preferred

Responsibilities:

1. Assist as a scheduling point of contact for apheresis centers, treatment sites, manufacturing sites, couriers, and other partners
2. Create and maintain patient schedules in coordination with apheresis centers, manufacturing sites, treatment sites, and third-party logistics
3. Monitor collection, delivery, transportation, and manufacturing activities
4. Troubleshoot and develop plans of action for issues throughout the patient journey
5. Interact with internal and external stakeholders over the phone and email
6. Ensure a positive end-to-end customer experience
7. Execute escalations and exception processes such as product returns, product replacements, and out of spec product
8. Input and maintain transactional data related to patient schedules within a scheduling system
9. Train treatment sites on patient scheduling processes as assigned
10. Document feedback from customers and partners as received
11. Create and maintain master data in account management system
12. Actively participate in tactical and other meetings as assigned
13. Facilitate daily operations activities and meetings including shift turnover on rotating basis
14. Provide real-time scheduling portal support to external users
15. Monitor and triage requests and issues within the case management system
16. Comply with applicable SOPs, work practices, and other documentation
17. Establish and maintain a trusted relationship with Client commercial matrix team, clinical partners, and treatment sites as assigned
18. Accountable for individual performance
19. Execute project tasks as assigned

Knowledge, Skills, and Abilities:

1. Highly self-motivated, self-aware, and professional
2. Able to work independently and in groups
3. Flexible in responding to quickly changing business needs
4. Exceptional customer service orientation
5. Skilled at managing tense situations and de-escalation
6. Eager to work with teams from other regions and cultures
7. Able to share workspace for independent and collaborative work
8. Strong sense of ownership and accountability