CAR-T Patient Support Specialist

Johnson & Johnson•Horsham, PA

1d•Onsite

About The Position

At J&J Innovative Medicine Oncology, we are raising the bar on customer experience in the pharmaceutical industry. Our Patient Support Solutions team supports eligible cancer patients and their caregivers through their CAR-T journey. We are deeply committed to providing patients/caregivers with an exceptional service experience, so they are well-positioned for treatment and to receive care. The Patient Support Specialist must be service-oriented and have the ability to drive insights and operational enhancements in a dynamic environment, while remaining forward-thinking to proactively and reactively respond to patient/caregiver needs. A successful candidate must have excellent communication and critical thinking skills. The role represents a unique opportunity to directly assist patients/caregivers in close partnership with internal and external supplier partners. This position will report into the Patient Support Supervisor for the CAR-T Hub Operations and will work in a department with multiple Patient Support Specialists. This position will play a critical role in managing the day-to-day operations of the Patient Support Program by assisting with patient/caregiver eligibility, enrollment, travel logistics and reimbursement where appropriate. To best support patients and their caregivers, the team will be set up as contact center with operating hours of 8AM to 8PM Monday through Friday in which you will be expected to work 8.5-hour shifts within operating hours. The call center team works on a 4-week rotation where they alternate between 3 shifts. You must welcome the challenge of working in a highly visible role where you can meaningfully impact the health and well-being of others. You should be a motivated self-starter and quick study who approaches assignments with urgency and diligence. 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 initiate CAR-T treatment is personal. J&J Innovative Medicine recognizes this, and wants to create an experience that is empathetic, supportive, and personalized to the patient and caregiver needs.

Requirements

Ability to be the point of contact for patients/caregivers with demonstrated excellence in case management in managing inquiries from beginning to end
Willingness to flex in a dynamic fast-paced environment with changing patient/caregiver needs
Self-starter skilled in problem-solving and using personal knowledge and any other available resources to work through ambiguous situations to resolve issues for patients/caregivers and ensure their complete satisfaction
Demonstrated excellence in communication skills in speaking with patients/caregivers in caring manner so they feel supported throughout their treatment journey
Demonstrated ability to remain calm, compassionate and empathetic in stressful and urgent situations
Demonstrates ability to complete tasks with sense of urgency while adhering to SOPs and established program business rules
Strong understanding of the importance of adhering to SOPs to ensure compliance throughout the process
Exhibits excellent organizational skills with the ability to prioritize activities to address patient travel, logistics and reimbursement support needs
Effectively work in a team environment that will require you to coordinate activities, build partnerships across multiple stakeholders, both internally and externally
Associate degree or equivalent high education training required, B.S. or B.A. degree preferred
A minimum of 3 years of relevant experience is required, pharmaceutical/medical call center experience preferred
Demonstrates excellent care management and ability to maintain records, in accordance with the program design and compliance standards required
Excellent organizational skills with the ability prioritize work, mutli-task, and flex as the needs of patients/caregivers change required
Ability to learn and work within new IT platforms (Salesforce) to manage patient cases required
Effectively collaborate in a mostly virtual team environment that will require you to coordinate activities and build partnerships across internal/external organizations required
Skilled in problem-solving and any other provided resources to work through ambiguous situations and make recommendations to leadership
Excellent oral and written communication skills with the ability to demonstrate patient empathy and support is required, bilingual capabilities are preferred
Eager to take ownership, be proactive, and see patients/caregivers through their entire CAR-T journey required
Ability to demonstrate strong phone and interpersonal skills, adapts to customer needs, strong listening skills, proper phone etiquette
Knowledge of Microsoft tools, capability to accurately log calls in a CRM platform, and a strong comfort level with technology
This position will be in Horsham, PA at the CAR-T call center and may require limited travel to other J&J locations for business meetings required

Nice To Haves

bilingual capabilities are preferred

Responsibilities

Perform day-to-day call center activities which include welcoming eligible patients to the program, travel and logistics arrangements, and incidental reimbursement while managing the CAR-T patient throughout their treatment journey
Serve as the point person for a select number of patients/caregivers in supporting their treatment through an online case management system
Management of a geographical territory where you will be responsible for managing several treatment center relationships and interactions to improve engagement and program performance
Responding to inquiries from patients/caregivers/treatment center sites regarding the patient support service offerings using a call guide resource
Handle administrative tasks related to travel and logistics requests, often on short notice, while maintaining composure and providing support to the patient and caregiver
Work alongside the Patient Support Reimbursement Specialist to verify patient travel expenses in accordance with SOPs
Input and maintain accurate data and records in the CAR-T patient management tool (Salesforce), ensuring compliance with program requirements
Adhere to all SOPs to ensure program compliance when working with patients and collecting necessary data for the program
Proactively work with patients/caregivers showing empathy and compassion throughout their treatment plan and providing exceptional service
Work as a Patient Support Specialist team member to monitor performance and help find operational improvements in the end-to-end patient experience so that we can continue to improve our service offerings over time in support patients
Assist with data collection to identify trends and insights to help improve the program, customer experience or case management