Specialist, APAC Site Accounts, Scheduling & Cell Logistics at Bristol Myers Squibb in Otemachi-JP

Job description

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. The Specialist, APAC Site Accounts, Scheduling & 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 Specialist, APAC Site Accounts, Scheduling & 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. The position is office-based with in-office attendance and a minimum of 50% of the time is required. 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. Core times of (1) 8:00~13:00 or (2) 13:00~18:00 are required for customer call handling. Work shifts for the core times are assigned weekly. Overtime may occasionally be required as assigned. A few days of work on weekends and holidays, including company closures, is required annually. Substitute holidays must be taken within 4 weeks (if not possible, within 60 days). 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 primary scheduling point of contact for assigned treatment sites Interact with internal and external stakeholders over the phone and email Ensure a positive end-to-end customer experience Create and maintain patient schedules in coordination with treatment sites and manufacturing sites Input and maintain transactional data related to patient schedules within BMS’s scheduling system Troubleshoot and develop plans of action for issues throughout the patient journey Execute exception processes such as product returns, product replacements, and out of spec product Train treatment sites on patient scheduling processes as assigned Provide real-time scheduling portal support to external users Document feedback from customers and partners as received Create and maintain master data in account management system as assigned Actively participate in tactical and other meetings as assigned 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 Execute project tasks as assigned Execute working groups tasks as assigned Knowledge, Skills, and Abilities: Highly self-motivated, self-aware, and professional Ability to work independently and in groups Flexible in responding to quickly changing business needs Exceptional customer service / patient orientation Skilled at managing tense situations and de-escalate 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 Skilled in planning and organizing information Strong communication (written and verbal) and presentation s