Program Manager, PSC

Johnson & Johnson • Pittsburgh, PA

1d • Hybrid

About The Position

The Program Manager oversees a dedicated Patient Service Center (PSC) program, ensuring smooth operations and compliance. They serve as a key point of contact for clients, coordinate with internal teams, and continuously seek process improvements to enhance efficiency and patient care.

Requirements

• Bachelor’s degree in healthcare administration, business management or related field.
• A minimum of 6 years’ experience preferably in HUB /specialty pharmacy operations, patient support, or healthcare/pharma operations.
• Proven leadership skills with the ability to inspire and motivate a team, while also maintaining accountability.
• Experience in a client facing account or program management role
• Strong analytical skills and experience with data analytics, reporting, and digital tools used in HUB operations
• Proven ability to work efficiently in a matrix environment with cross functional teams.

Nice To Haves

• Advanced degree in related field
• Ability to manage deliverables in a fast-paced environment
• Experience documenting requirements, creating training materials and working directly with end users
• Proven ability to work efficiently in a matrix environment with cross functional teams.

Responsibilities

• Manage daily program operations, ensuring compliance with policies, procedures and service levels.
• Supervise, coach, and mentor a team of direct reports, ensuring excellent patient service.
• Develop and update program Standard Operating Procedures (SOPs), Work Instructions (WIs), training materials, and quick reference guides and ensure implementation as required.
• Monitor team performance through key performance indicators (KPIs) and metrics, conduct regular performance discussions, set performance goals, and ensure team compliance with policies and healthcare regulations (e.g. HIPAA)
• Oversee the onboarding of new hires, and identify training needs to enhance ongoing skills and productivity. Collaborate with training team for upskilling.
• Track program metrics and identify opportunities for improvement.
• Collaborate with leadership to optimize program efficiency and provide recommendations for workflow improvements and process enhancements.
• Provide oversight of case audit and call monitoring per program business rules and as requested by the client.
• Collaborate internally with the assigned team to expedite processing of referrals.
• Respond promptly to client inquiries and internal questions including, but not limited to program design, marketplace conditions and program business rules.
• Assist in creating and delivering presentations on program performance and compliance.
• Foster positive internal and external relationships.
• Stay informed on industry trends and regulatory updates.
• Resolve complex issues efficiently and creatively.
• Up to 15% travel may be required.
• Other duties as assigned.

Benefits

• Inclusive work environment where each person is considered as an individual.
• Respect for the diversity and dignity of employees and recognition of their merit.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees