Associate Director, PSC Operations

🔥 3 horas atrás

🌵 Arizona, Florida, +4 estados a mais – Remoto

🌵 Arizona – Remote 🐊 Florida – Remote 🏖️ New Jersey – Remote 🌲 North Carolina – Remote 🔔 Pennsylvania – Remote 🤠 Texas – Remote

💵 $127.000 - $218.500 / ano

⏰ Tempo Integral

🟠 Sênior

⚙️ Operações

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Johnson & Johnson

SiteLinkedInTodas as Vagas

10.000+ funcionários

Fundada em 1886

🏥 Saúde

⚕️ Seguro de Saúde

💊 Farmacêutico

Healthcare • Healthcare Insurance • Pharmaceuticals

Johnson & Johnson é uma empresa global de saúde que descobre, desenvolve, fabrica e comercializa medicamentos, terapias e dispositivos médicos em várias áreas terapêuticas, incluindo oncologia, neurociência, imunologia, cuidados cardiopulmonares e cardiovasculares, ortopedia, cirurgia e visão. A empresa opera programas de pesquisa e desenvolvimento em grande escala, desenvolvimento clínico e fabricação, além de estar ativa em programas para funcionários, sustentabilidade, iniciativas de saúde global e engajamento comunitário em todo o mundo.

Descrição

• Lead, mentor, and motivate team members to achieve performance goals and high customer satisfaction • Oversee day-to-day patient support operations, ensuring adherence to policies, procedures, and SLAs • Monitor KPIs and identify operational improvement opportunities • Ensure 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 • Supervise, coach, and mentor 50+ direct and indirect reports • Foster a positive, inclusive, and high-performance work culture • Create and deliver presentations to internal stakeholders on compliance, patient care status, operational successes, improvement opportunities, and quarterly business reviews • Ensure teams understand patient privacy laws • Monitor industry trends and regulatory updates affecting program delivery • Travel up to 25%, primarily to Pittsburgh, PA • Perform other duties as assigned

🎯 Requisitos

• Bachelor’s degree required, preferably in Life Sciences, Business, Healthcare Administration or related fields • 8-10 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 maintaining accountability • Ability to work efficiently in a matrix environment with cross-functional teams • Strong analytical skills and experience in data analytics, preferably with performance reporting and digital tools used in contact center and patient service operations • Proven oral and written communication skills • Learning agility and change management experience • Ability to influence without authority • Advanced degree in a related field preferred • Strong understanding of call center operations, patient support programs, KPIs, and healthcare regulations • Experience in Oncology, Immunology, rare diseases, or specialty pharmacy environments • Proficiency with CRM platforms, call center software, reporting dashboards, and Microsoft Office Suite • Experience across a broad spectrum of disease states and therapeutic areas • Significant field reimbursement experience with 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, and business solution-oriented capabilities

🏖️ Benefícios

• Consolidated retirement plan (pension) • Savings plan (401(k)) • Vacation – 120 hours per calendar year • Sick time – 40 hours per calendar year; 48 hours for Colorado employees; 56 hours for Washington employees • 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 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 period • Volunteer Leave – 32 hours per calendar year • Military Spouse Time-Off – 80 hours per calendar year

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