Associate Director, PSC Operations

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.

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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 an Associate Director located in Pittsburgh PA; Horsham PA; Raleigh NC; Charlotte NC; Orlando FL; Phoenix AZ; or in Dallas TX.

The Associate Director Patient Service Center (PSC) Operations is responsible for leading a team to deliver efficient compliant and high-quality services to patients and providers across patient support programs. This role ensures operational excellence regulatory compliance and continuous improvement in all program activities.

Responsibilities:

• Lead mentor and motivate team members to achieve performance goals and high customer satisfaction.

• Oversee day-to-day operations ensuring adherence to policies procedures and service level agreements (SLAs).

• Monitor key performance indicators (KPIs) and identify areas for operational improvement.

• Ensure all operations follow industry regulations and company standards.

• Analyze customer feedback to drive service enhancements and resolve issues.

• Collaborate with cross-functional teams and external partners to streamline processes and improve workflow in a respectful and positive manner.

• Supervise coach and mentor a team of 50 direct and indirect reports ensuring excellent patient service.

• Foster a positive inclusive and high-performance work culture.

• Responsible for the creation and delivery of presentations to internal stakeholders related to compliance status of patient care successes in operations opportunities for improvement and quarterly business reviews.

• Strong compliance approach ensuring teams have a clear understanding of patient privacy laws.

• Stay abreast of industry trends and regulatory updates that may impact program delivery.

• Up to 25% travel required primarily to Pittsburgh PA.

• Other duties as assigned.

Requirements:

• Bachelors degree required preferably in Life Sciences Business Healthcare Administration or related fields.

• 7-10 years of progressive experience in patient services patient support pharmaceutical biotech or other healthcare industry roles

• Proven leadership skills with the ability to inspire and motivate a team while also maintaining accountability.

• Proven ability to work efficiently in a matrix environment with cross functional teams.

• Strong analytical skills and experience in data analytics preferably with experience in performance reporting and digital tools used in contact center operations and patient service operations.

• Proven oral and written communication skills learning agility change management experience and ability to influence without authority.

Preferred:

• Advanced degree in related field.

• Strong understanding of call center operations patient support programs KPIs and healthcare regulations.

• Experience in Oncology Immunology rare diseases or specialty pharmacy environments.

• Proficient with CRM platforms call center software reporting dashboards and Microsoft Office Suite

• Experience in a broad spectrum of disease states and therapeutic areas.

• Significant field reimbursement experience with both medical and pharmacy benefit products.

• Ability to exercise independent judgment.

• Ability to manage deliverables in a fast-paced environment.

• Exceptional customer focus collaboration initiative results-oriented business solution-oriented capabilities.
  

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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 internal employees contact AskGS to be directed to your accommodation resource.

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