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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:

Professional

All Job Posting Locations:

Horsham, Pennsylvania, United States of America

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, PSC Innovation and Implementation to be in Horsham, PA.

\#Li-Hybrid

Purpose:

Patient Service Center (PSC) is seeking an Associate Director, Innovation and Implementation to drive patient access and adherence by evolving programs and processes through the Patient Service Center delivery model for J&J Innovative Medicine Immunology portfolio. You will work closely with the Patient Engagement and Customer Solutions (PECS) organization to deliver, measure, and optimize the patient journey.

Responsibilities:

+ Access Strategy: Design and implement innovative, compliant solutions for patient access and affordability.

+ Collaboration: Partner with internal teams and vendors to co-develop impactful solutions.

+ Customer-Centric Design: Create experiences that meet patient needs and differentiate J&J.

+ Solution Excellence: Use analytics and feedback to optimize programs and share best practices.

+ Program Optimization: Enhance and streamline programs with partners in compliance with regulations.

+ Metrics & Goals: Define KPIs for program awareness and utilization; report results.

+ Equity in Healthcare: Address affordability and access for underserved populations.

+ Communications: Support planning for messaging, training, and program awareness.

+ Culture & Leadership: Foster innovation, inclusion, and ethical, Credo-based leadership.

+ Up to 25% of travel required

+ Other responsibilities as assigned

Qualifications:

Education/Experience

+ Bachelor’s degree required

+ 8+ years in healthcare business; 3+ years in the pharmaceutical industry

+ Patient access & affordability

+ Patient experience

+ Call center strategy

+ Reimbursement strategy & operations

+ Data/systems for payers, specialty pharmacy, providers

+ Ability to lead and influence in a matrixed organization

+ Knowledge of value-based healthcare economics and reimbursement models

+ Understanding of data platforms and technology for patient access programs

+ Strong analytical skills to interpret data and drive strategy

Core Competencies

+ Communication: Clear, persuasive, and audience-focused

+ Collaboration: Build partnerships across internal/external teams

+ Resourcefulness: Problem-solving with growth mindset

+ Accountability: Ownership of goals and results

+ Flexibility: Adaptable and agile in complex environments

+ Persistence: Proactive and resilient in driving change

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 & 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, external applicants please contact us via https://www.jnj.com/contact-us/careers , internal employees contact AskGS to be directed to your accommodation resource.

Required Skills:

Call Center, Patient Support, Pharmaceutical Industry

Preferred Skills:

Consulting, Customer Centricity, Customer Relationship Management (CRM), Customer Satisfaction, Customer Service Philosophy, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Emotional Intelligence, Fact-Based Decision Making, Organizing, Process Optimization, Quality Auditing, Standard Operating Procedure (SOP), Technical Credibility