Field Liaison, PSC Program Operations

Johnson & Johnson Innovative Medicine•Orlando, FL

1d•Remote

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 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: Patient Advocacy Job Category: Professional We are searching for the best talent for a Field Liaison to be located in Pittsburgh, PA; Raleigh, NC; Charlotte, NC, Orlando, FL; Phoenix, AZ, Dallas, TX or Horsham, PA. Purpose: The Field Liaison is a non-promotional, operations-focused role within the Patient Service Center (PSC). This position serves as the primary operational link between internal case management teams and the Field Reimbursement organization, partnering closely with Field Reimbursement Managers (FRMs) and Associate Directors (FRADs). This role ensures coordination on complex patient access cases, translates field-identified barriers into potential process improvements, and provides the field reimbursement team with clear, timely visibility into PSC workflows. The Field Liaison operates in full compliance with applicable regulations and internal policies.

Requirements

Bachelor's degree required - preferably in healthcare, life sciences, pharmacy, or business administration.
A minimum of 3 years’ experience in pharmaceutical or biotech operations, patient services, field reimbursement support, payer relations, or a closely related function.
Experience partnering with or supporting Field Reimbursement Managers, Field Reimbursement Associate Directors, Market Access, or Patient Support Services teams.
Proficiency with CRM, case management systems, and Microsoft Office tools.
Clear, confident communicator with strong presentation skills.
Highly organized, adaptable, and effective in managing multiple escalations.

Nice To Haves

Master’s degree
Strong understanding of specialty reimbursement processes (benefit verification, PA, appeals, coding, financial assistance).
Proven ability to manage cross-functional relationships without direct authority.
Background in specialty product access, particularly in immunology, oncology, or rare disease programs, is a plus.

Responsibilities

Serve as the designated Patient Service Center (PSC) Operations point of contact for assigned Field Reimbursement team members, ensuring consistent communication on patient access cases, access trends, and PSC operational updates.
Participate in regular business reviews, pipeline calls, and regional FRM/FRAD meetings to discuss access trends, payer changes, and field-identified barriers; translate insights into PSC action plans.
Clearly communicate PSC services, workflows, SLAs, escalation paths, and documentation expectations with HCP offices and patients.
Compile and share PSC performance data (e.g., benefit investigations, time-to-therapy, prior authorization turnaround, rejection and denial trends, appeal outcomes) to support field strategies and account planning.
Maintain structured feedback loops and accurate documentation of interactions, escalations, and resolutions in CRM and PSC case management platforms.
Triage & coordinate resolution of complex access and reimbursement issues raised by the Field Reimbursement partners.
Troubleshoot patient and account specific reimbursement challenges and assistance programs.
Coordinate high-priority escalations with clear routing, tracking, and timely resolution updates.
Identify field-reported access barriers (e.g., prior authorization criteria shifts, denial rationale patterns, site-of-care challenges, affordability issues) and partner with PSC Operations leadership on process improvements.
Support implementation of new patient access programs, payer policy updates, and field reimbursement playbooks by ensuring team readiness.
Partner on launch readiness and major initiative by identifying process gaps and recommending enhancements.
Contribute to the development and refinement of PSC reporting and dashboards used by FRADs, ensuring data relevance (case status views, turnaround times, denial categories, SLA adherence) and accessibility.
Ensure all communications and materials align with non-promotional requirements and compliance standards.
Operate in adherence with HIPAA, OIG, and other applicable regulations; escalate compliance concerns promptly.