Job Description

Job Title: Operations Specialist, Scheduling and Cell Logistics

Duration: 12 Months

Location: Summit, NJ (Hybrid – Tues, Wed, Thursday on-site)

Work Schedule: 40 hours a week

Must Have List

1. Bachelor’s Degree
2. Customer Service/Call Center Experience
3. Detail oriented
4. Exceptional communication skills both written and verbal
5. Experience following SOPs and WIs
6. Project Management and Biopharma experience (a plus)

This is a very structured environment that is very SOP driven. Reading comprehension is extremely important, and candidates must be able to follow strict, step-by-step directions.

Purpose and Scope of the Position

Overview:

The 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 Summit, 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 8am – 5pm 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.

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 Client’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 Client commercial matrix team and treatment sites as assigned
• Accountable for individual performance
• Execute project tasks as assigned
• Execute working groups tasks as assigned

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

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

Working Conditions:

Office environment

Physical Demands:

Sitting for periods of time

Additional Information

Personal Attributes:

• Proactive and results-oriented mindset
• Ability to work independently and as part of a team
• Strong organizational and time management skills
• Commitment to continuous improvement and professional development

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