Site Account Specialist, Scheduling and Cell Logistics

• 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 company 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 company commercial matrix team, clinical partners, and treatment sites as assigned.
• Accountable for individual performance.
• Execute project tasks as assigned.

• 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.

• Bachelors 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.

Last updated on Nov 16, 2023