Operations Specialist
7 days ago
About the Role:
The Operations Specialist - Scheduling and Cell Logistics will play a critical role in ensuring the smooth execution of patient treatment schedules for the manufacturing of Omni Inclusive's clinical and commercial autologous cellular immunotherapy products.
Key Responsibilities:
- Monitor patient treatment schedules and resolve real-time operational issues related to transportation, manufacturing, distribution, and administration.
- Act as the 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 to 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 Omni Inclusive'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 a 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.
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.
- Fluent reading, speaking, and writing skills required in English.
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