Associate Director, PSC Operations

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🌵 Arizona, Florida, +3 more states – Remote

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

⏰ Full Time

🟠 Senior

⚙️ Operations

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Johnson & Johnson

WebsiteLinkedInAll Job Openings

10,000+ employees

💊 Pharmaceuticals

🧬 Biotechnology

🧘 Wellness

Pharmaceuticals • Biotechnology • Wellness

<Johnson & Johnson> is a global healthcare company that researches, develops, manufactures and markets pharmaceuticals, medical devices and consumer health products. The company focuses on innovative medicines and therapies across oncology, immunology, neuroscience and cardiopulmonary areas, and develops MedTech solutions in cardiovascular, orthopaedics, surgery and vision. Johnson & Johnson also engages in health & wellness education, large-scale manufacturing, investor activities and global social-impact initiatives.

📋 Description

• 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.

🎯 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 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 preferred. • 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

• Inclusive work environment • Professional development opportunities