Job Title: Specialist, Scheduling and Cell LogisticsLocation: Seattle, WA ** Hybrid
TOP SKILLS:
QA ExperienceCell Therapy/Pharma ExperienceTavlo/Excel/Salesforce Applications ExperienceExperience speaking with customers on the phoneThe Clinical Specialist, Scheduling and Cell Logistics will be responsible for scheduling and monitoring patient treatment schedules for the manufacturing of Client's clinical autologous cellular immunotherapy products. They will serve as Client cell therapy treatment center's main 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 Clinical 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.
Position is office-based in Seattle, WA with in-office attendance required a minimum of 50% of the time. Remote work must be performed at home with a consistent office setup and internet access, as extensive work at computers and phones is essential to job function. Position shift time is 8 am - 5 pm local. Overtime may occasionally be required as assigned. Holiday support is required as assigned.
Education and Experience:
Bachelor's degree or 3 years of work experienceWork experience in customer service, call center operations, patient services/navigator, account management, logistics, or supply chain preferredResponsibilities:
Act as primary scheduling point of contact for clinical trials and healthy donor program as assignedCreate and maintain patient schedules in coordination with treatment sites and manufacturing sitesTroubleshoot and develop plans of action for issues throughout the patient journeyInteract with internal and external stakeholders over the phone and emailEnsure a positive end-to-end customer experienceExecute exception processes such as product returns, product replacements, and out of spec productInput and maintain transactional data related to patient schedules within Client's scheduling systemTrain treatment sites on patient scheduling processes as assignedDocument feedback from customers and partners as receivedCreate and maintain master data in account management systemActively participate in tactical and other meetings as assignedFacilitate daily operations activities and meetings including shift turnover on a rotating basisProvide real-time scheduling portal support to external usersLead meetings with clinical matrix teams as assignedRaise escalations and execute as assignedComply with applicable SOPs, work practices, and other documentationEstablish and maintain a trusted relationship with clinical internal Client partnersAccountable for individual performanceExecute project tasks as assignedExecute working groups tasks as assignedKnowledge, Skills, and Abilities:
Highly self-motivated, self-aware, and professionalAble to work independently and in groupsFlexible in responding to quickly changing business needsExceptional customer service orientationSkilled at managing tense situations and de-escalationEager to work with teams from other regions and culturesAble to share workspace for independent and collaborative workStrong sense of ownership and accountabilityFluent reading, speaking, and writing skills required in EnglishInterview Process:
Phone Screen2 separate 45 min panel interviews via Teams#J-18808-Ljbffr
