Specialist, Cell Therapy 360 Account Specialist

At Bristol Myers Squibb, we are inspired by a single vision – transforming patients’ lives through science. In oncology, hematology, immunology and cardiovascular disease – and one of the most diverse and promising pipelines in the industry – each of our passionate colleagues contribute to innovations that drive meaningful change. We bring a human touch to every treatment we pioneer. Join us and make a difference.

The Position:

The Cell Therapy 360 Account Specialist will be the BMS clinical trial sites main point of contact for patient scheduling of autologous immunotherapy products, providing real-time operational support throughout the treatment process, and assisting with the Cell Therapy 360 Commercial Scheduling Portal.

Must be willing to work in-office during core business hours (8-5pm), depending on time zones. Must be willing to work a rotating on-call schedule

Responsibilities:

• Act as the primary point of contact for an assigned group of BMS clinical trials
• Provide dedicated, personalized support delivered over the phone and via email
• Ensure a positive end to end customer experience for BMS cell therapy clinical trial sites
• Manage each clinical trial site cell therapy scheduling needs and provide real-time support during the cell therapy journey
• Document all email and phone call interactions with clinical trial sites within Case Management system
• Manage exception process with the clinical trial sites as it relates to product returns, product replacements, out of spec product, and chain of identity
• Input and maintain data related to patient schedules within BMS’s scheduling system
• Work closely with BMS clinical study teams to ensure clinical trial sites are appropriately trained on patient scheduling processes and systems so we can successfully provide BMS Cell Therapies to their patients
• Identify and understand the needs of clinical trial site stakeholders and collaborate with BMS cross-functional colleagues (e.g., Study Managers, Medical, Quality) to find or develop solutions
• Collect VOC (voice of customer) and VOB (voice of business) feedback used for continuous operations improvement
• Comply with applicable SOP’s and GxP regulations

Experience:

• 2 years related experience in call center environment required
• 2 years case management, patient services/navigator, or account management experience in a pharma / biotech or health services environment preferred
   

Knowledge, Skills, and Abilities:

• Exceptional customer service skills
• Active listening, and verbal and written communication skills
• Professional phone voice
• Understanding of company products, services, and policies
• Proficiency with computers, especially with Salesforce software, and strong typing skills
• Ability to ask inquiring questions and diffuse tense situations
• Strong time management and decision-making skills in a fast-paced, high-volume environment
• Adaptability and accountability
• Strong clinical understanding of cell therapy and ability to manage complex treatment logistics
   

Education:

Bachelor’s degree is preferred, or equivalent in education plus work experience

Around the world, we are passionate about making an impact on the lives of patients with serious diseases. Empowered to apply our individual talents and diverse perspectives in an inclusive culture, our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues.

Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives. 

Physical presence at the BMS worksite or physical presence in the field is an essential job function of this role which the Company deems critical to collaboration, innovation, productivity, employee well-being and engagement, and enhances the Company culture.

To protect the safety of our workforce, customers, patients and communities, the policy of the Company requires all employees and workers in the U.S. and Puerto Rico to be fully vaccinated against COVID-19, unless they have received an exception based on an approved request for a medical or religious reasonable accommodation.  Therefore, all BMS applicants seeking a role located in the U.S. and Puerto Rico must confirm that they have already received or are willing to receive the full COVID-19 vaccination by their start date as a qualification of the role and condition of employment.  This requirement is subject to state and local law restrictions and may not be applicable to employees working in certain jurisdictions such as Montana. This requirement is also subject to discussions with collective bargaining representatives in the U.S.

Our company is committed to ensuring that people with disabilities can excel through a transparent recruitment process, reasonable workplace adjustments and ongoing support in their roles. Applicants can request an approval of accommodation prior to accepting a job offer. If you require reasonable accommodation in completing this application or if you are applying to a role based in the U.S. or Puerto Rico and you believe that you are unable to receive a COVID-19 vaccine due to a medical condition or sincerely held religious belief, during or any part of the recruitment process, please direct your inquiries to adastaffingsupport@bms.com. Visit careers.bms.com/eeo-accessibility to access our complete Equal Employment Opportunity statement.

Any data processed in connection with role applications will be treated in accordance with applicable data privacy policies and regulations.

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