Johnson & Johnson

Associate Director, Oncology Internal Contact Center Strategy

Johnson & Johnson

full-time

Posted on:

Location Type: Hybrid

Location: Horsham • New Jersey • Pennsylvania • United States

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Salary

💰 $122,000 - $212,750 per year

Job Level

Senior

About the role

  • 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.

Requirements

  • Bachelor's degree required.
  • A minimum of 7 years of healthcare business experience, with a minimum of 3 years of experience in the pharmaceutical industry.
  • Experience in at least one of the areas below is required (a mix of experiences across several of these domains is preferred): Patient access and affordability, healthcare patient experience, reimbursement strategy and operations experience, call center strategy and operations, understanding of data and systems for payers, specialty pharmacy, providers, patients access vendors and financial support resources in the US market.
  • Ability to lead without direct authority and influence a diverse group of team members to inspire change in a matrixed organization is required; comfort working in “white space” preferred.
  • Applying an understanding of value-based healthcare economics, systems, payment and delivery models, and the roles of the payor, provider and patients in reimbursement decisions and how they impact marketing, access and affordability preferred.
  • Conceptual understanding of data platforms, flow of information and technology platforms to design and deliver compliant patient access programs preferred.
  • Analytics translation with strong ability to interpret data and make informed projections/assertions to support a business strategy and metrics to assess success is preferred.
  • Strong verbal and written communication skills including the ability to simplify the complex, connect with an audience, and effectively use communication to influence and engage across all levels of the organization.
  • Excellent interpersonal skills with a demonstrated track record for forging strong, productive relationships with a diverse array of stakeholders and colleagues.
  • Effectively work in a team environment that will require you to coordinate activities and build partnerships across multiple internal/external organizations.
  • Skilled in using personal knowledge and any other available resources to resolve problems for customers and ensure their satisfaction. Exhibits a growth mindset, embracing new challenges, taking smart risks, and persisting through adversity.
  • Eager to set ambitious goals and take ownership for results. Proactive with defining actions and following through.
  • Can dynamically adjust priorities due to changing circumstances. An agile learner who is comfortable operating in a complex environment.
  • Demonstrates conviction, proactivity and persistence when influencing others and overcoming resistance.
Benefits
  • Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).
  • Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits: Vacation –120 hours per calendar year.
  • Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year.
  • Holiday pay, including Floating Holidays –13 days per calendar year.
  • Work, Personal and Family Time - up to 40 hours per calendar year.
  • Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child.
  • Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year.
  • Caregiver Leave – 80 hours in a 52-week rolling period.
  • Volunteer Leave – 32 hours per calendar year.
  • Military Spouse Time-Off – 80 hours per calendar year.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
healthcare business experiencepharmaceutical industry experiencepatient access and affordabilityhealthcare patient experiencereimbursement strategy and operationscall center strategy and operationsdata systems for payersspecialty pharmacyanalytics translationvalue-based healthcare economics
Soft Skills
leadership without direct authorityinfluence in a matrixed organizationstrong verbal communicationstrong written communicationinterpersonal skillsteam coordinationproblem resolutiongrowth mindsetproactive ownershipagile learning
Certifications
Bachelor's degree