Note: The job is a remote job and is open to candidates in USA. Johnson & Johnson is a leader in healthcare innovation, committed to improving patient outcomes through advanced treatments. The Manager, PSC Program Operations will oversee the Patient Service Center program, ensuring operational compliance and performance while fostering a high-performance culture among the team.
Responsibilities
- Manage daily program operations, ensuring compliance with policies, procedures and service levels
- Supervise, coach, and mentor a team of 3-5 direct reports and 30+ indirect reports, fostering a high-performance culture through consistent leadership development and accountability
- Monitor team performance through key performance indicators (KPIs) and metrics, conduct regular performance discussions, set performance goals, and ensure team compliance with policies and healthcare regulations (e.g. HIPAA)
- Oversee the onboarding of new hires, and identify training needs to enhance ongoing skills and productivity. Collaborate with training team for upskilling
- Track program metrics and identify opportunities for improvement. Collaborate with leadership to optimize program efficiency and provide recommendations for workflow improvements and process enhancements
- Collaborate internally to develop enhancements and strategies that benefit patients
- Respond promptly to inquiries and questions including, but not limited to program design, business rules, operational workflows and program-specific policies to ensure seamless PSC service delivery
- Assist in developing and delivering program performance to key stakeholders. Foster positive team and cross-functional relationships
- Stay informed on industry trends and regulatory updates
- Resolve complex issues efficiently and creatively
- Up to 15% travel may be required
- Other duties as assigned
Skills
- Bachelor's Degree
- A minimum of 6 years' experience preferably in contact center or specialty pharmacy operations, patient support, or healthcare/pharma operations
- Proven leadership skills with the ability to inspire and motivate a team, while also maintaining accountability
- Strong analytical skills preferably with experience with data analytics, reporting, and digital tools used in contact center operations
- Proven ability to work efficiently in a matrix environment with cross functional teams
- Proven oral and written communication skills, learning agility change management experience, and ability to influence without authority
- Advanced degree in related field
- Ability to manage deliverables in a fast-paced environment
- Experience documenting requirements, creating training materials and working directly with end users
- Proven ability to work efficiently in a matrix environment with cross functional teams
Company Overview
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