Innovative Medicine 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 .

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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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 Patient Experience Manager

You will be responsible for:

Program Design & Implementation

• Develop program strategy aligned with product and patient needs; define objectives KPIs timelines budgets.

• Create program protocols workflows and patient-facing materials (education onboarding care pathways).

• Select and manage vendor partners (call centers digital platforms specialty pharmacies).

Operational Management

• Oversee day-to-day operations: enrollment triage case management escalations data capture and handoffs.

• Implement SOPs process maps and quality controls to ensure consistent delivery.

• Monitor program performance and lead continuous improvement initiatives.

Patient Experience & Engagement

• Ensure patient-centric design: simplify access reduce friction and enhance adherence and satisfaction.

• Work with patient advocacy groups and internal stakeholders to incorporate patient feedback.

Data Measurement & Reporting

• Define and track KPIs (e.g. enrollment rate time-to-first-contact adherence patient satisfaction task SLAs).

• Produce regular program performance reports for cross-functional stakeholders.

• Use data to identify gaps and propose corrective actions.

Compliance & Risk Management

• Ensure program activities comply with relevant regulations: patient privacy (HIPAA/GDPR as applicable) promotional guidance anti-kickback laws and internal policies.

• Maintain accurate documentation and support audits and inspections.

Stakeholder Management

• Act as primary liaison across Medical Affairs Market Access Commercial Legal & Compliance Regulatory and external partners.

• Align program objectives with launch and commercialization plans.

Budget & Contracting

• Own program budget vendor contracts and performance-based metrics for vendors.

• Ensure cost-effective program delivery and justify investments with outcomes.

Training & Enablement

• Develop training for internal staff and vendor teams on program processes and tools.

• Create escalation matrices FAQs and knowledge resources.

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