D06 - PROJECT MANAGEMENT / PROJECT MGMT - Specialist, Scheduling and Cell Logistics

ECLARO is a company delivering life-changing healthcare solutions, and they are seeking a Specialist in Scheduling and Cell Logistics for their client in Seattle, WA. The role involves scheduling and monitoring patient treatment schedules for the manufacturing of clinical and commercial autologous cellular immunotherapy products, serving as the point of contact for patient scheduling, and resolving operational issues related to transportation, manufacturing, and distribution.

Responsibilities:

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

Requirements:

• Bachelor's degree or 3 years of work experience
• 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
• Work experience in customer service, call center operations, patient services/navigator, account management, logistics, or supply chain preferred