Job Function: Customer Management
Job Sub Function: Customer Service Operations
Job Category:People Leader
All Job Posting Locations:Charlotte, North Carolina, United States, Dallas, Texas, United States, Horsham, Pennsylvania, United States of America, Orlando, Florida, United States of America, Phoenix, Arizona, United States, Pittsburgh, Pennsylvania, United States of America, Raleigh, North Carolina, United States, Titusville, New Jersey, United States of America
Job Description:Associate Director, PSC OperationsOur 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 https://www.jnj.com/innovative-medicine
We are searching for the best talent for an Associate Director located in Pittsburgh, PA; Raleigh, NC; Charlotte, NC; Orlando, FL; Phoenix, AZ; Dallas, TX; Horsham, PA; or Titusville, NJ.
Summary: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:- Bachelor's 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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Required Skills: Preferred Skills:Advanced Analytics, Customer Centricity, Customer Relationship Management (CRM), Customer Retentions, Customer Satisfaction, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Developing Others, Emotional Intelligence, Fact-Based Decision Making, Inclusive Leadership, Leadership, Performance Measurement, Process Optimization, Standard Operating Procedure (SOP), Team Management
