Program Manager, PSC

Johnson & Johnson Innovative Medicine•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 Program Manager to be hybrid in Pittsburgh, PA. Purpose: 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.