Account Specialist, Scheduling and Cell Logistics- Pharma (Hybrid- Seattle, WA)

About the role

We are seeking an Account Specialist, Scheduling and Cell Logistics for a global pharmaceutical client. The role involves scheduling and monitoring patient treatment schedules for the manufacturing of commercial autologous cellular immunotherapy products and serving as the main point of contact for patient scheduling at cell therapy treatment centers. Primary duties include executing day-to-day operations (≥95% of time), with opportunities to participate in projects and working groups based on performance and development alignment. This is a W2 role through Stage 4 Solutions.

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 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

Requirements

• Must have 0-3 years of work experience in customer service, call center operations, patient services/navigator, account management, logistics, or supply chain.
• Experience in customer relationship management and customer service
• Experience in schedule coordination and logistics management
• Experience in cross-functional communication and stakeholder management
• Attention to detail and ability to manage transactional data accurately
• Bachelor's degree or 3 years of work experience

Benefits