Associate Director, PSC Operations

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🔥 0 minutes ago

🌵 Arizona, Florida, +4 more states – Remote

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

⏰ Full Time

🟠 Senior

⚙️ Operations

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

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Johnson & Johnson

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1886

🏥 Healthcare

⚕️ Healthcare Insurance

💊 Pharmaceuticals

Healthcare • Healthcare Insurance • Pharmaceuticals

Johnson & Johnson is a multinational corporation focused on innovating across multiple sectors of healthcare and medicine. With a commitment to redefining healthcare, the company merges science and technology to address complex diseases through its divisions in innovative medicine and medical technology. Its areas of focus include oncology, immunology, neuroscience, and specialty ophthalmology, as well as interventional solutions and orthopaedics. J&J is dedicated to advancing global health equity and environmental sustainability while fostering innovation, diversity, and inclusion in the workplace. The company strives to provide solutions that connect health and care for providers, patients, and communities worldwide.

📋 Description

• Lead, mentor, and motivate team members to achieve performance goals and high customer satisfaction • Oversee day-to-day operations and ensure adherence to policies, procedures, and service level agreements (SLAs) • Monitor key performance indicators (KPIs) and identify areas for operational improvement • 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 a team of 50+ direct and indirect reports • Foster a positive, inclusive, and high-performance work culture • Create and deliver presentations to internal stakeholders regarding compliance, patient care status, operational successes, improvement opportunities, and quarterly business reviews • Ensure teams understand patient privacy laws • Stay current on industry trends and regulatory updates affecting program delivery • Perform other duties as assigned

🎯 Requirements

• 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 maintaining accountability • Ability to work efficiently in a matrix environment with cross-functional teams • Strong analytical skills and experience in data analytics • Preferably experience with performance reporting and digital tools used in contact center operations and patient service operations • Proven oral and written communication skills • Learning agility and change management experience • Ability to influence without authority • Preferred: advanced degree in related field • Preferred: strong understanding of call center operations, patient support programs, KPIs, and healthcare regulations • Preferred: experience in Oncology, Immunology, rare diseases, or specialty pharmacy environments • Preferred: proficiency with CRM platforms, call center software, reporting dashboards and Microsoft Office Suite • Preferred: experience across a broad spectrum of disease states and therapeutic areas • Preferred: 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

🏖️ Benefits

• Inclusive work environment • Equal opportunity employment • Interview process accommodations for applicants with disabilities • Up to 25% travel primarily to Pittsburgh, PA