Supervisor, Patient Scheduling (Seal Beach, CA or Seattle, WA)

Dendreon Pharmaceuticals, LLC
Supervisor, Patient Scheduling (Seal Beach, CA or Seattle, WA)
US-WA-Seattle
Job ID: 2024-3001
Type: Regular Full-Time
# of Openings: 1
Category: Patient Ops
Seattle
Overview

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 Patient Operations manages the creation of the production plan and execution of arm-to-arm activities, including but not limited to enrollment intake, production management, demand planning, logistics analysis, scheduling, and real-time product monitoring supporting a complex supply chain.

This position will provide immediate supervision to the scheduling team who work directly with Commercial Providers as well as internal and external business partners to develop and maintain patients schedules.

Responsibilities

• Supervises the day-to-day operations for Patient Scheduling team; ensures timely execution of scheduling related activities required to support the production planning & logistics of patients treatments
• Makes informed, methodical decisions throughout a very complex process; leads critical issues, develop and execute patient treatment activities ensuring timelines and customer commitments are met
• Facilitates effective working relationships with internal and external customers; identify, address and resolve issues and customer complaints
• Communicates key responsibilities and procedures to ensure the team promotes a successful attitude, and teamwork to achieve business objectives and goals
• Coordinates with department leaders to ensure cross-functional efficiency and process improvement
• Monitors daily phone reporting answer rates and regularly listens to calls to ensure quality expectations are met
• Reviews daily Salesforce cases to ensure turnaround time expectations are met and exceeding customer commitments; conducts regular case audits and develops an action plan to address issues identified; ensures caseloads are disbursed evenly throughout the department
• Communicates and reinforces Patient Scheduling’s overall program goals and objectives to team members
• Leads Patient Scheduling departmental new hire training
• Trained to successfully back-up all positions within Patient Scheduling and responds to requests if team member(s) is unavailable / out of the office
• Conducts regular check-in meetings with Patient Scheduling team members individually
• Provides coaching, direction, and leadership support to team members in order to achieve personal and professional results
• Consistently identifies operational and system efficiencies for process improvement and facilitates progress
• Track, trend and report on metrics for key business performance indicators
• Perform other duties as assigned.

Qualifications

• Bachelor’s degree or equivalent
• Typically requires a minimum of 3-5-years’ experience in Customer Order Management or Scheduling in a high-volume environment
• 2 years’ of supervisory experience preferred
• cGMP/FDA regulated industry experience preferred
• Demonstrate initiative and willingness to work with a sense of urgency
• Ability to balance competing priorities and delegate effectively
• Ability to work in multiple systems with a strong attention to detail
• Proven ability to coach, motivate, and engage a team to produce the best results possible
• Able to communicate knowledge and ideas clearly, concisely, and effectively; communicates well across all levels of the organization to facilitate progress
• Strong organizational, analytical, and problem solving skills
• Excellent written and verbal communication skills
• Proficient in MS Office applications and some exposure to ERP systems

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
• Dendreon is an EEO/AA employer M/F/D/V.

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