The Specialist, Scheduling and Cell Logistics will be responsible for scheduling and monitoring patient treatment schedules for the manufacturing of BMS’s clinical and commercial autologous cellular immunotherapy products. They will serve as BMS cell therapy treatment center’s 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 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 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 shifts time are 7.30 am – 16.30 pm local or 9 am – 18 pm local.
• Overtime may occasionally be required as assigned.
• Weekend and holiday on-call support is required as assigned.
• Travel is possible and will not exceed 10%. International travel will not exceed once per year.

Education and Experience:

• 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

Responsibilities:

• Act as initial and primary 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 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
• 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
• Lead meetings with clinical and commercial matrix teams as assigned
• Comply with applicable SOPs, work practices, and other documentation
• Establish and maintain a trusted relationship with BMS 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

Knowledge, Skills, and Abilities:

• 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 and German, French, Spanish, or Italian