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

  • 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.
  • Partner with PSC and multiple vendors across IT, PECS, and other external/internal partners to co-develop solutions that can positively impact the patient access experience.
  • Create and/or enhance a solution experience that delivers on patient need and positively differentiates J&J Innovative Medicine from competition, utilizing cutting edge technology solutions.
  • Use patient analytics, voice of customer, internal and external benchmarking, and compliant monitoring to inform continued optimization of program performance; Identify solution enhancements including capabilities, training, technology, tools, and staffing and support sharing of best practices across the portfolio; effectively communicate and manage internal and external stakeholders to ensure successful delivery.
  • Support the continued program enhancement and optimization with partner suppliers in accordance with regulations & internal policy.
  • Define and establish metrics and goals for access program awareness and utilization to drive accountability and share results with key stakeholders.
  • Uncovering and addressing the needs of underserved populations for affordability solution awareness and enrollment.
  • Support the planning efforts for communications (targeting, messaging, creative, channels) and training in support of existing programs - influencing indirectly through brand, patient and professional marketing teams.
  • Support a culture of learning, smart risk-taking and experimentation.
  • Create an inclusive environment in support of the company’s commitment to equal employment opportunity and the value of a diverse work force.
  • Model ethical, Credo-based leadership with deep knowledge and respect for legal and compliance requirements.

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.
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)).
  • 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
patient accessaffordability solutionshealthcare patient experiencereimbursement strategycall center operationsdata systems for payersspecialty pharmacyanalytics translationvalue-based healthcare economicscompliant patient access programs
Soft Skills
leadership without direct authorityinfluence diverse teamsinspire changecommunicationcollaborationproblem-solvingadaptabilitycultural inclusivityethical leadershipstakeholder management
Certifications
Bachelor's degree