Job Function:
Customer Management

Job Sub Function:
Non-Technical Customer Service

Job Category:
People Leader

All Job Posting Locations:
Titusville, New Jersey, United States of America

Job Description:

We are searching for the best talent for a Senior Director, Pharmacy Patient Services role located in Titusville, New Jersey.

Summary

J&J is committed to raising the bar on patient and caregiver experience through our Patient Engagement and Customer Solutions (PECS) organization. The PECS team is accountable for the creation of personalized, seamless, and supportive experiences for patients starting treatments across the Innovative Medicine portfolio.

The Sr. Director, Pharmacy Patient Services is responsible for leading the strategy and program design for the pharmacy channel across the NA portfolio of brands. This includes the development of multi-generational lifecycle plans for distribution and engagement of specialty and retail pharmacies, partnership and fee for service strategies, and data and technology agreements that support the needs of patients starting, resuming or continuing on J&J therapies. In addition, you will be responsible for identifying capabilities, partners, technologies, and innovative programming approaches that allow J&J to become best-in-class in supporting patient engagement through the specialty pharmacy and retail pharmacy channels. In this role, you must build and maintain strong working relationships with marketing, account management, commercial excellence, patient solutions team, value/access/pricing (VAP) teams, sales, IT, procurement, legal, finance, healthcare compliance, training, policy and advocacy.

Key Responsibilities include but are not limited to:

The Sr. Director, Pharmacy Patient Services leads teams in service to our patients. Day-to-day responsibilities for the Director and their team include:

• People Development: Coach, develop and motivate direct reports; Support a purpose driven culture through support partners
• Px Strategy & Design: Consult with Px strategy leads to inform the pharmacy channel multi-generational engagement plans, including network approach (open, preferred closed) and programming strategy; Use market assessments, competitive landscapes, voice of patient, voice of customer, and industry trends to inform recommendations for program design and strategic partners
• Px Requirements: Defines partner selection criteria and program requirements that align to patient needs and brand objectives; Leads capabilities discussions and RFP process, and contracting in coordination with account management and PECS operations teams
• Operational Excellence: Use patient analytics, voice of customer, benchmarking, market insights and compliance monitoring to continuously optimize program performance (KPI attainment, efficiency, cycle time); Ensure pharmacy services optimization with J&J Patient Services; Partners with pharmacies to identify and deploy operational enhancements including training, technology, tools, staffing, and incentives; Supports sharing of learning and best practices across the portfolio
• Account Management: Partners with national and local account teams to identify strategic partners, define shared objectives, and identify addressable gaps in patient experience; Influences priorities of account team; Supports contracting efforts; Shape quarterly business reviews with pharmacies
• Program Operations & Compliance: Accountable for program development & launch with pharmacies in accordance with regulations & internal policy. Includes program approvals (legal, compliance, privacy), negotiation & contracting, fair market value assessments, SOPs, training, and compliance monitoring
• Measurement & Reporting: Develops goals and KPIs that reflect patient needs and brand strategies; presents performance summaries (operational, impact and financial metrics) and strategic recommendations to PECS leadership team and Px strategy leads
• Budgeting: Builds estimates for financial and people resourcing needs to support pharmacy Px strategy; confirms funding with Px lead; approves programs through pricing committee and fair market value processes; Proactively monitors and manages spend
• Strategic Planning: Monitors trends in policy, pharmacy capabilities, pharmacy integration and acquisition, emerging channels, and innovation, to inform proactive changes to access and affordability programs
• Culture: Supports a culture of learning, smart risk-taking and experimentation within team and through supplier partners
• Diversity, Equity, and Inclusion: Creates an inclusive and equitable environment in support of the company's commitment to equal employment opportunity and the value of a diverse workforce
• Leadership & Ethics: Model ethicals, Credo-based leadership with deep knowledge and respect for legal and compliance requirements

Qualifications

Education and work experience.

• A minimum of a bachelor's degree is required
• A minimum of 10 years of healthcare business experience (e.g. Account Management, pharmacy, sales, marketing, payer/access experience, operations. analytics) is required.
• A minimum of 5 years of proven performance in leading large cross-functional teams for an enterprise-wide program
• A minimum of 3 years designing, developing and implementing patient support programs
• Strong understanding of J&J patient support program requirements, industry best practices and healthcare regulations
• Experience in developing, maintaining and influencing strategic supplier relationships
• Successful track record of developing talent and leaders
• Experience in at least one of the areas below is required (a mix of experiences across several of these domains is preferred): Strategy development, services and/or customer experience marketing, working across a matrixed organization, capabilities management, change management, and financial management

Communication. Excellent oral and written communication skills, including the ability to manage conflict and defuse difficult situations.

Decision Making. Effectiveness of driving internal leadership-team level dialogue and decision making on technical or challenging topics

Relationship building. Excellent interpersonal skills with a demonstrated track record for forging strong, productive relationships with a diverse array of customers and colleagues.

Collaboration. Effectively work in a team environment will require you to coordinate activities and build partnerships across multiple internal/external organizations.

Healthcare and Access Knowledge. Deep understanding of the U.S. Market Access environment and implications for patients' navigation of complex benefit designs

Resourcefulness. Skilled in using personal knowledge and any other available resources to resolve problems for customers and ensure their satisfaction.

Accountability. Eager to set ambitious goals and take ownership for results. Proactive defining actions and following through.

Flexibility. Can dynamically adjust priorities due to changing circumstances. An agile learner who is comfortable operating in complex environments.

Travel. This position is based in Titusville, NJ and requires up to 20% domestic travel.

The anticipated pay range is $178,000 - $307,050.

Subject to the terms of their respective plans, employees are eligible to participate in the Company's consolidated retirement plan (pension) and savings plan (401(k)).

This position is eligible to participate in the Company's long-term incentive program.

Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits:

• Vacation -120 hours per calendar year
• Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado -48 hours per calendar year; for employees who reside in the State of Washington -56 hours per calendar year
• Holiday pay, including Floating Holidays -13 days per calendar year
• Work, Personal and Family Time - up to 40 hours per calendar year
• Parental Leave - 480 hours within one year of the birth/adoption/foster care of a child
• Bereavement Leave - 240 hours for an immediate family member: 40 hours for an extended family member per calendar year
• Caregiver Leave - 80 hours in a 52-week rolling period10 days
• Volunteer Leave - 32 hours per calendar year
• Military Spouse Time-Off - 80 hours per calendar year

For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits

Required Skills:
Cross-Functional Leadership, Healthcare Access, Patient Support Programs, Supplier Relationship Management, Talent Development

Preferred Skills:
Communication, Customer Centricity, Customer Engagement, Customer Satisfaction, Customer Service, Customer Service Philosophy, Customer Support Operations, Customer Support Trends, Developing Others, Give Feedback, Inclusive Leadership, Leadership, Market Research, Personalized Services, Process Improvements, Process Optimization, Service Request Management, Tactical Planning