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Account Management

2 months ago

Seattle, United States Omni Inclusive Full time

we are inspired by a single vision - transforming patients' lives through science.
In oncology, hematology, immunology, and cardiovascular disease - and one of the most diverse and promising pipelines in the industry - each of our passionate colleagues contribute to innovations that drive meaningful change. We bring a human touch to every treatment we pioneer. Join us and make a difference.
Cell Therapy is one of the most groundbreaking new forms of cancer treatments being studied today. With therapies only in their infancy and Client's continued investment in our Cell Therapy capabilities, the growth potential of this science, your career, and the ability to help patients are incredible.

The Position:
The Operations Specialist, Scheduling and Cell Logistics will be responsible for monitoring patient
treatment schedules for the manufacturing of Client's clinical and commercial autologous cellular
immunotherapy products. They will resolve real-time operational issues related to transportation,
manufacturing, distribution, and administration.
The primary duty of the Operations 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.
• Position is office-based in Seattle-Dexter with in-office attendance is required at a 100% on-site capacity
• Position shift time is 1pm- 11pm local time.
• Overtime may occasionally be required as assigned.
• Weekend and holiday on-call support is required as assigned.
• Travel is possible and will not exceed 10%. International travel will not exceed once per
year.

Education and Experience:
• 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

Responsibilities:
• Act as initial and primary scheduling point of contact for apheresis centers,
manufacturing sites, couriers, and other logistics 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 facilitate product returns and product replacements
• Input and maintain transactional data related to patient schedules within Client's
scheduling system
• Document feedback from customers and partners as received
• 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
• Provide on-call and holiday support as assigned
• Comply with applicable SOPs, work practices, and other documentation
• Accountable for individual performance
• Execute project tasks as assigned
• Execute working groups 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
• Fluent reading, speaking, and writing skills required in English