Director of PSC Operations

Johnson & Johnson•Pittsburgh, PA

1d•Hybrid

About The Position

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 Director of PSC Operations to be located in Pittsburgh, PA; Raleigh, NC; Charlotte, NC; Dallas, TX; Orlando, FL; Phoenix, AZ; Horsham, PA; or Titusville, NJ.

Requirements

Bachelor’s degree required (healthcare, business, or related field).
A minimum of 10 years of relevant industry experience in healthcare, biotech, pharmaceutical, or specialty pharmacy services.
A minimum of 5 years of experience managing contact center services or patient access programs, including operational leadership and client-functional and/or client-facing responsibilities
Proven ability to deliver innovative solutions and drive operational excellence.
Deep understanding of pharmaceutical industry dynamics, reimbursement models, regulatory requirements (e.g., HIPAA, FDA), and patient access challenges.
Experience in specialty areas such as Oncology, Immunology, or rare diseases.
Proven track record managing budgets, operational metrics, and delivering innovative solutions.
Exceptional leadership and team management skills, including experience leading cross-functional teams.
Excellent written and verbal communication skills, with the ability to interact effectively with internal and external stakeholders at all levels
Strong understanding of data analytics and digital tools used in HUB operations.

Nice To Haves

Master’s degree, MBA, or other relevant graduate degree.
Experience with Commercial, Medicare, and Medicaid insurance design and patient out-of-pocket dynamics.
Experience in developing and implementing patient support, access services, and copay assistance programs.
Vendor management experience and oversight of external contact center and/or eService vendors.
Experience collaborating with senior leadership and cross-functional teams to align HUB initiatives with broader organizational goals.
Experience in a fast-paced, highly regulated environment with a focus on continuous improvement and operational scalability.

Responsibilities

Help define and execute the strategic vision and growth plans for Patient Service Center (PSC) in partnership with executive leadership.
High touch communication and collaboration with stakeholders from PECS Solutions, Compliance, JJIT and Commercial Lead partners.
Lead the development and implementation of innovative PSC support programs, including access, education, reimbursement, and copay assistance.
Oversee daily PSC operations, including patient access, call center, data management, and client services, ensuring efficiency and scalability.
Ensure compliance with all regulatory requirements (e.g., HIPAA, FDA) and industry standards.
Serve as a subject matter expert for pharmaceutical clients, ensuring satisfaction and long-term partnerships.
Manage budgets, financial targets, and resource allocation for HUB Services.
Monitor KPIs and drive continuous improvement in service delivery and accountability.
Mentor and develop PSC leadership and staff, fostering professional growth and a high-performance culture.
Travel up to 25% of the time.
Other duties as assigned.

Benefits

Consolidated retirement plan (pension)
Savings plan (401(k))
Long-term incentive program
Vacation –120 hours per calendar year
Sick time - 40 hours per calendar year (varies by state)
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