TRUMATCH Senior Case Manager (Orthopedics)

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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We are searching for the best talent for a TruMatch Senior Case Manager to be located in Warsaw Indiana.

About Orthopaedics

Fueled by innovation at the intersection of biology and technology were developing the next generation of smarter less invasive more personalized treatments.

Are you passionate about improving and expanding the possibilities of Orthopaedics Ready to join a team thats reimagining how we heal Our Orthopaedics teams help keep more than 6 million people moving each year while delivering clinical and economic value to surgeons and healthcare systems. Our teams build solutions for joint reconstruction; trauma and craniomaxillofacial; sports extremities and elective foot and ankle; spine; and robotics and digital surgery.

Your unique talents will help patients on their journey to wellness. Learn more at The TruMatch Senior Case Manager is an essential member of the TruMatch Case Management team. The TruMatch Senior Case Manager serves as a primary point of contact for customers including surgeons sales associates patients and imaging centers worldwide. This position requires a high level of integrity and dedication to meeting all customers requests promptly and accurately in a fast-paced setting.

Responsibilities include:

• Perform coordination and tracking duties on active patient cases. These duties include but are not limited to: Handling case tracking inquiries collaborating with design and manufacturing teams to prioritize cases generating status reports and performing transactions in cloud-based case management system to ensure production timelines are achieved.
• Educate sales associates and health care professionals with product offerings and troubleshoot technical challenges in navigating multiple customer web portals.
• Direct collaboration with all internal production departments development engineers and marketing managers.
• Direct collaboration with internal and external groups including vendors for logistical support.
• Serve as liaison between imaging center and DICOM vendor to ensure images are received in proper format.
• Download/review patient scan DICOM images to support verification checks passing imaging protocol.
• Create case in cloud-based management system and verify/compare patient information in the system.
• Advise and collaborate across functional teams on patient cases needing additional review.
• Educate imaging center personnel on Imaging Protocol and assist with technical questions; as well as additional tasks as required.
• Coach and lead direct reports to achieve target metrics and customer SLAs

Qualifications / Requirements:

• Minimum of 5 yearsin patient or customer facing role.
• Bachelors degree required. Life sciences biomedical imaging healthcare or related fieldspreferred.
• Previous leadership experience coaching and managing direct reports preferred.
• Experience in handling customer phone calls and emails including technical support preferred.
• Experience with Customer Relationship Management (CRM) software and tools preferred.
• Knowledge of SAP and related ERP systems preferred.
• Familiarity with Agile Methodology and software bug and enhancement ticketing/reporting preferred.
• Ability to take initiative to improve processes and work with limited supervision.
• High degree of professionalism with strong verbal and written communication skills.
• Analytical and active listening skills that will lead to correct pathways to solve problems and offer solutions.
• Strong interpersonal communication skills with experience working in team-oriented project groups.

Other responsibilities may be assigned & not all responsibilities listed may be assigned.

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.

Johnson & Johnson announced plans to separate our Orthopaedics business toestablish a standalone orthopaedics company operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months subject to legal requirements including consultation with works councils and other employee representative bodies as may be required regulatory approvals and other customary conditions and approvals.

Should you accept this position it is anticipated that following conclusion of the transaction you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes programs policies and benefit that case details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes.

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