Manager, Rheumatology Internal Contact Center Strategy

Johnson & Johnson•Horsham, PA

7d•Onsite

About The Position

Johnson & Johnson Innovative Medicine is recruiting for a Manager, Rheumatology Internal Contact Center Strategy located in Horsham, PA. About Innovative Medicine 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 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 J&J Innovative Medicine therapies, to help overcome challenges to fulfillment, on-boarding and adherence. The Manager, Rheumatology Internal Contact Center Strategy will support the evolution of our existing programs and processes through the new PSC delivery model across the J&J Innovative Medicine Immunology portfolio. You will be a member of the broader PSC Innovation and Implementation team, working closely with the PECS patient experience teams and other patient solutions teams to deliver, measure and optimize the patient journey, ensuring that more patients can start and stay on therapy. You will also work collaboratively with the brand marketing, access, and field teams to deliver a patient experience that delights the patient and supports business strategy and objectives. This position is responsible for helping to identify, co-create, operationalize and optimize the solutions needed to support patients as they seek to start and stay on their prescribed treatment. Your work will directly impact the team’s ability to offer a seamless and intuitive path for patients to start their treatment, while providing confidence they will be supported throughout their time on treatment with minimal burden to office staff. A 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 a treatment is overwhelming. J&J Innovative Medicine recognizes this, and wants to create an experience that is personalized, helpful, and hopeful. Day-to-day Responsibilities The Manager, Rheumatology Internal Contact Center Strategy will have a hand in compliantly developing and implementing best in class access & affordability solutions through the new PSC delivery model in service to patients. Their day-to-day responsibilities include: Access Strategy : Identify, design and compliantly implement innovative solutions and shape the patient access services portfolio into a complete, inter-connected and digital experience for the patient that is communicated clearly and supports patient starts and stays. Collaborate : Partner with PSC and multiple vendors across IT, PECS, and other external/internal partners to co-develop solutions that can positively impact the patient access experience. Customer-Centric Design Process : Create and/or enhance a solution experience that delivers on patient need and positively differentiates J&J Innovative Medicine from competition, utilizing cutting edge technology solutions. Solution Excellence: Use patient analytics, voice of customer, internal and external benchmarking, and compliant monitoring to inform continued optimization 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. Program Optimization : Support the continued program enhancement and optimization with partner suppliers in accordance with regulations & internal policy. Goal Setting : Define and establish metrics and goals for access program awareness and utilization to drive accountability and share results with key stakeholders. Advancing Equity in Healthcare : Uncovering and addressing the needs of underserved populations for affordability solution awareness and enrollment. Communications Planning : Support the planning efforts for communications (targeting, messaging, creative, channels) and training in support of existing programs - influencing indirectly through brand, patient and professional marketing teams. 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 compassionate and empathetic, putting yourself in the shoes of the patients you support and the providers who care for them. 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 feel energized to be part of a team that is building new programs and novel models to support patients. 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
A minimum of 5 years of healthcare business experience, with a minimum of 3 years of experience in the pharmaceutical industry.
Experience in at least one of the areas below is required (a mix of experiences across several of these domains is preferred): Patient access and affordability, healthcare patient experience, reimbursement strategy and operations experience, call center strategy and operations, understanding of data and systems for payers, specialty pharmacy, providers, patients access vendors and financial support resources in the US market.
Ability to lead without direct authority and influence a diverse group of team members to inspire change in a matrixed organization is required; comfort working in “white space” preferred.
Communication. Strong verbal and written communication skills including the ability to simplify the complex, connect with an audience, and effectively use communication to influence and engage across all levels of the organization.
Excellent interpersonal skills with a demonstrated track record for forging strong, productive relationships with a diverse array of stakeholders and colleagues.
Effectively work in a team environment that will require you to coordinate activities and build partnerships across multiple internal/external organizations.
Resourcefulness. Skilled in using personal knowledge and any other available resources to resolve problems for customers and ensure their satisfaction.
Exhibits a growth mindset, embracing new challenges, taking smart risks, and persisting through adversity.
Accountability. Eager to set ambitious goals and take ownership for results. Proactive with defining actions and following through.
Flexibility. Can dynamically adjust priorities due to changing circumstances. An agile learner who is comfortable operating in a complex environment.
Persistence. Demonstrates conviction, proactivity and persistence when influencing others and overcoming resistance.

Nice To Haves

Applying an understanding of value-based healthcare economics, systems, payment and delivery models, and the roles of the payor, provider and patients in reimbursement decisions and how they impact marketing, access and affordability preferred.
Conceptual understanding of data platforms, flow of information and technology platforms to design and deliver compliant patient access programs preferred.
Analytics translation with strong ability to interpret data and make informed projections/assertions to support a business strategy and metrics to assess success is preferred.
Brand Marketing
Brand Positioning Strategy
Business Alignment
Business Storytelling
Business Valuations
Cross-Functional Collaboration
Customer Intelligence
Data Analysis
Data-Driven Decision Making
Digital Strategy
Execution Focus
Financial Analysis
Go-to-Market Strategies
Industry Analysis
Market Research
Negotiation
Organizing
Problem Solving
Product Development Lifecycle
Product Portfolio Management
Product Strategies
Program Management
Strategic Thinking
Tactical Planning
Technical Credibility

Responsibilities

Identify, design and compliantly implement innovative solutions and shape the patient access services portfolio into a complete, inter-connected and digital experience for the patient that is communicated clearly and supports patient starts and stays.
Partner with PSC and multiple vendors across IT, PECS, and other external/internal partners to co-develop solutions that can positively impact the patient access experience.
Create and/or enhance a solution experience that delivers on patient need and positively differentiates J&J Innovative Medicine from competition, utilizing cutting edge technology solutions.
Use patient analytics, voice of customer, internal and external benchmarking, and compliant monitoring to inform continued optimization 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.
Support the continued program enhancement and optimization with partner suppliers in accordance with regulations & internal policy.
Define and establish metrics and goals for access program awareness and utilization to drive accountability and share results with key stakeholders.
Uncovering and addressing the needs of underserved populations for affordability solution awareness and enrollment.
Support the planning efforts for communications (targeting, messaging, creative, channels) and training in support of existing programs - influencing indirectly through brand, patient and professional marketing teams.
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