Patient Scheduler

Job Title: Specialist, Scheduling and Cell Logistics

Location: Seattle-Dexter, WA

Duration: 12 months

Position shift time is 8 am 5 pm PST.

Top Skills:

Work experience in customer service, call center operations, patient services/navigator, account management, logistics, or supply chain preferred

Strong sense of ownership and accountability

The Americas 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 centers 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 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.

Holiday support is required as assigned.

Education and Experience:

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.

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 a 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, clinical partners, 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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