Senior Director, Pharmacy Patient Services

Johnson & Johnson Innovative Medicine•Hopewell Township, NJ

3d•Onsite

About The Position

We are searching for the best talent for a Senior Director, Pharmacy Patient Services role located in Titusville, New Jersey. 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. J&J is committed to raising the bar on patient and caregiver experience through our Patient Engagement and Customer Solutions (PECS) organization. The PECS team is accountable for the creation of personalized, seamless, and supportive experiences for patients starting treatments across the Innovative Medicine portfolio. The Sr. Director, Pharmacy Patient Services is responsible for leading the strategy and program design for the pharmacy channel across the NA portfolio of brands. This includes the development of multi-generational lifecycle plans for distribution and engagement of specialty and retail pharmacies, partnership and fee for service strategies, and data and technology agreements that support the needs of patients starting, resuming or continuing on J&J therapies. In addition, you will be responsible for identifying capabilities, partners, technologies, and innovative programming approaches that allow J&J to become best-in-class in supporting patient engagement through the specialty pharmacy and retail pharmacy channels. In this role, you must build and maintain strong working relationships with marketing, account management, commercial excellence, patient solutions team, value/access/pricing (VAP) teams, sales, IT, procurement, legal, finance, healthcare compliance, training, policy and advocacy.

Requirements

A minimum of a bachelor’s degree is required
A minimum of 10 years of healthcare business experience (e.g. Account Management, pharmacy, sales, marketing, payer/access experience, operations. analytics) is required.
A minimum of 5 years of proven performance in leading large cross-functional teams for an enterprise-wide program
A minimum of 3 years designing, developing and implementing patient support programs
Strong understanding of J&J patient support program requirements, industry best practices and healthcare regulations
Experience in developing, maintaining and influencing strategic supplier relationships
Successful track record of developing talent and leaders
Experience in at least one of the areas below is required (a mix of experiences across several of these domains is preferred): Strategy development, services and/or customer experience marketing, working across a matrixed organization, capabilities management, change management, and financial management
Excellent oral and written communication skills, including the ability to manage conflict and defuse difficult situations.
Effectiveness of driving internal leadership-team level dialogue and decision making on technical or challenging topics
Excellent interpersonal skills with a demonstrated track record for forging strong, productive relationships with a diverse array of customers and colleagues.
Effectively work in a team environment will require you to coordinate activities and build partnerships across multiple internal/external organizations.
Deep understanding of the U.S. Market Access environment and implications for patients’ navigation of complex benefit designs
Skilled in using personal knowledge and any other available resources to resolve problems for customers and ensure their satisfaction.
Eager to set ambitious goals and take ownership for results. Proactive defining actions and following through.
Can dynamically adjust priorities due to changing circumstances. An agile learner who is comfortable operating in complex environments.

Nice To Haves

Cross-Functional Leadership
Healthcare Access
Patient Support Programs
Supplier Relationship Management
Talent Development
Communication
Customer Centricity
Customer Engagement
Customer Satisfaction
Customer Service
Customer Service Philosophy
Customer Support Operations
Customer Support Trends
Developing Others
Give Feedback
Inclusive Leadership
Leadership
Market Research
Personalized Services
Process Improvements
Process Optimization
Service Request Management
Tactical Planning

Responsibilities

Coach, develop and motivate direct reports; Support a purpose driven culture through support partners
Consult with Px strategy leads to inform the pharmacy channel multi-generational engagement plans, including network approach (open, preferred closed) and programming strategy; Use market assessments, competitive landscapes, voice of patient, voice of customer, and industry trends to inform recommendations for program design and strategic partners
Defines partner selection criteria and program requirements that align to patient needs and brand objectives; Leads capabilities discussions and RFP process, and contracting in coordination with account management and PECS operations teams
Use patient analytics, voice of customer, benchmarking, market insights and compliance monitoring to continuously optimize program performance (KPI attainment, efficiency, cycle time); Ensure pharmacy services optimization with J&J Patient Services; Partners with pharmacies to identify and deploy operational enhancements including training, technology, tools, staffing, and incentives; Supports sharing of learning and best practices across the portfolio
Partners with national and local account teams to identify strategic partners, define shared objectives, and identify addressable gaps in patient experience; Influences priorities of account team; Supports contracting efforts; Shape quarterly business reviews with pharmacies
Accountable for program development & launch with pharmacies in accordance with regulations & internal policy. Includes program approvals (legal, compliance, privacy), negotiation & contracting, fair market value assessments, SOPs, training, and compliance monitoring
Develops goals and KPIs that reflect patient needs and brand strategies; presents performance summaries (operational, impact and financial metrics) and strategic recommendations to PECS leadership team and Px strategy leads
Builds estimates for financial and people resourcing needs to support pharmacy Px strategy; confirms funding with Px lead; approves programs through pricing committee and fair market value processes; Proactively monitors and manages spend
Monitors trends in policy, pharmacy capabilities, pharmacy integration and acquisition, emerging channels, and innovation, to inform proactive changes to access and affordability programs
Supports a culture of learning, smart risk-taking and experimentation within team and through supplier partners
Creates an inclusive and equitable environment in support of the company’s commitment to equal employment opportunity and the value of a diverse workforce
Model ethicals, Credo-based leadership with deep knowledge and respect for legal and compliance requirements

Benefits

Consolidated retirement plan (pension)
Savings plan (401(k))
Long-term incentive program
Vacation –120 hours per calendar year
Sick time - 40 hours per calendar year
Holiday pay, including Floating Holidays –13 days per calendar year
Work, Personal and Family Time - up to 40 hours per calendar year
Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child
Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year
Caregiver Leave – 80 hours in a 52-week rolling period
Volunteer Leave – 32 hours per calendar year
Military Spouse Time-Off – 80 hours per calendar year