At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world.  We provide an inclusive work environment where each person is considered as an individual.  At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Customer Management

Job Sub Function:

Customer Service Operations

Job Category:

Professional

All Job Posting Locations:

Horsham, Pennsylvania, United States of America, Titusville, New Jersey, United States of America

Job Description:

Johnson & Johnson Innovative Medicine is recruiting for an Associate Director, Oncology Internal Contact Center Strategy located in Titusville, NJ or Horsham, PA.

About Innovative Medicine

Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow.

Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way.

Learn more at https://www.jnj.com/innovative-medicine

Job Description

An important aspect of patient unmet need includes helping them start and stay on their medicine for the best chance at treatment success. The Patient Engagement and Customer Solutions (PECS) organization serves patients, during their treatment journey with J&J Innovative Medicine therapies, to help overcome challenges to fulfillment, on-boarding and adherence. 

The Associate Director, Oncology Internal Contact Center Strategy will support the evolution of our existing programs and processes through the new PSC delivery model across the J&J Innovative Medicine Oncology portfolio.  You will be a member of the broader PSC Innovation and Implementation team, working closely with the PECS patient experience teams and other patient solutions teams to deliver, measure and optimize the patient journey, ensuring that more patients can start and stay on therapy. You will also work collaboratively with the brand marketing, access, and field teams to deliver a patient experience that delights the patient and supports business strategy and objectives. This position is responsible for helping to identify, co-create, operationalize and optimize the solutions needed to support patients as they seek to start and stay on their prescribed treatment. Your work will directly impact the team’s ability to offer a seamless and intuitive path for patients to start their treatment; while providing confidence they will be supported throughout their time on treatment with minimal burden to office staff.

A Day in the Life

Every patient’s healthcare experience is unique - shaped by personal experiences and beliefs, the presence or absence of support networks, provider and payer dynamics, and socioeconomic factors. For many patients, the decision to start or stop a treatment is overwhelming. J&J Innovative Medicine recognizes this, and wants to create an experience that is personalized, helpful, and hopeful.

Day-to-day Responsibilities

The Associate Director, Oncology Internal Contact Center Strategy will have a hand in compliantly developing and implementing best in class access & affordability solutions through the new PSC delivery model in service to patients. Their day-to-day responsibilities include:

• Access Strategy: Identify, design and compliantly implement innovative solutions and shape the patient access services portfolio into a complete, inter-connected and digital experience for the patient that is communicated clearly and supports patient starts and stays.
• Collaborate: Partner with PSC and multiple vendors across IT, PECS, and other external/internal partners to co-develop solutions that can positively impact the patient access experience.
• Customer-Centric Design Process: Create and/or enhance a solution experience that delivers on patient need and positively differentiates J&J Innovative Medicine from competition, utilizing cutting edge technology solutions.
• Solution Excellence: Use patient analytics, voice of customer, internal and external benchmarking, and compliant monitoring to inform continued optimization of program performance; Identify solution enhancements including capabilities, training, technology, tools, and staffing and support sharing of best practices across the portfolio; effectively communicate and manage internal and external stakeholders to ensure successful delivery.
• Program Optimization: Support the continued program enhancement and optimization with partner suppliers in accordance with regulations & internal policy.
• Goal Setting: Define and establish metrics and goals for access program awareness and utilization to drive accountability and share results with key stakeholders.
• Advancing Equity in Healthcare: Uncovering and addressing the needs of underserved populations for affordability solution awareness and enrollment.
• Communications Planning: Support the planning efforts for communications (targeting, messaging, creative, channels) and training in support of existing programs - influencing indirectly through brand, patient and professional marketing teams.
• Culture: Support a culture of learning, smart risk-taking and experimentation
• Diversity & Inclusion: Create an inclusive environment in support of the company’s commitment to equal employment opportunity and the value of a diverse work force.
• Leadership & Ethics: Model ethical, Credo-based leadership with deep knowledge and respect for legal and compliance requirements

About You

You are compassionate and empathetic, putting yourself in the shoes of the patients you support and the providers who care for them. You are passionate about delivering a great support experience that patients will remember and want to tell other people about. You welcome the challenge of working in a highly accountable role where you can meaningfully impact the health and wellbeing of others. You feel energized to be part of a team that is building new programs and novel models to support patients. You demonstrate conviction, proactivity and persistence when influencing others and overcoming resistance. You are agile and can adjust plans as priorities shift and maintain composure. You consistently deliver great results, but even when you fall short – you learn from it.

 
Qualifications

• Education and work experience.  Bachelor's degree required
  • A minimum of 7 years of healthcare business experience, with a minimum of 3 years of experience in the pharmaceutical industry.
    • Experience in at least one of the areas below is required (a mix of experiences across several of these domains is preferred): Patient access and affordability, healthcare patient experience, reimbursement strategy and operations experience, call center strategy and operations, understanding of data and systems for payers, specialty pharmacy, providers, patients access vendors and financial support resources in the US market.
  • Ability to lead without direct authority and influence a diverse group of team members to inspire change in a matrixed organization is required; comfort working in “white space” preferred.
  • Applying an understanding of value-based healthcare economics, systems, payment and delivery models, and the roles of the payor, provider and patients in reimbursement decisions and how they impact marketing, access and affordability preferred.
  • Conceptual understanding of data platforms, flow of information and technology platforms to design and deliver compliant patient access programs preferred.
  • Analytics translation with strong ability to interpret data and make informed projections/assertions to support a business strategy and metrics to assess success is preferred.
• Communication.  Strong verbal and written communication skills including the ability to simplify the complex, connect with an audience, and effectively use communication to influence and engage across all levels of the organization. Excellent interpersonal skills with a demonstrated track record for forging strong, productive relationships with a diverse array of stakeholders and colleagues.
• Collaboration. Effectively work in a team environment that will require you to coordinate activities and build partnerships across multiple internal/external organizations.
• Resourcefulness. Skilled in using personal knowledge and any other available resources to resolve problems for customers and ensure their satisfaction. Exhibits a growth mindset, embracing new challenges, taking smart risks, and persisting through adversity.
• Accountability. Eager to set ambitious goals and take ownership for results. Proactive with defining actions and following through.
• Flexibility. Can dynamically adjust priorities due to changing circumstances.  An agile learner who is comfortable operating in a complex environment.
• Persistence. Demonstrates conviction, proactivity and persistence when influencing others and overcoming resistance.

This position is based in Titusville, NJ or Horsham, PA and requires up to 20% domestic travel.

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act. 

Johnson and Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, please email the Employee Health Support Center  ([email protected]) or contact AskGS to be directed to your accommodation resource.

Required Skills:

 

 

Preferred Skills:

Consulting, Customer Centricity, Customer Relationship Management (CRM), Customer Satisfaction, Customer Service Philosophy, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Emotional Intelligence, Fact-Based Decision Making, Organizing, Process Optimization, Quality Auditing, Standard Operating Procedure (SOP), Technical Credibility

 

 

The anticipated base pay range for this position is :

$122,000.00 - $212,750.00

Additional Description for Pay Transparency:

Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).

Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits:

Vacation –120 hours per calendar year

Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year

Holiday pay, including Floating Holidays –13 days per calendar year

Work, Personal and Family Time - up to 40 hours per calendar year

Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child

Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year

Caregiver Leave – 80 hours in a 52-week rolling period10 days

Volunteer Leave – 32 hours per calendar year

Military Spouse Time-Off – 80 hours per calendar year

Please use the following language:

For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits