Patient Experience Manager

At Johnson & Johnsonwe believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented treated and curedwhere treatments are smarter and less invasive andsolutions are 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 more at

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About Innovative Medicine:

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 are searching for the best talent for a Patient Experience Manager BioAdvance to be in Toronto Canada.

Purpose:

The Patient Experience Manager within J&J is responsible for managing the strategic design development and launch of new patient support services and programs across the J&J specialty portfolio for current and future pipeline cases where PSP administration is outsourced to third party vendors the Patient Experience Manager will oversee program governance and actively manages vendors including but not limited to service levels KPIs operational resolution and financial management. To deliver the new patient support services and programs this role is focused on providing direction coordination implementation execution control and completion of specific projects ensuring consistency with company strategy commitments and goals. J&J is recruiting for a Manager Patient Experience located in Toronto Canada.

Per our Flex Policy the expectation for this position is to work in office 3-days per week and work from home 2-days per week.

You will be responsible for:

• designing & launching new services or changes to existing programs new programs for brands or indications. Includes cross-functional team member collaboration including compliance and legal leaders Patient Value Teams (PVTs) and external vendor partners. Establish negotiate and finalize contracts with the external vendor partners.
• coordinating internal resources and third party vendors for the flawless execution of projects develop appropriate project teams with required skill sets and experience develop team goals and plans manage performance of team members and assignments to achieve program goals develop detailed project plans to track progress assess and manage risk establish and manage budgets throughout each project map key processes and assess opportunities for innovation and improvement.
• establishing program goals objectives and metrics to evaluate program effectiveness and drive continuous improvement.
• providing guidance and critical input to PVTs to shape the design of any new Patient Support Programs (PSPs) and expansion or contraction of services of the existing PSPs.
• providing governance over third party vendors administrating patient support services to ensure service levels and KPIs are met and evolve based on dynamic market and patient needs.
• leading and managing the hyper-care period for new services/programs. Learn and remove post launch barriers to patient experience.
• Acting as Chair for Patient Support Steering Committee to ensure all patient support program offerings are compliant and formally partnership with Drug Safety Product Quality HCC Legal Compliance and Finance shape and support a patient-centric approach and ensure activities adhere to laws regulations and policies pertaining to delivering patient support.
• engaging with Customers and Patients through formal advisory boards and other approved methodologies to garner insights into pain points and opportunities to support.

Qualifications:

Education:

• A Bachelors Degree or equivalent is required.
• MBA or Advanced Degree in related field (business management sciences) is preferred.

Required:

• Minimum 5 years experience in the healthcare/pharmaceutical industry is required.
• Knowledge of pharmaceutical Go-to-market models IMC Code of Ethical Practices Pharmacovigilance standards is required.
• Proven leadership of cross-functional team leaders C-Suite engagement internally and externally is required.
• Demonstrated learning agility and the ability to work under pressure in a dynamic environment.
• Exceptional demonstrated cross functional collaboration skills; a strong team player with initiative who collaborates well with internal/external partners and stakeholders.
• Demonstrated success in working and negotiating with large agencies and/or vendors is required.
• Experienced in Brand Planning process able to translate brand disease state and business drivers into patient support programs and operational requirements; ability to think critically innovatively and possess strong business acumen.
• Self-motivated with the ability to effectively lead and manage multiple priorities and stakeholders.
• Excellent verbal and written communication skills; well-developed presentation skills Negotiation skills.
• 10% domestic travel is required.

Preferred:

• Professional certification that demonstrates internal controls risk or compliance expertise is preferred: CPA CMA or CA Lean Six Sigma certification.
• Demonstrated success in project management is highly preferred.

As guided by Our Credo Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson we respect the diversity and dignity of our employees and recognize their merit.

We provide an inclusive work environment where each person is considered as an individual. If you require any accommodation at any point in the recruitment process please let us know and we will work with you in an effort to ensure that you are able to fully participate in the process.

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