Scheduling and Cell Logistics Specialist in Seattle, WA

Location: Seattle-Dexter, Hybrid - At least 50% Onsite

Schedule: 11:00am - 9:00pm PST, Monday – Thursday

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.

Top Skills:

• Customer Service Experience
• Previous biopharma experience preferred
• Skilled in systems like SalesForce
• Transportation logistics experience
• Adaptability in ambiguous situations is desired

Description

• 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 growth opportunity as operations permit, considering performance and alignment with development plan.

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:

• Assist as a scheduling point of contact for apheresis centers, treatment sites, manufacturing sites, couriers, and other 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 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
• Monitor and triage requests and issues within the case management system
• Comply with applicable SOPs, work practices, and other documentation
• Establish and maintain a trusted relationship with Client commercial matrix team, clinical partners, and treatment sites as assigned
• Accountable for individual performance
• Execute project 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

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