PATIENT ENGAGEMENT AND CUSTOMER SOLUTIONS (PECS) OPERATIONAL EXCELLENCE SPECIALIST

Janssen Ortho, LLC, a member of the Johnson & Johnson Family of Companies, is recruiting for a Patient Engagement and Customer Solutions (PECS) Operational Excellence Specialist! This will be an office-based 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.
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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.
Johnson & Johnson recognizes this, and wants to create an experience that is personalized, helpful, and hopeful.
PECS is committed to setting the standard on Patient Experience (Px), building more personalized, seamless, and supportive experiences adding new value across patient journey to business partners to help patients start and stay on treatments across the portfolio.
A meaningful aspect of patient unmet need includes helping them start and stay on their medicine for the best chance at treatment success.
PECS organization serves patients, during their treatment journey with Johnson & Johnson therapies, to help overcome challenges to fulfillment, on-boarding, and adherence.
The Operational Excellence Specialist is responsible for the compliant design, implementation, and operational oversight of the different patient support programs applying Project Management methodologies to deploy strategic projects aimed at reducing variation, create customer value and eliminating waste within all PECS workstreams.
This requires strong partnering with a diverse set of internal and external collaborators at all organizational levels to meet the Johnson & Johnson Key Assets portfolio strategic imperatives that seeks to offer the best patient experiences in the market.
Also, includes harnessing technology and other innovations to improve the health of those we serve focusing on exceptional patient/consumer experience and improved system performance by embedding operational excellence pillars.
strategy deployment, performance management, lead dedication workstreams and implement a culture of process excellence.
The Specialist will plan, lead, and handle sophisticated and valuable projects.
Will use project management techniques in partnership with project sponsors and process owners to achieve improvement goals for each assigned project.
Projects involve partners across the various functional and service areas in PECS.
For each project, the Specialist will develop project plans and timelines, while bringing together resources as needed.
Will engage with technology partners and other internal collaborators to evaluate and implement tools to standardize workflows, transform processes and progress from volume to value.
The Operational Excellence Specialist is also responsible to support PECS Director in the design, implementation, and operational oversight of local current start & stay programs to enhance current patient experience.
Also will collaborate with vendors on the development of SOP’s and relevant KPI’s that compliantly define the implementation monitoring and improvement of patient support programs.
Key Responsibilities.
Lead patient experience through mapping and research to uncover insights and opportunities to deliver a satisfying experience to patients along their treatment journey, focusing on continuous measurement and optimization of programs.
As a liaison between fields and Johnson & Johnson Patient Service Center identify enhancement areas, recommend, and influence North America team to implement them to address specific market patient needs across all brands.
Analyze program data/insights to find opportunities for improvements and efficiencies and is responsible to create and action plan to implement them and monitor improvements.
Interpret results of data and understands business implications that are important to partner and ensures execution of these into HUB operations.
Partner with Business Unit Directors, Regional Sales Managers, SCG Managers and Key Account Specialists to develop targeted access messaging to improve provider perceptions of access as part of the Integrated Strategic Teams of each franchise and the annual business planning process.
Responsible for the CAC submission / review/approval process in the event of new strategies or tools.
Responsible for monitoring continuous data points to ensure process changes achieved high quality, measurable, and sustainable results.
Seeks knowledge of industry trends, regulations, and emerging innovations that impact the organization.
Helps the organization learn and adapt to change.
Demonstrates a commitment to customer service by providing responsive and effective support, developing solid working relationships with end user customers, and delivering high-quality, valuable services that exceed customer expectations.
Act with a sense of urgency to address critical enhancements for start & stay programs.
Partner with managed care colleagues to understand current policies and potential future changes.
Grow the knowledge of hub and specialty distribution channels to improve practice and patient support needs.
Collaborate with internal J&J departments such as marketing, sales, medical science, SCG, HCC, and PECS.
Implement business in accordance with the highest ethical, legal, and compliance standards, including timely and successful completion of all required training.
Qualifications Education.
A minimum Bachelor's degree and/or equivalent degree required, Master's degree is preferred.
Experience and Skills.
Required.
Minimum 2 years of relevant professional experience Experience in leading Projects Experience in designing market research Knowledge in the specialty therapy ecosystem in Puerto Rico Deep patient journey understanding Ability to establish relationships, collaborate, and influence business partners across the organization Problem-solving ability to navigate exciting scenarios and identifies solutions in a timely and efficient manner Experience in working with patient support programs services Experience in budget management Excellent communication skills English and Spanish (written and verbal) and efficient follow-through Preferred.
Experience in Business Administration, Marketing, Project Management, Access & Fulfillment within the Pharmaceutical and MedTech Industries Meeting facilitation and project management skills are highly preferred Understanding of Medicare, Medicaid, and private payer initiatives affecting reimbursement of pharmaceutical and biotechnology products Proficiency in Microsoft Office applications (i.
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Word, Excel, etc) Other.
Must have a valid Puerto Rico driver’s license and a driving record in compliance with company standards Requires up to ten percent (10%) of travel time 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 (http://www.
areers.
nj.
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