Cell Therapy Navigator

The Cell Therapy Navigator (CTN) is a central role within US WorldMeds' commercial organization, serving as the primary connection between patients, the company, and key stakeholders at Authorized Treatment Centers (ATCs). As the main point of contact for order management and patient support services in a defined region, the CTN acts as a dedicated patient advocate, ensuring a timely, seamless, and supportive journey to treatment. This role oversees the full process from the initiation of a product order through to the delivery of therapy, addressing challenges quickly to avoid delays. Working closely with internal partners across supply chain, medical, compliance, and commercial teams, the CTN ensures that each step is handled with accuracy, urgency, and care. By navigating logistical complexities, anticipating issues, and adapting to changing needs, the CTN safeguards the highest standards of quality and service while improving the overall patient and treatment center experience.

DUTIES AND RESPONSIBILITIES:

The following reflects management's definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

QUALIFICATIONS:

• Bachelor's degree (preferred but not required) or a minimum of 4 to 6 years of customer service/customer-facing position is required. Candidates with managerial experience (managing a team) in customer service industries are preferred. Pharmaceutical or Healthcare industry experience is highly preferred but not required.

• Proven ability to think strategically to anticipate and plan for critical needs to deliver an intimate customer experience for our patients and authorized treatment centers.
• Proficient at uncovering customer-based insights/needs and leveraging this knowledge to drive satisfaction and continued process improvements.
• Ability to relate to patients and caregivers and be empathetic to their needs and solution oriented.
• Ability to work well across a matrix organization with strong collaboration skills to internal and external stakeholders.
• Very strong verbal and written communication skills that address customer issues and ability to clearly articulate and easily convey a customer service sentiment.
• Ability to work under pressure and adapt quickly to change in a dynamic contact center environment.
• The successful candidate will demonstrate the capacity to work shifts to ensure support coverage from 8 AM to 8 PM EST, contributing to our commitment to delivering exceptional customer service.

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

PHYSICAL DEMANDS:

• Frequently required to stand.
• Frequently required to walk.
• Frequently required to sit.
• Frequently required to talk or hear.
• Occasionally required to lift light weights (less than 25 pounds)
• Specific vision abilities required for this job include: close vision, color vision and ability to adjust or focus
• Ability to travel, including overnight stays by plane, train or auto, up to 50%

WORK ENVIRONMENT:

• The noise level in the work environment usually is quiet.

Equal opportunity employer, and does not discriminate on the basis of race, color, religion, sex, pregnancy, national origin, disability, age, genetic information, veteran status, sexual orientation, gender identity or any other characteristic protected by federal, state or local law.