Patient Support Supervisor, CAR-T - Horsham, PA

Johnson & Johnson Innovative Medicine•Horsham, PA

1d•Onsite

About The Position

We are searching for the best talent for the Patient Support Supervisor (PSS), CAR-T located in Horsham, PA. We’re looking for an exceptional Patient Support Supervisor (PSS) to join our CAR-T team, where science meets compassion, and every day is an opportunity to help patients and their families on their treatment journey while delivering best-in-class patient support. Our groundbreaking CAR-T therapy, ciltacabtagene autoleucel (cilta-cel), is a cutting-edge cancer treatment. By joining our team, you’ll be at the forefront of leading a team that is tasked with delivering patient support to eligible patients by removing barriers so that patients can access CARVYKTI. From welcoming eligible patients to ensuring they receive the logistical support they need, your work will have a direct impact on their lives. As the Patient Support Supervisor, you will play a pivotal role in ensuring no patient is left behind. Your daily responsibilities will involve providing continuous support to eligible patients. This includes welcoming eligible patients and care partners, collaborating with our third-party travel partner to coordinate logistics, assisting with the reimbursement process and supporting program wrap-up. Responsibilities also include maintaining treatment center relationships and conducting annual treatment center reviews. You will lead by example—providing hands-on training, guidance, and support to your team to ensure efficient case management and empowering them to deliver exceptional, compassionate service. Part of your role will focus on reviewing recorded calls and analyzing interactions to uncover valuable customer insights to help improve the program and ensure compliance. Acting as a trusted resource and problem-solver for both your team and the patients, you will help create a meaningful impact on the lives of patients and their care partners. In this highly visible role, you will balance operational oversight with passionate leadership, ensuring the highest standards of service and support are consistently achieved.

Requirements

Associate Degree or equivalent higher education required.
Minimum of 3 years of relevant experience required.
Demonstration of excellent case management and ability to maintain records in accordance with the program design and compliance standards required.
Excellent organizational skills with strong ability to prioritize work, multi-task, and flex as the needs to customers change, required.
Ability to align daily operations to standard operating procedures (SOP) to ensure compliance and oversight of the program, required.
Lead and support call center quality assurance through regular call monitoring, case audits, 1:1 coaching, etc. to ensure exceptional delivery of program required.
Ability to learn and work within new IT platforms (Salesforce) and networked call systems to manage patient cases, evolving processes as new technology is introduced is required.
Skilled at problem-solving and any other provided resources to work through ambiguous situations and make recommendations to leadership is required.
Excellent oral and written communication skills with the ability to demonstrate patient empathy and support is required.
Ability to demonstrate professional phone and interpersonal skills, adapting to customer needs, active listening, phone etiquette to deliver best-in-class patient experience are required.
Knowledge of Microsoft tools, capability to accurately document calls in a CRM platform with a strong comfort level of working with technology required.
Availability to work 8.5-hour rotational shifts within contact center hours (8:00 AM–8:00 PM, Monday–Friday).

Nice To Haves

Bachelor of Science or Bachelor of Arts degree preferred.
Strong preference for pharmaceutical, biotech, or relevant customer experience preferred.
Bilingual capabilities are preferred.
Eager to be accountable, take ownership, and be proactive in seeing patients and their care partners through their entire MyCARVYKTI patient journey is required.
Experience in case management, quality assurance, or team training is highly desirable.

Responsibilities

Inspire and Lead: Supervise and coach a team of patient support specialists, fostering a culture of empathy and compassion, to ensure every patient and their care partner(s) receives continuous, best-in-class patient support through program welcome, travel logistics, reimbursement support and program wrap-up.
Drive Excellence: Oversee patient support call center operations, ensuring that every eligible patient who needs patient support receives support throughout their journey, leaving no patient behind.
Champion Quality and Compliance: Conduct audits, provide coaching, and implement processes to maintain high standards of service and adherence to SOPs to ensure the governance of the program.
Innovate for the Future: Continuously identify and implement improvements to enhance operational efficiency, streamline processes, and ensure consistency, positioning the program for sustainable growth and success.
Welcome eligible patients and care partners.
Collaborate with our third-party travel partner to coordinate logistics.
Assist with the reimbursement process.
Support program wrap-up.
Maintain treatment center relationships.
Conduct annual treatment center reviews.
Provide hands-on training, guidance, and support to your team.
Review recorded calls and analyze interactions to uncover valuable customer insights.
Act as a trusted resource and problem-solver for both your team and the patients.
Manage customer expectations by helping call center team de-escalate situations, submit for appeals, and promptly following through on commitments.
Generate and report patient, care partner, and treatment center insights to evolve the program and business.
Effectively collaborate in a mostly virtual team environment that will require you coordinate activities, build partnerships across internal/external stakeholders.
Motivate and retain call center team while professionally developing them for future growth.