Associate Director, Program Strategy & Operations, CAR-T Patient Support Solutions (Horsham, PA)-Johnson and Johnson HCS, Inc. - 2406198312W

Description

About Us

Johnson & Johnson Innovative Medicine is recruiting for an Associate Director of Program Operations, CAR-T Patient Support Solutions, located in Horsham, Pennsylvania.

At J&J Innovative Medicine, what matters most is helping people live full and balanced lives. We focus on treating, curing, and preventing some of the most devastating and complex diseases of our time. We pursue the most promising science, wherever it might be found.

J&J Innovative Medicine delivers on the promise of new treatments and ways to improve the lives of individuals with serious diseases. Built upon a legacy of creative firsts, J&J Innovative Medicine pursues advancing patient care with immunology and oncology solutions. Please visit www.jnj.com for more information.

We are J&J Innovative Medicine. Our mission drives us. Our patients inspire us. We collaborate with the world for the health of everyone in it!

Ciltacabtagene autoleucel (cilta-cel/JNJ-4528) is J&J Innovative Medicine’s novel, cell-therapy treatment whereby a patient’s immune cells are collected, shipped to the manufacturer, and genetically modified to be reinfused as a drug product into the patient. CAR-T requires a high degree of coordination across supply chain/commercial organizations and the hospital administering this treatment.

Job Description

At J&J Innovative Medicine Oncology, we are raising the bar on customer experience in the pharmaceutical industry. Our Patient Support Solutions team supports eligible cancer patients and their caregivers through their CAR-T journey. We are deeply committed to providing patients/caregivers with an exceptional service experience, so they are well-positioned for treatment and to receive care.

The Associate Director, Program Strategy & Operations, CAR-T Patient Support Solutions will be responsible for making strategic recommendations and managing the operational performance of the MyCARVYKTI patient support program. This also includes helping to lead call center technology to help support best-in-class service while driving program efficacy. You will be a member of the broader Patient Support Solutions team, working closely with all levels of the team, including the call center team to enhance, operate and optimize the MyCARVYKTI patient support program.

A Day in the Life

Every patient’s healthcare experience is unique - shaped 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 initiate CAR-T treatment is personal. J&J Innovative Medicine recognizes this, and wants to create an experience that is empathetic, supportive, and personalized to the patient and caregiver needs.

Key Roles and Responsibilities include:

• Identify opportunities to improve operational performance and mange projects independently to execute solutions

• Strategically incorporate technology processes that drive real-time streamlined results to support the call center scalability and improve the patient experience

• Lead the Patient Portal strategy and project plan to enhance the website interface to provide patients with more visibility into the program

• Plan and execute technology grooming and user testing sessions to develop new solutions to improve program performance and operations

• Oversee program operations and monitor call center performance to ensure the Patient Support Solutions team is performing consistently and compliantly across patient cases

• Assist with program governance by overseeing the development and updates of SOP, Call Guide, and Work Instruction documents during Salesforce/technology releases and program evolution updates

• Lead and support recruiting, hiring, and onboarding efforts of the Patient Support Solutions team

• Actively monitor performance of PSES team members to find program and operational improvements in the end-to-end patient experience so that the call center can continue to improve its service offerings and customer relationships

• Support people development and motivational activities in the call center

• Lead the internal Wellness Committee to introduce new physical and meal health ideas to strengthen the team and shape healthy best practices

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• Note: This is not an extensive, comprehensive listing of job functions. May perform other duties as assigned._

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 best-in-class support experience that patients and their caregivers will remember and want to tell other people about. 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 thrive working in a fast-paced environment and you feel energized to be part of a team that is building new capabilities and ways of working.

Qualifications

• Bachelor’s degree required; advanced degree preferred

• A minimum of 8 years of relevant experience is required, with a minimum of 3 years of experience in the pharmaceutical industry preferred (ex: marketing, operations, patient support, etc.)

• High proficiency with MS PowerPoint and MS Excel required

• Strong verbal / written communication skills and analytical / problem solving skills required

• Ability to understand, apply and abide by applicable FDA regulations and company operating procedures, processes, policies, and rules required

• Proven teamwork skills in a cross-functional environment required; ability to motivate and empower team members, and ability to set / manage expectations required

• Demonstrated ability to resolve conflict, influence teams, and to build relationships in meeting organizational objectives required

• Strong project management skills with the ability to complete tasks with sense of urgency while managing multiple requests and projects simultaneously required

• Ability to remain calm, compassionate and empathetic in stressful and urgent situations required

• Ability to situationally lead without direct authority and influence a diverse group of team members to inspire change in a matrixed organization required

• This position is based in Horsham, PA; up to 10% domestic travel required

Johnson & Johnson is an Affirmative Action and 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, or protected veteran status and will not be discriminated against on the basis of disability.

Primary Location NA-US-Pennsylvania-Horsham

Organization Johnson & Johnson Health Care Systems Inc. (6077)

Job Function Strategic Marketing

Req ID: 2406198312W