MANAGER, PATIENT AND CAREGIVER SOLUTIONS-TITUSVILLE, NJ/HORSHAM, PA

At Johnson & Johnson Innovation Medicine (J&J IM), what matters most is helping people live full and healthy lives.
We focus on treating, curing, and preventing some of the most devastating and complex diseases of our time.
And we pursue the most promising science, wherever it might be found.
We are J&J IM.
Our mission drives us.
Our patients inspire us.
We collaborate with the world for the health of everyone in it.
J&J IM is committed to raising the bar on patient experience (Px), building a new center of excellence – the Patient Engagement and Customer Solutions (PECS) organization – that will create more personalized, seamless, and supportive experiences for patients starting treatments across the J&J IM portfolio.
Patient and Caregiver Solutions is responsible for leading the strategy and continuous optimization of patient and caregiver support services across the J&J IM NA portfolio of brands.
You will be responsible for developing, implementing, and evolving patient and caregiver support across the J&J IM portfolio.
In this role, you must build and maintain strong working relationships with Patient Experience Teams, Brand Teams, JJ Technology, Commercial Excellence, SalesTraining, Procurement, Legal, Finance, Healthcare Compliance, Privacy, Policy, and Advocacy.
A Day in the Life Every patient’s healthcare experience is unique – shaped by personal experiences and beliefs, the presence or absence of support networks, provider and payer dynamics, and socioeconomic factors.
For many patients and their caregivers, the decision to start or stop treatment is overwhelming.
J&J IM recognizes this and wants to create an experience that is personalized, helpful, and hopeful.
Day-to-day responsibilities for the Manager, Patient and Caregiver Solutions include.
Px Solution Strategy & Design.
Partner closely with Px strategy leads, brand teams, and agency to inform the patient and caregiver needs and ideal Px experience; Use trends in program utilization, voice of patient, voice of customer, and industry trends to drive recommendations for existing patient support programs and future evolution Px Requirements.
Support the development of detailed functional, design requirements, and service integrations for patient and caregivers support programs; partners across PECS solutions teams to create an integrated experience Integrated Px.
Partner with Px solutions and cross-functional teams to deliver an integrated, seamless, and personalized end to end experience for patients and their caregivers Operational Excellence.
Use patient analytics, voice of customer, internal and external benchmarking, and compliance monitoring to inform continued optimization of program performance (KPI attainment, efficiency, cycle time); Identify operational enhancements including training, technology, tools, staffing, and incentives and support sharing of best practices across the portfolio; effectively communicate and manage internal and external stakeholders to ensure successful operational delivery Program Operations & Compliance.
Support the program development & launch with partner suppliers in accordance with regulations & internal policy.
This includes program approvals (legal, compliance, privacy), SOPs, training, and compliance monitoring Measurement & Reporting.
Partners to develop goals and KPIs that reflect PAH adherence strategies; presents performance summaries (operational, impact, and behavioral metrics) Budgeting.
Proactively monitors and manages spend with associated initiatives Strategic Planning.
Monitor trends in patient support innovation, and patient engagement to inform proactive changes to patient and caregiver initiatives Culture.
Foster a culture of learning, risk-taking and experimentation within team and through supplier partners Diversity, Equity, and Inclusion.
Foster an inclusive and equitable environment in support of the company’s commitment to equal employment opportunity and the value of a diverse workforce Leadership & Ethics.
Model ethical, Credo-based leadership with deep knowledge and respect for legal and compliance requirements About You You are compassionate and empathetic, putting yourself in the shoes of the patients you support and the providers who care for them.
You are passionate about delivering a great support experience that patients will remember and want to tell other people about – and you hold your team and your suppliers to that high standard.
You welcome the challenge of working in a highly visible, highly accountable role where you can meaningfully impact the health and wellbeing of others.
You feel energized to be part of a team that is building new capabilities and ways of working.
You consistently deliver great results, but even when you fall short – you learn from it.
Qualifications Education and work experience.
A minimum of 5 years of healthcare business experience (EX.
customer service, sales, marketing, payer/access experience, analytics, hospital, advocacy, startup, design) is required, of which 3 years is demonstrated in Consumer Marketing, Management Consulting, Patient Marketing, Patient Support Services, or related fields is preferred Ability to partner and work with multiple agencies/vendors, manage budgets and projects, cross-functionally, cross-geography, and with cross-company teams Experience managing multiple demands and priorities on time, leading without authority, gaining alignment, and driving decision-making is crucial to the success of this position The ability to tell a compelling story – leveraging strong verbal and written communication skills – is required Ability to be creative, enthusiastic, and strong analytically, with excellent overall business insight and patient empathy Working across a matrixed organization Communication.
Excellent oral and written communication skills Relationship building.
Excellent interpersonal skills with a demonstrated track record for forging strong, productive relationships with a diverse array of customers and colleagues.
Collaboration.
Effectively work in a team environment that will require you to coordinate activities and build partnerships across multiple internal/external organizations.
Resourcefulness.
Skilled in using personal knowledge and any other available resources to resolve problems for customers and ensure their satisfaction.
Accountability.
Eager to set ambitious goals and take ownership for results.
Proactive defining actions and following through.
Flexibility.
Can dynamically adjust priorities due to changing circumstances.
An agile learner who is comfortable operating in complex environments.
Travel.
This position is based in Horsham, PA and or Titusville, NJ and may require up to 25% domestic travel.
The base pay range for this position is $ to $.
The Company maintains highly competitive, performance-based compensation programs.
Under current guidelines, this position is eligible for an annual performance bonus.
The annual performance bonus is a cash bonus intended to provide an incentive to achieve annual targeted results by rewarding for individual and the corporation’s performance over a calendar/performance year.
Bonuses are awarded at the Company’s discretion on an individual basis.
Employees may be eligible to participate in Company employee benefit programs such as health insurance, savings plan, pension plan, disability plan, vacation pay, sick time, holiday pay, and work, personal and family time off in accordance with the terms of the applicable plans.
Additional information can be found through the link below.
Information on benefits can be viewed by following this link.
https://www.
areers.
nj.
om/employee-benefits Johnson & Johnson is an Affirmative Action and Equal Opportunity Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.
areers.
nj.
om.