Customer Order Specialist I, Patient Operations

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 Beal, CA and Union City, GA. A sizeable Research & Development group based out of Seattle, WA, and a highly skilled Commercial team countrywide.

Core Values:

• PutPatients 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:  

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 comprehensive Provenge supply chain.

The Customer Order Specialist is the primary point of contact for our commercial partners and Distributor/GPOs regarding customer Provenge accounts and patient enrollments, offering exceptional service and resolving any issues that may arise.  The ideal candidate has a strong customer support background, data management skills, and a desire to work in a dynamic and fast-paced customer service environment. The ability to multi-task, think critically, and communicate with internal and external teams is important to be successful in this role. An eye for detail and ability to understand how operational systems work is highly recommended.

Your Work:

• Manage customer relationships and order processes, policies, and procedures.
• Engage with commercial partners, Distributors/GPOs to provide status updates, and inquiries and manage any account-related concerns in a professional and timely manner.
• Strong ability to identify issues and drive resolution.
• Troubleshoot and resolve account discrepancies, and other customer-related issues, escalating complex cases to appropriate teams as needed.
• Support account receivables with sales audit reporting, verify GPO alignment and escalate any issues through to resolution.
• Monitor daily distributor PO’s and resolve any discrepancies.
• Coordinate and Collaborate with the internal and external teams to ensure process fulfillment with timely account setup.
• Work closely with our internal support teams to provide seamless customer experiences and foster effective interdepartmental communication.
• Proactively identify opportunities for process improvements to enhance enrollment efficiency  that drive results to raise the bar  relevant customer satisfaction.
• Process patient enrollment  forms and enter supporting data into CRM system with critical attention to data accuracy.
• Ensure confidentiality when handling patient data to comply with Patient Data Privacy Policy
• Other duties as assigned.

Job Requirements:

• Bachelor’s degree or equivalent experience
• 1 - 3 years’ experience in customer service, data entry, or a related role is preferred.
• Excellent written and verbal communication skills
• Strong organizational skills with the ability to multitask and prioritize effectively.
• Detail-oriented with a focus on accuracy and analysis.
• Strong computer skills in CRM applications, ERP systems and MS Office applications
• Ability to remain calm and composed when managing customer inquiries or challenging situations.
• Customer-focused mindset with a dedication to providing exceptional service
• cGMP/FDA experience plus

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 a normal office environment