Vericel® Corporation

Customer Support

• Provide exceptional customer service to both internal teams and external customers, including surgical teams
• Process and manage product orders via phone, email, and other communication channels
• Coordinate with internal departments and external partners (e.g., couriers, airlines) to ensure on-time delivery
• Support the sales organization in resolving complex customer and operational issues
• Maintain accurate and timely data entry and documentation
• Handle sensitive information with professionalism and confidentiality
• Ensure all activities comply with company policies, SOPs, HIPAA, FDA, and other regulatory requirements
• Analyze and resolve issues by gathering and interpreting relevant data
• Participate in internal and external audits as needed
• Build strong cross-functional relationships with Manufacturing, Distribution, Sales, Marketing, Finance, and Quality teams
• Contribute to special projects and additional initiatives as assigned
• Participate in a rotating overnight on-call schedule (one week per month)
• Perform other duties as assigned

Customer Care Associate, II

Manager

• Educate healthcare facilities on procurement, reimbursement, and billing options for Vericel products.
• Support new sites of care with initial ordering, onboarding, and reimbursement processes.
• Assist facilities in identifying appropriate coding, billing, and reimbursement pathways under the medical benefit.
• Proactively follow up with sites to track claims submission, payment status, and resolution of reimbursement issues.
• Assist customers with appeals and reconciliation for under-reimbursement, including support for non-direct billing agreement contracts.
• Support customers in securing single case agreements for Epicel&reg; and/or MACI&reg;.
• Mitigate product procurement challenges at sites of care to minimize treatment delays, cancellations, or reductions.
• Collaborate with Vericel’s hub services, specialty pharmacy, and other contracted partners to support seamless customer experience.
• Analyze reimbursement and program data to assess performance and communicate insights to the Commercial organization.

Field Reimbursement Manager

Product Manager

• Lead execution of approved brand initiatives and promotional campaigns.
• Translate brand strategy into actionable briefs, timelines, and deliverables.
• Develop, update, and maintain compliant print and digital promotional materials.
• Monitor competitive landscape and market dynamics to inform tactical execution.
• Serve as primary marketing point of contact for field material needs.
• Develop and deploy sales enablement tools and field-facing resources.
• Communicate launches, updates, and revisions to field teams.
• Partner with Medical Affairs, Market Access, and Sales to align customer-facing materials.
• Lead coordination and submission of materials through the Medical, Legal, and Regulatory (MLR) review process.
• Own day-to-day financial tracking for MACI marketing initiatives.

Product Manager, MACI

Learning and Development

• Train technicians to execute the specific process steps to manufacture commercial cell therapy products meeting internal and regulatory requirements.
• Deliver cGMP, technical training which includes training in the areas of general and advanced knowledge of current regulations, functional job knowledge and skill development, compliance and management development in a cGMP environment.
• Deliver and administer On-The-Job (OJT) training across multiple product lines in accordance with safety guidelines, cGMPs and SOPs.
• Demonstrate to new staff how to perform manufacturing procedures inside an ISO Class 7 cleanroom in accordance with established SOPs, cGMPs and safety regulations.
• Document production operations in corresponding batch records and log sheets according to cGMPs and established SOPs.
• Work with the Manufacturing team to evaluate personnel training needs.
• Coordinate new hire manufacturing training with Manufacturing Management and the Training Department as required to ensure assignment and completion in LMS.
• Coordinate cross training of existing staff with Manufacturing Management.
• Assist in reviewing and revising documents as a result of deep understanding of manufacturing processes.
• Assist in deviation investigations, CAPAs, risk assessments and change controls.

Training Specialist

Account Manager

• Execute a targeted sales strategy to increase MACI adoption across hospitals and surgical centers
• Establish and maintain strong relationships with orthopedic surgeons, sports medicine specialists, and hospital administrators
• Identify new business opportunities and execute plans to drive revenue and expand market share
• Provide technical education and product training to healthcare providers and surgical teams
• Attend surgical procedures to offer real-time support and guidance on MACI implantation
• Use data-driven insights to track performance, identify trends, and adapt strategies
• Collaborate cross-functionally with marketing, medical affairs, and reimbursement teams to enhance market success
• Represent Vericel at medical conferences, industry events, and physician training programs.

Joint Restoration Territory Manager

Director

• The Director, Market Development is an integral brand leadership position within the MACI Marketing team, working closely with the Commercial team, as well as Key Opinion Leaders and other Healthcare Professionals.
• Responsible for developing, managing, and engaging with Key Opinion Leaders and strategic customers identified within their respective geography.
• Capture HCP beliefs and insights to build and reinforce brand engagement.
• Execute new processes, initiatives, and programs for MACI Market Development including the Strategic Customer Relationship Management (SCRM) initiative for the MACI Franchise.
• Contribute to the company’s/product’s success by driving awareness, developing strategies, and building corporate relationships while working collaboratively with Sales, Marketing, Medical Affairs, and other cross-functional areas.