Associate Director, Patient & Caregiver Solutions Program Optimization

Johnson & Johnson Innovative Medicine•Titusville, NJ

17h•$122,000 - $212,750•Hybrid

About The Position

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 https://www.jnj.com/innovative-medicine J&J Innovative Medicine is recruiting for the Associate Director Patient & Caregiver Solutions (PCS) Program Optimization, located in Titusville, New Jersey. Job Description An important aspect of patient unmet need includes helping them start and stay on their medicine for the best chance at treatment success. The Patient Engagement and Customer Solutions (PECS) organization serves patients, during their treatment journey with Johnson & Johnson therapies, to help overcome challenges to fulfillment, on-boarding and adherence. The Associate Director, PCS Program Optimization is part of the Patient & Caregiver Solutions team within PECS and will lead standardization of business activities across Companion support programs (Nurse Navigator, Nurse Guide, Care Navigator), as well as support program specific launches, optimizations, and capability enhancements. Additionally, the AD will shape the evolution of the newly designed J&J withMe patient customer relationship management (CRM) system across the Innovative Medicine portfolio. This role will partner closely with peers within their own team and across the broader PECS & Johnson & Johnson Technology (JJT) teams to meet these goals in support of patients and customers who leverage our Companion programs as part of the patient support services across the portfolio. Day in the Life Every patient’s healthcare experience is unique - shaped by personal experiences and beliefs, the presence or absence of support networks, provider and payer dynamics, and socioeconomic factors. For many patients, the decision to start or stop treatment is overwhelming. J&J recognizes this, and wants to create an experience that is personalized, helpful, and hopeful. Day-to-day Responsibilities The Associate Director, PCS Program Optimization develops & implements standardizations, enhancements and integrations across Companion programs and platforms. They collaborate to develop & deliver training for impacted teams and manage program/project deliverables to create best in class experiences for patients & caregivers. Their day-to-day responsibilities include: Companion Program Optimizations: Lead standardization, optimization, and capability enhancements for the portfolio of Companion programs, drive scaling of best practices and shape the evolution of Companion program integrations and platforms in accordance with business needs, relevant regulations & internal policy. Customer Relationship Management (CRM): Represent Companion programs operational needs and use cases to shape design and enhancement roadmap for new & existing CRM systems. Challenge the status quo to drive efficiency, data integration and accuracy and improve operations. Shape requirements to deliver necessary integrations and an optimal patient / customer experience. Collaboration: Partner with multiple vendors providing patient support, technology integrations, asset development and more. Partner internally with the peers within your team and across Patient Customer Care Solutions, Strategic Insights and Analytics, Digital Solutions, JJT, TA specific Px partners and more. Solution Excellence: Use patient analytics, voice of customer, internal and external benchmarking, and compliance monitoring to inform continued optimization and/or standardization of program performance. Identify solution enhancements including capabilities, training, technology, tools, and staffing and support sharing of best practices across the portfolio; effectively communicate and manage internal and external stakeholders to ensure successful delivery. Goal Setting: Define KPIs and establish metrics and goals. Actively monitor project health, build and provide business reviews to key stakeholders, identify necessary optimizations and partner effectively to implement. Training: Support training initiatives for Companion programs to ensure strong understanding and ability to efficiently & compliantly perform job functions. Culture: Support a culture of learning, smart risk-taking and experimentation Diversity & Inclusion: Create an inclusive environment in support of the company’s commitment to equal employment opportunity and the value of a diverse work force. Leadership & Ethics: Model ethical, Credo-based leadership with deep knowledge and respect for legal and compliance requirements About You You are passionate about delivering a great support experience that patients will remember and want to tell other people about. You welcome the challenge of working in a highly accountable role where you can meaningfully impact the health and wellbeing of others. You demonstrate conviction, proactivity and persistence when influencing others and overcoming resistance. You are agile and can adjust plans as priorities shift and maintain composure. You consistently deliver great results, but even when you fall short – you learn from it.

Requirements

Bachelor's degree required; MBA or other related advanced degree preferred.
A minimum of 5 years of healthcare business experience (EX: sales, marketing, payer/access experience, operations, supply chain, analytics, management consulting) is required, of which 2 years demonstrated patient marketing and/or customer service experience.
Experience in more than one of the areas below is required (a mix of experiences across several of these domains is preferred): Services, and/or customer experience marketing Patient marketing Patient support services Strategy development Human Centered Design, Behavioral Science Digital Solutions Training and development Change management P&L management
Ability to manage and drive programs forward and experience managing multiple demands and priorities on time, leading without authority, gaining alignment, and driving decision-making is crucial to the success of this position
Insights Driven. Ability to be creative, enthusiastic, and strong analytically, with excellent overall business insight
Communication. The ability to tell a compelling story – leveraging strong verbal and written communication skills – is required
Relationship building. Excellent interpersonal skills with a demonstrated track record for forging strong, productive relationships with a diverse array of customers and colleagues.
Collaboration. Effectively work in a matrixed environment that will require you to coordinate activities and build partnerships across multiple internal/external organizations.
Vendor Management and operations excellence. Ability to partner and work with multiple agencies/vendors and hold them accountable, manage budgets and projects, cross-functionally, cross-geography, and with cross-company teams
Resourcefulness. Skilled in using personal knowledge and any other available resources to resolve problems for customers and ensure their satisfaction.
Accountability. Eager to set ambitious goals and take ownership of the results. Proactive defining actions and following through.

Responsibilities

Lead standardization, optimization, and capability enhancements for the portfolio of Companion programs, drive scaling of best practices and shape the evolution of Companion program integrations and platforms in accordance with business needs, relevant regulations & internal policy.
Represent Companion programs operational needs and use cases to shape design and enhancement roadmap for new & existing CRM systems. Challenge the status quo to drive efficiency, data integration and accuracy and improve operations. Shape requirements to deliver necessary integrations and an optimal patient / customer experience.
Partner with multiple vendors providing patient support, technology integrations, asset development and more. Partner internally with the peers within your team and across Patient Customer Care Solutions, Strategic Insights and Analytics, Digital Solutions, JJT, TA specific Px partners and more.
Use patient analytics, voice of customer, internal and external benchmarking, and compliance monitoring to inform continued optimization and/or standardization of program performance. Identify solution enhancements including capabilities, training, technology, tools, and staffing and support sharing of best practices across the portfolio; effectively communicate and manage internal and external stakeholders to ensure successful delivery.
Define KPIs and establish metrics and goals. Actively monitor project health, build and provide business reviews to key stakeholders, identify necessary optimizations and partner effectively to implement.
Support training initiatives for Companion programs to ensure strong understanding and ability to efficiently & compliantly perform job functions.
Support a culture of learning, smart risk-taking and experimentation
Create an inclusive environment in support of the company’s commitment to equal employment opportunity and the value of a diverse work force.
Model ethical, Credo-based leadership with deep knowledge and respect for legal and compliance requirements

Benefits

employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).
This position is eligible to participate in the Company’s long-term incentive program.
Vacation –120 hours per calendar year
Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year
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 the 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