TRUMATCH Senior Case Manager (Orthopedics)

Johnson & Johnson Innovative Medicine•Warsaw, IN

About The Position

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at https://www.jnj.com We are searching for the best talent for a TruMatch Senior Case Manager to be located in Warsaw, Indiana. About Orthopaedics Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments. Are you passionate about improving and expanding the possibilities of Orthopaedics? Ready to join a team that’s reimagining how we heal? Our Orthopaedics teams help keep more than 6 million people moving each year while delivering clinical and economic value to surgeons and healthcare systems. Our teams build solutions for joint reconstruction; trauma and craniomaxillofacial; sports, extremities, and elective foot and ankle; spine; and robotics and digital surgery. Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech Purpose: The TruMatch Senior Case Manager is an essential member of the TruMatch Case Management team. The TruMatch Senior Case Manager serves as a primary point of contact for customers including surgeons, sales associates, patients, and imaging centers worldwide. This position requires a high level of integrity and dedication to meeting all customers’ requests promptly and accurately in a fast-paced setting.

Requirements

Minimum of 5 years in patient or customer facing role.
Bachelor’s degree required.
Life sciences, biomedical, imaging, healthcare or related fields preferred.
Previous leadership experience coaching and managing direct reports preferred.
Experience in handling customer phone calls and emails, including technical support preferred.
Experience with Customer Relationship Management (CRM) software and tools preferred.
Knowledge of SAP and related ERP systems preferred.
Familiarity with Agile Methodology and software bug and enhancement ticketing/reporting preferred.
Ability to take initiative to improve processes and work with limited supervision.
High degree of professionalism with strong verbal and written communication skills.
Analytical and active listening skills that will lead to correct pathways to solve problems and offer solutions.
Strong interpersonal communication skills with experience working in team-oriented project groups.

Responsibilities

Perform coordination and tracking duties on active patient cases.
Handling case tracking inquiries, collaborating with design and manufacturing teams to prioritize cases, generating status reports and performing transactions in cloud-based case management system to ensure production timelines are achieved.
Educate sales associates and health care professionals with product offerings and troubleshoot technical challenges in navigating multiple customer web portals.
Direct collaboration with all internal production departments, development engineers and marketing managers.
Direct collaboration with internal and external groups including vendors for logistical support.
Serve as liaison between imaging center and DICOM vendor to ensure images are received in proper format.
Download/review patient scan DICOM images to support verification checks passing imaging protocol.
Create case in cloud-based management system and verify/compare patient information in the system.
Advise and collaborate across functional teams on patient cases needing additional review.
Educate imaging center personnel on Imaging Protocol and assist with technical questions; as well as additional tasks as required.
Coach and lead direct reports to achieve target metrics and customer SLA’s