Job Function: Customer Management
Job Sub Function: Customer Service Operations
Job Category:Professional
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
Job Description: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 https://www.jnj.com/innovative-medicine
We are searching for the best talent for a Manager, PSC Program Operations located in Pittsburgh, PA; Horsham, PA; Raleigh, NC; Charlotte, NC; Orlando, FL; Phoenix, AZ; or Dallas, TX.
Purpose:
The Program Manager oversees a dedicated Patient Service Center (PSC) program, ensuring smooth operations and compliance. The Program Manager ensures performance and talent management, collaborates with cross-functional business partners, and continuously seeks process improvements to enhance quality, program efficiency, and patient care.
Responsibilities:
- Manage daily program operations, ensuring compliance with policies, procedures and service levels.
- Supervise, coach, and mentor a team of 3-5 direct reports and 30+ indirect reports, fostering a high-performance culture through consistent leadership development and accountability.
- Monitor team performance through key performance indicators (KPIs) and metrics, conduct regular performance discussions, set performance goals, and ensure team compliance with policies and healthcare regulations (e.g. HIPAA)
- Oversee the onboarding of new hires, and identify training needs to enhance ongoing skills and productivity. Collaborate with training team for upskilling.
- Track program metrics and identify opportunities for improvement. Collaborate with leadership to optimize program efficiency and provide recommendations for workflow improvements and process enhancements.
- Collaborate internally to develop enhancements and strategies that benefit patients.
- Respond promptly to inquiries and questions including, but not limited to program design, business rules, operational workflows and program-specific policies to ensure seamless PSC service delivery
- Assist in developing and delivering program performance to key stakeholders. Foster positive team and cross-functional relationships.
- Stay informed on industry trends and regulatory updates.
- Resolve complex issues efficiently and creatively.
- Up to 15% travel may be required.
- Other duties as assigned.
Required Qualifications:
- Bachelor's Degree
- A minimum of 6 years' experience preferably in contact center or specialty pharmacy operations, patient support, or healthcare/pharma operations.
- Proven leadership skills with the ability to inspire and motivate a team, while also maintaining accountability.
- Strong analytical skills preferably with experience with data analytics, reporting, and digital tools used in contact center operations
- Proven ability to work efficiently in a matrix environment with cross functional teams.
- Proven oral and written communication skills, learning agility change management experience, and ability to influence without authority.
Preferred Qualifications:
- Advanced degree in related field
- Ability to manage deliverables in a fast-paced environment
- Experience documenting requirements, creating training materials and working directly with end users
- Proven ability to work efficiently in a matrix environment with cross functional teams.
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Required Skills: Preferred Skills:Consulting, Customer Centricity, Customer Relationship Management (CRM), Customer Satisfaction, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Emotional Intelligence, Fact-Based Decision Making, Performance Measurement, Process Improvements, Process Optimization, Quality Services, Technical Credibility, Technical Support
