Specialist

Job Description:

The Clinical Specialist, Scheduling and Cell Logistics will be responsible for scheduling and monitoring patient treatment schedules for the manufacturing of Clients clinical autologous cellular immunotherapy products.

They will serve as Client cell therapy treatment centers main point of contact for patient scheduling and will resolve real-time operational issues related to transportation, manufacturing, distribution, and administration.

The primary duty of the Clinical 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 West, NJ with in-office attendance is required a minimum of 50% 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 9am 6pm local.

Overtime may occasionally be required as assigned.

Vacation support is required as assigned.

Act as primary scheduling point of contact for clinical trials and healthy donor program as assigned

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 Clients 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 clinical matrix teams as assigned

Raise escalations and execute as assigned

Comply with applicable SOPs, work practices, and other documentation

Establish and maintain a trusted relationship with clinical internal Client partners

Accountable for individual performance

Execute project tasks as assigned

Execute working groups tasks as assigned

Qualifications:

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

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

PAY RATE: 36.20/HR