Patient Experience Specialist
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Job Location:
Pittsburgh, PA - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
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 .
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.
Job Function:
Customer ManagementJob Sub Function:
Customer Service OperationsJob Category:
ProfessionalAll Job Posting Locations:
Orlando Florida United States of America Phoenix Arizona United States Pittsburgh Pennsylvania United States of America Raleigh North Carolina United StatesJob Description:
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.
Purpose:
The Patient Experience Specialist will play a critical role in ensuring the program team provides the highest levels of customer experience during interactions. This role also will monitor program activities / interactions to ensure compliance with all operating procedures including adverse event reporting execute random and scheduled internal audits facilitate various process and customer experience improvement initiatives and evaluate ongoing effectiveness. The Patient Experience Specialist will assist with contact center interaction monitoring reviewing program performance and working closely with Operations Leadership to identify trends to achieve high customer experience results and optimal outcomes. This role will also be responsible along with program leadership for managing ad-hoc projects with a focus on creating tools resources and training that enhance accuracy productivity and overall performance of the program.
Responsibilities:
Monitor contact center interactions to provide objective scoring calibration and evaluation of recorded inbound calls outbound calls other interactions and corresponding documentation to ensure that high customer experience standards are met.
Work independently to set program expectations relating to high levels of customer experience and compliance.
Ensure customer experience and quality measures are maintained by supporting the leadership and compliance teams in implementation of recommendations keeping in mind adherence with documented current business rules SOPs and Work Instructions.
Monitor adverse event compliance within the program SOPs Work Instructions completion time and ensure adherence to customer experience and reporting expectations.
Review analyze and follow-up on team processes to ensure all actions and tasks are compliant with program SOPs Work Instructions and update as appropriate. Make recommendations to accomplish adverse event submission with the utmost efficiency.
In collaboration with the program leadership team training initial certification and maintaining records of annual trainings and recertification of Adverse Events updates and revisions to business regulatory and compliance rules and any operational changes related to program customer experience monitoring.
Collaborate with the operations management to support provide timely coaching opportunities and assess future training needs to ensure teams meet established program metrics.
Perform documentation audits with patient cases/records to evaluate if information was processed according to program SOPs.
Perform data checks and collaborate with data team on data efforts
Assist and participate in additional customer experience enhancement efforts & special projects as needed upon request.
Devise customer experience and compliance metrics and analyze data for internal management and client inquiries.
Other duties as assigned.
Required Qualifications:
High school diploma or equivalent
Minimum of 2 years experience in operations or quality assurance within a healthcare or pharmacy hub setting
Previous call monitoring/ documentation monitoring experience
Ability to manage deliverables in a fast-paced environment
Proven ability to extract potential action items from data reports and trend success after implementation
Preferred Qualifications:
Experience documenting standard operating procedures documenting program requirements creating training materials and working directly with cross-functional teams
Ability to resolve simple and/or complex analytical problems
Ability to present statistical and technical data in a clear and understandable manner
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 please contact us via or contact AskGS to be directed to your accommodation resource.
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Required Skills:
Preferred Skills:
Analytical Reasoning Business Behavior Customer Centricity Customer Intelligence Customer Service Philosophy Customer Support Operations Customer Support Platforms Customer Support Policies and Procedures Customer Support Trends Data Analysis Execution Focus Issue Escalation Mentorship Order Processing Service Excellence Service Request ManagementRequired Experience:
IC
Key Skills
About Company
About Johnson & Johnson A t Johnson & Johnson, we believe good health is the foundation of vibrant lives, thriving communities and forward progress. That’s why for more than 130 years, we have aimed to keep people well at every age and every stage of life. Today, as the world’s larges ... View more
