Net2Source - Summit, NJ
posted 26 days ago
Full-time - Entry Level
Remote - Summit, NJ
5,001-10,000 employees
Administrative and Support Services
About the position
The Site Account Specialist, Scheduling and Cell Logistics is responsible for managing patient treatment schedules for the manufacturing of autologous cellular immunotherapy products. This role serves as the main point of contact for patient scheduling at treatment centers, ensuring efficient operations and a positive customer experience. The position requires a significant amount of office-based work, with a hybrid model allowing for some remote work, and involves collaboration with various stakeholders to troubleshoot and optimize patient scheduling processes.
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 client's 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 and treatment sites as assigned
- Accountable for individual performance
- Execute project tasks as assigned
- Execute working groups tasks as assigned
Requirements
- 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
- 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
Benefits
- Hybrid work environment
- Competitive pay rate of $39.90/hr
- Opportunity for professional development
- Inclusive company culture
- Supportive work environment
