Note: The job is a remote job and is open to candidates in USA. Johnson & Johnson is a healthcare innovation company developing solutions across Innovative Medicine and MedTech. The Associate Director, Patient Service Center Operations leads teams delivering efficient, compliant, and high-quality services to patients and providers, while overseeing operational excellence, regulatory compliance, performance management, and continuous improvement.
Responsibilities
- Lead, mentor, and motivate team members to achieve performance goals and high customer satisfaction
- Oversee day-to-day operations, ensuring adherence to policies, procedures, and service level agreements (SLAs)
- Monitor key performance indicators (KPIs) and identify areas for operational improvement
- Ensure all operations follow industry regulations and company standards
- Analyze customer feedback to drive service enhancements and resolve issues
- Collaborate with cross-functional teams and external partners to streamline processes and improve workflow in a respectful and positive manner
- Supervise, coach, and mentor a team of 50+ direct and indirect reports, ensuring excellent patient service
- Foster a positive, inclusive, and high-performance work culture
- Responsible for the creation and delivery of presentations to internal stakeholders related to compliance, status of patient care, successes in operations, opportunities for improvement, and quarterly business reviews
- Strong compliance approach, ensuring teams have a clear understanding of patient privacy laws
- Stay abreast of industry trends and regulatory updates that may impact program delivery
- Up to 25% travel required, primarily to Pittsburgh, PA
- Other duties as assigned
Skills
- * Bachelor's degree required, preferably in Life Sciences, Business, Healthcare Administration or related fields
- * 7-10 years of progressive experience in patient services, patient support, pharmaceutical, biotech or other healthcare industry roles
- * Proven leadership skills with the ability to inspire and motivate a team, while also maintaining accountability
- * Proven ability to work efficiently in a matrix environment with cross functional teams
- * Strong analytical skills and experience in data analytics, preferably with experience in performance reporting and digital tools used in contact center operations and patient service operations
- * Proven oral and written communication skills, learning agility change management experience, and ability to influence without authority
- * Advanced degree in related field
- * Strong understanding of call center operations, patient support programs, KPIs, and healthcare regulations
- * Experience in Oncology, Immunology, rare diseases, or specialty pharmacy environments
- * Proficient with CRM platforms, call center software, reporting dashboards and Microsoft Office Suite
- * Experience in a broad spectrum of disease states and therapeutic areas
- * Significant field reimbursement experience with both medical and pharmacy benefit products
- * Ability to exercise independent judgment
- * Ability to manage deliverables in a fast-paced environment
- * Exceptional customer focus, collaboration, initiative, results-oriented, business solution-oriented capabilities
Benefits
- Fully remote work arrangement
Company Overview
Company H1B Sponsorship