Scheduling and Cell Logistics Specialist in Seattle, WA

Job Title: Specialist, Scheduling and Cell Logistics

Location: Seattle-Dexter, WA
Position is Hybrid 50% 

Position shift time is 8am – 5 pm 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

Top Skills:

• 1+ Year of customer service experience
• Work experience in customer service, call center operations, patient services/navigator, account management, logistics, or supply chain preferred
• Strong sense of ownership and accountability

Site Account Specialist, Scheduling and Cell Logistics

The Position:

• 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 Seattle, WA with in-office attendance requiring a minimum of 50% of the time. 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.

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 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

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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