MANAGER, PROGRAM OPERATIONS AND ANALYTICS, CAR-T PATIENT SUPPORT SOLUTIONS-HORSHAM, PA 

Manager, Program Operations and Analytics, CAR-T Patient Support Solutions About Us J&J Innovative Medicine, is recruiting for a Manager of Program Operations and Analytics, CAR-T Patient Support Solutions, located in Horsham, Pennsylvania.
At J&J Innovative Medicine, what matters most is helping people live full and balanced lives.
We focus on treating, curing, and preventing some of the most devastating and complex diseases of our time.
We pursue the most promising science, wherever it might be found.
J&J Innovative Medicine delivers on the promise of new treatments and ways to improve the lives of individuals with serious diseases.
Built upon a legacy of creative firsts, J&J Innovative Medicine pursues advancing patient care with immunology and oncology solutions.
Please visit www.
nj.
om for more information.
We are J&J Innovative Medicine.
Our mission drives us.
Our patients inspire us.
We collaborate with the world for the health of everyone in it! Ciltacabtagene autoleucel (cilta-cel/JNJ-) is J&J Innovative Medicine’s novel, cell-therapy treatment whereby a patient’s immune cells are collected, shipped to the manufacturer, and genetically modified to be reinfused as a drug product into the patient.
CAR-T requires a high degree of coordination across supply chain/commercial organizations and the hospital administering this treatment.
Job Description At J&J Innovative Medicine, we are raising the bar on customer experience in the pharmaceutical industry.
Our Patient Support Solutions team supports eligible cancer patients and their caregivers through their CAR-T journey.
We are deeply committed to providing patients/caregivers with an exceptional service experience, so they are well-positioned for treatment and to receive care.
The Manger, Program Operations and Analytics, CAR-T Patient Support Solutions will be responsible for supporting the MyCARVYKTI patient support program.
This role will specifically support reimbursement operations & evolution, data and analytics reporting, synthesis of customer insights, and training of the call center team on reimbursement-related aspects of the program.
Your will work closely with the entire team including Patient Support Reimbursement Team and Patient Support Specialist Team in our call center.
Your role will be to help us continue to optimize the program as we anticipate significant growth while still needing to provide best-in-class service for our patients and caregivers.
This role requires 3 days in-office (Horsham).
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, the decision to start or stop a treatment is overwhelming.
J&J Innovative Medicine recognizes this, and wants to create an experience that is personalized, helpful, and hopeful.
The Manager, Program Operations and Analytics, CAR-T Patient Support Solutions will be a versatile leader who will support the overall reimbursement strategy and evolution, data and analytics automation, business planning process, and training program supporting our call center.
Key Roles and Responsibilities include.
Become an expert in the MyCARVYKTI program to help support the needs of the call center team and our patients while ensuring a best-in-class experience as the program continues to grow Analyze the MyCARVYKTI reimbursement operational process within Salesforce and identify opportunities to optimize and enhance our workflow for greater efficiency while still delivering best-in-class experience for our patients and caregivers Implement identified reimbursement efficiencies to support program growth and improve the customer experience Lead reimbursement agency supplier through day-to-day program needs, customer escalations, program enhancements, and monthly budget check-ins Develop, monitor, and adapt Key Performance Indicators that will provide data driven insights to enhance operational performance in support of future program growth Develop and implement performance dashboards and technology process automation solutions to enhance operational & program performance reporting Develop and maintain monthly scorecard & quarterly business reviews Collaborate with Patient Support Solutions Team, including the call center, to deliver improvements in patient support data quality and reliability Lead the Patient Support Solutions Data Committee that will ensure timely data reporting automation, identify data inconsistencies, ensure data quality, and risk mitigate any data issues Help support the Patient Support Solutions Customer Insights Committee focused on identifying qualitative feedback to support monthly and quarterly data presentations with insights and CARVYKTI patient/caregiver stories/feedback Develop training presentations, work instructions and conduct workshops to train call center team on data/operational improvements, changes to reimbursement, and SOP updates Collaborate with the Patient Support Solutions Team to help support the annual business planning process by leading the data/analytics and reimbursement portions of the plan Assist in planning and execution of technology grooming/development and user testing sessions to develop new tools or solutions to improve program performance that lead to operational efficiencies Oversee program governance and monitor Salesforce case audits to ensure the call center is performing consistently and compliantly across patient cases Ensure business continuity and regularly monitor/update risk mitigation strategies 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.
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 thrive working in a fast-paced environment and 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 Bachelor’s degree required A minimum of 5 years of relevant operations and analytics experience is required Advanced proficiency with MS Excel is required; MS PowerPoint, Project Management software, and experience with one or more of the following platforms.
Salesforce, Tableau, Alteryx, Python, SQL, highly preferred Experience in creating and improving operational processes, required Strong ability to manage and oversee supplier partners who provide critical program services, required Shows ability to organize, integrate and analyze complex data sources from internal teams and systems to produce cohesive insights that inform continuous program experience improvements, required Strong project management skills with the ability to complete tasks with sense of urgency while managing multiple requests and projects simultaneously, highly preferred Strength in storytelling, data visualization and developing effective and insightful presentations, required Strong verbal, written and interpersonal communication skills, detail-oriented, analytical/problem solving, negotiation, learning agility and success solving ambiguous business issues in a complex fast-paced operational environment, required Proven teamwork skills in a cross-functional environment; ability to motivate and empower team members, set, and manage expectations, required Ability to understand, apply and abide by applicable FDA regulations and company operating procedures, processes, policies, and rules, required Ability to remain calm, compassionate and empathetic in stressful and urgent situations, strongly preferred Ability to lead teams in a hybrid environment and develop those individuals to meet the future needs of the business is required.
At least two years of experience in people management is strongly preferred Diversity & Inclusion.
Create an inclusive environment in support of the company’s commitment to equal employment opportunity and the value of a diverse work force, required Leadership & Ethics.
Model ethical, Credo-based leadership with deep knowledge and respect for legal and compliance requirements, required Travel.
This position is based in Horsham, PA and may require occasional travel to other J&J facilities including Titusville, NJ.
10% of travel Johnson & Johnson Family of Companies are equal opportunity employers, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.