About this role
At Bristol Myers Squibb, our employees often ask, “Who are you working for?”—a question that fuels collaboration, accountability, and urgency in our work. Our purpose-driven culture inspires us to discover, develop, and deliver innovative medicines to prevail over serious diseases. We offer uniquely interesting and meaningful work, opportunities for growth, and a supportive environment that values inclusion, wellbeing, flexibility, and comprehensive benefits.
This is work that transforms the lives of patients, and the careers of those who do it.
Position Summary
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 BMS cell therapy treatment center’s main point of contact for patient scheduling.
The primary duty of the Site Account Specialist, Scheduling and Cell Logistics is to execute day-to-day operations (>= 95% of time). Participation in projects and working groups is a growth opportunity as operations permit, considering performance and alignment with development plan.
Key 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 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
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
Key Qualifications and Experience
Position is office-based in Seattle, WA with in-office attendance requiring 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 shift time is 8am – 5 pm local.
Overtime may occasionally be required as assigned.
Holiday support is required as assigned.
Travel is possible and will not exceed 10%. International travel will not exceed once per year.
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
We hire for skills and capabilities, not just credentials – if this role excites you, but doesn’t perfectly match your resume, we encourage you to apply anyway.
Compensation Overview
Seattle - WA: $73,150 - $88,642