Shipment Setup Specialist

Johnson & Johnson • Pittsburgh, PA

77d • Remote

About The Position

The Shipment Setup Specialist is a professional client facing role responsible for various functions, including accurate and timely response to client inquiries regarding patient-specific programs, performing shipment set up, enrollment of patients into a safe return program, and completing detailed documentation in various computer systems to ensure patients get their therapy in a quick and efficient manner from the Non-Commercial Pharmacy. This role involves conducting initial and refill calls to patients, maintaining communication with healthcare providers, and ensuring compliance with patient privacy laws and regulatory standards.

Requirements

• High school diploma
• Minimum 2 years' experience in a pharmacy or healthcare setting
• Minimum 2 years' experience as a case manager or call center representative
• Ability to communicate effectively both orally and in writing with a focus on customer satisfaction
• Empathy, drive and commitment to exceptional service
• Ability to build productive internal/external working relationships
• Ability to proficiently use Microsoft Excel, Outlook and Word

Nice To Haves

• Undergraduate degree
• Bilingual Spanish speaking and writing

Responsibilities

• Conduct initial and refill calls to patients informing them of available services as well as future targeted outreach to provide ongoing support.
• Complete shipment setup in the non-commercial pharmacy dispensing system.
• Ensure all calls are documented in various computer systems following business standards.
• Maintain frequent touchpoints through the outreach process to communicate progress to patients throughout their journey.
• Provide support, education, and status updates to regionally aligned field teams, HCP offices, and patients to ensure efficient referral processing, triaging, and shipment setups.
• Demonstrate the ability to prioritize and balance the needs of patients and HCP offices while meeting business needs.
• Provide concierge-level service to internal and external customers.
• Resolve any customer and client requests in a timely and accurate manner and escalate appropriately.
• Maintain frequent phone/email contact with internal operational staff. Utilize outbound faxes, internal systems, email alerts, and mailings per program guidelines.
• Strong compliance mindset, demonstrating clear understanding of patient privacy laws, regulatory standards and adverse event reporting.
• Coordinate shipments to HCP offices through utilization of an online shipment portal.
• Active participation in building and maintaining respectful, collaborative team relationships, exercising, and encouraging positivity.
• Other duties as assigned.

What This Job Offers

• Industry: Chemical Manufacturing
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees