Director of PSC Operations

Johnson & Johnson

Johnson & Johnson healthcare leader overseeing Patient Service Center operations, patient access, reimbursement, and copay assistance programs. Driving compliance, KPIs, budgets, scalability, and pharmaceutical client partnerships across a matrixed organization.

Posted 8/11/2026full-timeRemote • Arizona, Florida, New Jersey, North Carolina, Pennsylvania, Texas • 🇺🇸 United StatesLead💰 $150,000 - $258,750 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in operational leadership within the healthcare and pharmaceutical sectors, focusing on patient access programs, compliance, and budget management. Proven ability to drive strategic initiatives, enhance service delivery, and foster long-term client relationships.

Highest-signal resume keywords

Operational LeadershipPatient Access Programs ManagementBudget ManagementRegulatory Compliance (HIPAA, FDA)Cross-Functional Team Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalyticsPatient Support Program DevelopmentReimbursement ModelsContact Center ManagementOperational Metrics ManagementHealthcare Industry KnowledgeOncology ExperienceImmunology ExperienceRare Diseases ExperienceVendor Management

Soft Skills

Excellent Communication SkillsMentoring and DevelopmentCollaboration with Senior Leadership

Tools & Technologies

Digital Tools for HUB Operations

Certifications & Qualifications

Bachelor’s Degree in Healthcare, Business, or Related FieldMaster’s Degree or MBA (Preferred)

Industry Keywords

Patient Service Center (PSC)Pharmaceutical Industry DynamicsCompliance StandardsContinuous ImprovementOperational Scalability

About the role

Key responsibilities & impact

Help define and execute the strategic vision and growth plans for Patient Service Center (PSC) in partnership with executive leadership
Collaborate with stakeholders from PECS Solutions, Compliance, JJIT, and Commercial Lead partners
Lead development and implementation of PSC support programs covering access, education, reimbursement, and copay assistance
Oversee daily PSC operations, including patient access, call center, data management, and client services
Ensure operational efficiency, scalability, regulatory compliance, and adherence to industry standards
Serve as a subject matter expert for pharmaceutical clients and ensure satisfaction and long-term partnerships
Manage budgets, financial targets, and resource allocation for HUB Services
Monitor KPIs and drive continuous improvement in service delivery and accountability
Mentor and develop PSC leadership and staff
Travel up to 25% of the time
Perform other duties as assigned

Requirements

What you’ll need

Bachelor’s degree required in healthcare, business, or a related field
Minimum of 10 years of relevant industry experience in healthcare, biotech, pharmaceutical, or specialty pharmacy services
Minimum of 5 years of experience managing contact center services or patient access programs
Experience in operational leadership and client-functional and/or client-facing responsibilities
Proven ability to deliver innovative solutions and drive operational excellence
Deep understanding of pharmaceutical industry dynamics, reimbursement models, regulatory requirements such as HIPAA and FDA, and patient access challenges
Experience in Oncology, Immunology, or rare diseases
Proven track record managing budgets and operational metrics
Experience leading cross-functional teams
Excellent written and verbal communication skills
Strong understanding of data analytics and digital tools used in HUB operations
Travel up to 25% of the time
Preferred: Master’s degree, MBA, or other relevant graduate degree
Preferred: Experience with Commercial, Medicare, and Medicaid insurance design and patient out-of-pocket dynamics
Preferred: Experience developing and implementing patient support, access services, and copay assistance programs
Preferred: Vendor management and oversight of external contact center and/or eService vendors
Preferred: Experience collaborating with senior leadership and cross-functional teams
Preferred: Experience in a fast-paced, highly regulated environment focused on continuous improvement and operational scalability

Benefits

Comp & perks

Retirement plan (pension)
Savings plan (401(k))
Long-term incentive program
Vacation – 120 hours per calendar year
Sick time – 40 hours per calendar year; 48 hours for employees residing in Colorado; 56 hours for employees residing in Washington
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
10 days Volunteer Leave – 32 hours per calendar year
Military Spouse Time-Off – 80 hours per calendar year
Inclusive interview process and accommodation support