Associate Director, Oncology Internal Contact Center Strategy

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 jnj.com

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world.  We provide an inclusive work environment where each person is considered as an individual.  At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Customer Management

Job Sub Function:

Customer Service Operations

Job Category:

Professional

All Job Posting Locations:

Horsham, Pennsylvania, United States of America, Titusville, New Jersey, United States of America

Job Description:

Johnson & Johnson Innovative Medicine is recruiting for an Associate Director, Oncology Internal Contact Center Strategy located in Titusville, NJ or Horsham, PA.

About Innovative Medicine

Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow.

Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way.

Learn more at https://www.jnj.com/innovative-medicine

Job Description

An important aspect of patient unmet need includes helping them start and stay on their medicine for the best chance at treatment success. The Patient Engagement and Customer Solutions (PECS) organization serves patients, during their treatment journey with J&J Innovative Medicine therapies, to help overcome challenges to fulfillment, on-boarding and adherence. 

The Associate Director, Oncology Internal Contact Center Strategy will support the evolution of our existing programs and processes through the new PSC delivery model across the J&J Innovative Medicine Oncology portfolio.  You will be a member of the broader PSC Innovation and Implementation team, working closely with the PECS patient experience teams and other patient solutions teams to deliver, measure and optimize the patient journey, ensuring that more patients can start and stay on therapy. You will also work collaboratively with the brand marketing, access, and field teams to deliver a patient experience that delights the patient and supports business strategy and objectives. This position is responsible for helping to identify, co-create, operationalize and optimize the solutions needed to support patients as they seek to start and stay on their prescribed treatment. Your work will directly impact the team’s ability to offer a seamless and intuitive path for patients to start their treatment; while providing confidence they will be supported throughout their time on treatment with minimal burden to office staff.

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.

Day-to-day Responsibilities

The Associate Director, Oncology Internal Contact Center Strategy will have a hand in compliantly developing and implementing best in class access & affordability solutions through the new PSC delivery model in service to patients. Their day-to-day responsibilities include:

• Access Strategy: Identify, design and compliantly implement innovative solutions and shape the patient access services portfolio into a complete, inter-connected and digital experience for the patient that is communicated clearly and supports patient starts and stays.
• Collaborate: Partner with PSC and multiple vendors across IT, PECS, and other external/internal partners to co-develop solutions that can positively impact the patient acc