Job Title : Operations Specialist - Scheduling and Cell Logistics
Location : Seattle, WA
- Hybrid, Onsite Tues-Thurs Required
Schedule : 9 : 00am - 6 : 00pm PST
Top Skills :
Work experience in customer service, call center operations, patient services / navigator,account management, logistics, or supply chain preferred
Salesforce Experience PreferredStrong Problem SolverExperience working cross-functionallyThe Position :
The Operations Specialist, Scheduling and Cell Logistics will be responsible for monitoring patient
treatment schedules for the manufacturing of the company'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 Seattle, WA with in-office attendance required a minimumof 60% 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 9 : 00am- 6 : 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 peryear.
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 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 activitiesTroubleshoot 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 escalations and facilitate product returns and product replacementsInput and maintain transactional data related to patient schedules within Client'sscheduling system
Document feedback from customers and partners as receivedActively participate in tactical and other meetings as assignedFacilitate daily operations activities and meetings including shift turnover on rotatingbasis
Provide real-time scheduling portal support to external usersMonitor and triage requests and issues within the case management systemProvide on-call and holiday support as assignedComply with applicable SOPs, work practices, and other documentationAccountable 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 English
