Scheduling - Logistics Case Manager

Who we are.

Dendreon is making the battle against cancer personal. Our flagship product PROVENGE^® (sipuleucel-T), was the first FDA approved immunotherapy for the treatment of metastatic castrate resistant prostate cancer and is made from the patient's own immune cells.

If you are looking to positively impact the lives of patients, we want you to join our team. We have Immunotherapy Manufacturing Facilities located in Seal Beach, CA and Union City, GA. A sizeable Research & Development group based out of Seattle, WA, and a highly skilled Commercial team countrywide.

Core Values:

• Put Patients First. Every day is a new opportunity to improve the lives of patients living with cancer
• Act with Integrity. Be honest, transparent, and committed to doing what’s right in every situation.
• Build Trust. Building trust takes time. Engage teammates, be candid and transparent. Over communicate and seek feedback.
• Raise the Bar. Harness continuous improvement, foster innovation and elevate our people.
• Drive Results. Be accountable and execute – we win together when everyone performs.

Your Role:

Dendreon is a fast-paced, high volume, make-to-order production environment with a highly constrained value chain and product with limited shelf-life. This role requires strong organizational and communication skills, detail oriented with problem-solving abilities, and a commitment to exceptional customer service, all while working in a complex, fast-paced environment.

Your Work:

• Production Scheduling & Logistics
• Develop and manage patient treatment schedules within label parameters and manufacturing set constraints, balancing customer preference and logistics timelines.
• Create and maintain treatment schedules in Dendreons proprietary systems and CRM, ensuring accuracy and reliability.
• Makes informed, methodical decisions meeting or exceeding customer expectations throughout a very complex process.
• Customer Service
• Actively listen and clearly communicate to fulfill customer scheduling preferences, aiming to meet or exceed their expectations.
• Patient Assistance Programs: Assist patients with additional needs, such as lodging and transportation, to ensure a seamless treatment experience.
• Issue Management: Anticipate, identify, and resolve potential issues by liaising with both internal and external partners striving to maintain timely and efficient
• Supports cross-functional activities such as Logistics, Enrollment intake and Order Management tasks
• High Volume Communication Management: Handle a large volume of calls and emails professionally, ensuring timely responses.
• Written Skills: concise case documentation.
• Order Management
• Engage with commercial partners, Distributors, and GPOs to provide timely updates, address inquiries, and resolve account-related concerns professionally.
• Manage patient records: perform data intake accurately entering information into the CRM system, maintaining a strong focus on data accuracy.
• Coordinate and collaborate with internal and external teams to ensure seamless account setup and fulfillment processes.
• Process Improvement
• Process Optimization: Identify and suggest improvements to scheduling and related processes.
• Continuous Learning and Collaboration:
• Adapt to new tools and processes as our operations evolve.
• Develop collaborative working relationships, be a valued team contributor, and model Dendreon’ s corporate values.

• Education & Experience: 2+ years’ experience in customer service, scheduling, production planning or related fields.
• Analytical Expertise: Proficient in evaluating complex issues and making sound decisions.
• Communication skills: Strong written and verbal skills, with ability to clearly convey complex processes.
• Technical skills: Proficiency in CRM systems; experience in Salesforce is a plus.
• Adaptability: Ability to handle multiple tasks in a fast-paced, dynamic environment.
• Detail-Oriented: Committed to accuracy, consistency, and high-quality work.
• Retention Skills: Able to quickly learn and remember policies, procedures, and systems.
• Regulatory Experience: Knowledge of cGMP/FDA regulated environments preferred.

Working Conditions and Physical Requirements:

• Ability to sit or stand for extended periods of time 
• Finger dexterity sufficient to use a computer and to complete paperwork activities
• Vision sufficient to use a computer, to read written materials and to complete paperwork activities;
• Hearing sufficient to communicate with individuals by telephone and in person
• May be required to work alternate shifts
• Job is performed in an office environment