Account Management - Operations Specialist, Scheduling and Cell Logistics
Summit, NJ, United States
At Client, we are inspired by a single vision - transforming patients' lives through science.
In oncology, hematology, immunology, and cardiovascular disease - and one of the most diverse and
promising pipelines in the industry - each of our passionate colleagues contribute to innovations that
drive meaningful change. We bring a human touch to every treatment we pioneer. Join us and make a
difference.
Cell Therapy is one of the most groundbreaking new forms of cancer treatments being studied today.
With therapies only in their infancy and Client's continued investment in our Cell Therapy capabilities, the
growth potential of this science, your career, and the ability to help patients are incredible.
The Position:
The Operations Specialist, Scheduling and Cell Logistics will be responsible for monitoring patient
treatment schedules for the manufacturing of Client's clinical and commercial autologous cellular
immunotherapy products. They will resolve real-time operational issues related to transportation,
manufacturing, distribution, and administration.
The primary duty of the Operations 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.
Position is office-based in Summit, Nj with in-office attendance is required at a 100% on-site capacity
Position shift time is 6:00am- 3:00pm local.
Overtime may occasionally be required as assigned.
Weekend and holiday on-call support is required as assigned.
Travel is possible and will not exceed 10%. International travel will not exceed once per
year.
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 initial and 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 over the phone and email
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 Client'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 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
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
Fluent reading, speaking, and writing skills required in English