Specialist, AMER Site Accounts, Scheduling & Cell Logistics

About the role

The Americas Site Account Specialist, Scheduling and Cell Logistics will be responsible for scheduling and monitoring patient treatment schedules for the manufacturing of BMS's commercial autologous cellular immunotherapy products. They will serve as the main point of contact for patient scheduling for BMS cell therapy treatment centers.

Responsibilities

• 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 BMS’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
• 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 BMS commercial matrix team and treatment sites as assigned
• Accountable for individual performance
• Execute project tasks as assigned
• Execute working groups tasks as assigned

Qualifications and Experience

• Bachelor’s degree required
• 3+ years of 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