Senior Director, Patient Service Center (PSC) Innovation & Implementation

Sr. Director, Patient Service Center (PSC) Innovation & Implementation

Johnson & Johnson Innovative Medicine is committed to setting the standard on patient and customer experience and is recruiting for a Sr. Director, Patient Service Center (PSC) Innovation & Implementation, to be located in Horsham, PA or Titusville, NJ.

The Sr. Director, PSC Innovation & Implementation will have responsibility to guide a team passionate about refining, enhancing, and expanding Johnson & Johnson Innovative Medicine's HUB (Patient Service Center - PSC) and Noncommercial Pharmacy (Access Therapy Center – ATC) capabilities. Key areas of focus include:

• Leading continued optimization of the patient and customers experiences delivered through the PSC/ATC model, for the Immunology and Oncology portfolios.
• Driving the design, build and implementation of new product launches, indication expansions, and customer experience innovations across all access and fulfillment programs.
• Integrating with therapeutic area and Patient Experience Leadership Teams to design optimized end-to-end patient journeys and prioritization of projects that support overall business priorities.
• Collaborate with the PSC/ATC leadership to ensure program design is delivered with awareness and inclusion of operational considerations and needs.
• Innovating across technology platforms (AI, CRM, Pharmacy Software, Telephony, etc) to enhance experience and efficiency in overall Cx Delivery Models.

Successful candidates will have a track record of leading across a highly matrixed environment, driving accountability for results, deep knowledge of the external environment in the A&F space (Market Access, PBM Strategy, SP Dynamics, etc) as well as a strong grounding in J&J IM Cx service offerings (Benefits Investigation, Cost Support/Savings, Goods at No Cost Programs, etc). The Sr. Director for P, I&I will be the driver of the future strategic vision for the PSC model. This includes identification of partners, technologies, and innovative ways that allow Johnson & Johnson Innovative Medicine to become a market leader in supporting patients in our noncommercial patient assistance programs. Strong partnership and collaboration with PSC Operations (a team of ~700+) across all levels of the organization will be required for successful performance and evolution of the overall operating model.

The position reports to the VP of Patient Engagement and Customer Solutions (PECS) and will partner directly with all PECS solutions leads to drive a seamless E2E patient experience.

Key Experiences/Competencies

Every patient's healthcare experience is unique – crafted 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 treatment is overwhelming. Johnson and Johnson Innovative Medicine recognizes this, and wants to build an experience that is personalized, helpful, and hopeful.

The Sr. Director, PSC Innovation & Implementation contributes to a team in service to our patients. Key components of the Career Experience Framework required for success in this role include:

• Working Across the Value Chain: Key responsibilities include ensuring seamless new product and indication launches across the full breadth of the U.S. Immunology and Oncology portfolios, driving innovative and technologically based solutions inclusive of next-generation AI initiatives and CRM capabilities.

• Driving Business Transformation and Change: Large scale business transformation for an <18 month 'start up' organization within the strength of a 139-year-old company. Develop and deliver new business models to address the evolving healthcare ecosystem with a particular focus on unlocking the capabilities of a covered entity.

• Leading as a General Manager: Accountability for the role that implementation and execution of patient and customer services has for organic growth of the J&J IM portfolio, leading across a highly matrixed environment of Operations, Px, Brand, and Solutions team members to drive trade off analysis, prioritization and completion of key growth initiatives.

• Building Perspective: Leading a large-scale team across a highly complex operating model, therapeutic area diversity and leadership exposure driven by balancing priorities across multiple operating company objectives, driving the utilization of advanced technologies for innovative and efficient solutions.

• Culture: Champion a culture of learning and innovation within team and through supplier partners

About You

You are compassionate and empathetic, putting yourself in the shoes of the patients you support and the providers who care for them. You are passionate about delivering a great support experience that patients will remember and want to tell other people about – and you hold your team and your partners accountable for delivering on that promise. You welcome the challenge of working in a highly visible, highly accountable role where you can meaningfully impact the health and wellbeing of others. You feel energized to be part of a team that is building new capabilities and new ways of working, and comfortable navigating all levels of the organization to achieve your goals.

Minimum Required Qualifications

• Bachelor's degree

• A minimum of 10 years of relevant healthcare business experience is required with a strong knowledge of the healthcare ecosystem (e.g., payers, providers, patients, pharmacies, infusion providers, etc)

• Understanding of Hub and pharmacy operations (structures, processes, technology, compliance, etc) highly desired

• Strong strategy, innovation, analytical skills with excellent overall business acumen and ability to manage multiple priorities.

• Experience in developing, maintaining, and influencing strategic business relationships with internal and external suppliers and customers.

• Excellent leadership skills with the ability to work effectively in an unstructured environment and ability to manage project teams with or without direct reports.

• Excellent verbal and written communication skills and ability to present to all levels of leadership.

• Dedication to diversity and inclusion to champion best thinking across the team.

• This position is based in Horsham, PA or Titusville, NJ and will require occasional domestic travel (no more than 25%)

The anticipated pay range is $173,000- $299,000.

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson and Johnson is committed to providing an interview process that is inclusive of our applicants' needs. If you are an individual with a disability and would like to request an accommodation, please email the Employee Health Support Center or contact AskGS to be directed to your accommodation resource.

Required Skills: influence, Leadership, Stakeholder Relationship Management, Strategy Development

Preferred Skills: Brand Positioning Strategy, Collaborative Selling, Commercial Awareness, Content Marketing, Cross Sector Collaboration, Customer Intelligence, Data Analysis, Developing Others, Digital Marketing Platforms, Execution Focus, Financial Analysis, Financial Competence, Inclusive Leadership, Industry Analysis, Innovation, Leadership, Operations Management, Performance Measurement, Sales Promotions, Succession Planning