Associate Director, Patient Service Center

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

Job Function:

Customer Management

Job Sub Function:

Customer Service Operations

Job Category:

People Leader

All Job Posting Locations:

Orlando, Florida, United States of America, Phoenix, Arizona, United States, Pittsburgh, Pennsylvania, United States of America, Raleigh, North Carolina, United States

Job Description:

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

We are searching for the best talent for an Associate Director, Patient Service Center to be located in Pittsburgh, PA; Raleigh, NC; Orlando, FL or Phoenix, AZ.  You must reside in one of the cities to be considered.

#Li-Remote

Summary:

The Associate Director of Operations for Patient Service Center (PSC) is responsible for leading a team to deliver efficient, compliant, and high-quality services to patients, providers, and clients across patient support programs. They will serve as a point of contact for commercial requests and communication. This role ensures operational excellence, regulatory compliance, and continuous improvement in all program activities.

Responsibilities:

• Lead, mentor, and motivate team members to achieve performance goals and high customer satisfaction.
• Manage day-to-day operations, ensuring adherence to policies, procedures, and service level agreements (SLAs).
• Develop and implement operational policies, procedures, and standards to optimize performance and compliance.
• Monitor key performance indicators (KPIs) and identify areas for operational improvement.
• Ensure all operations follow industry regulations and company standards.
• Analyze customer feedback to drive service enhancements and resolve issues.
• Collaborate with cross-functional teams and external partners to streamline processes and improve workflow in a respectful and positive manner.
• Conduct scheduled collaborative meetings with brand point of contact to communicate status of program initiatives, status of referrals, workflows, and potential enhancements.
• Supervise, coach, and mentor a team of direct and indirect reports, ensuring excellent patient service.
• Foster a positive, inclusive, and high-performance work culture.
• Responsible for the creation and delivery of presentations to internal and external stakeholders surrounding the program contractual compliance, status of patient care, successes in operations, opportunities for improvement and quarterly business reviews.
• Strong compliance approach, ensuring teams have clear understanding of patient privacy laws.
• Stay abreast of industry trends and regulatory updates that may impact program delivery.
• Up to 30% of travel required
• Other duties as assigned.

Required Qualifications:

• Bachelor’s degree
• A minimum of 10 years pharmaceutical experience preferably in HUB /specialty pharmacy operations, patient support, or healthcare/pharma operations.
• Experience in a broad spectrum of disease states and therapeutic areas
• Strong understanding of call center operations, KPIs, and healthcare regulations
• Proven leadership skills with the ability to inspire and motivate a team, while also maintaining accountability.
• Experienced with using call center software, CRM tools, and Microsoft Office Suite.
• Proven ability to work efficiently in a matrix environment with cross functional teams.
• Strong analytical skills and experience with data analytics, reporting, and digital tools used in HUB operations.

Preferred Qualifications:

• Advanced degree in related field
• Experience in Oncology, Immunology, ra