Program Manager, PSC

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com.

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Customer Management

Job Sub Function:

Customer Service Operations

Job Category:

People Leader

All Job Posting Locations:

Pittsburgh, Pennsylvania, United States of America

Job Description:

Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow.

Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way.

Learn more at https://www.jnj.com/innovative-medicine

We are searching for the best talent for a Program Manager to be hybrid in Pittsburgh, PA.

Purpose:

The Program Manager oversees a dedicated Patient Service Center (PSC) program, ensuring smooth operations and compliance. They serve as a key point of contact for clients, coordinate with internal teams, and continuously seek process improvements to enhance efficiency and patient care.

Responsibilities:

• Manage daily program operations, ensuring compliance with policies, procedures and service levels.

• Supervise, coach, and mentor a team of direct reports, ensuring excellent patient service.

• Develop and update program Standard Operating Procedures (SOPs), Work Instructions (WIs), training materials, and quick reference guides and ensure implementation as required.

• 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.

• Provide oversight of case audit and call monitoring per program business rules and as requested by the client.

• Collaborate internally with the assigned team to expedite processing of referrals.

• Respond promptly to client inquiries and internal questions including, but not limited to program design, marketplace conditions and program business rules.

• Assist in creating and delivering presentations on program performance and compliance.

• Foster positive internal and external 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.

Required Qualifications:

• Bachelor's degree in healthcare administration, business management or related field.

• A minimum of 6 years' experience preferably in HUB /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.

• Experience in a client facing account or program management role

• Strong analytical skills and experience with data analytics, reporting, and digital tools used in HUB operations

• Proven ability to work efficiently in a matrix environment with cross functional teams.

Preferred Qualifications:

• 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.

#Li-Hybrid

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants' needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers, internal employees contact AskGS to be directed to your accommodation resource.

Required Skills:

Preferred Skills:

Customer Centricity, Customer Relationship Management (CRM), Customer Satisfaction, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Developing Others, Efficiency Analysis, Emotional Intelligence, Fact-Based Decision Making, Inclusive Leadership, Leadership, Performance Measurement, Process Optimization, Quality Services, Resource Management, Team Management