At Johnson & Johnson,?we believe health is everything. Our strength in healthcare innovation empowers us to build a?world where complex diseases are prevented, treated, and cured,?where treatments are smarter and less invasive, and?solutions are personal.?Through 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 humanity.?Learn more at https://www.jnj.com
Job Function:
Customer Management
Job Sub Function:
Customer Service Operations
Job Category:
Professional
All Job Posting Locations:
Horsham, Pennsylvania, United States of America, Titusville, New Jersey, United States of America
Job Description:
J&J Innovative Medicine is recruiting for a Manager, Call Center Operations, located in Titusville, New Jersey.
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 https://www.jnj.com/innovative-medicine
This is a hybrid role available in Titusville, NJ. While specific cities are listed in the Locations section for reference, please note that they are examples only and do not limit your application. We invite candidates from any location to apply.
Purpose : The Manager, Call Center Operations is part of the Patient & Customer Care Solutions team within PECS and will support across, Neuroscience, the evolving Oncology product portfolio, and broader J&J portfolio as needed. You will partner closely with the PECS patient experience teams as well as other patient solutions team to drive external call center support optimization and effectiveness primarily across Neuroscience and Oncology. This position is responsible for helping to identify, co-create, and operationalize the solutions needed to support patients and customers who leverage our External Call Centers to access patient support programs.
Your day-to-day responsibilities include:
Call Center Operations: Monitor and analyze key performance indicators (KPIs) to ensure the call center operates with maximum efficiency. Implementing best practices in workflow management to enhance response times and service quality.
Lead initiatives aimed at enhancing patient and customer experience by addressing feedback and concerns. Collaborate with partners both internal and external to streamline processes, improve service delivery, and identify areas for operational enhancement that maintain high standards of quality and efficiency.
Collaborate: Partner with multiple vendors across IT, Patient Support Programs, and other external/internal partners to develop and execute solutions that can positively impact the call center experience.
Customer-Centric Design Process: Support the creation of a solution experience that delivers on patient need and positively differentiates J&J from competition utilizing cutting edge and modern technology solutions.
Challenge the status quo to drive agent efficiency and accuracy to improve Call Center operations. Shape Hub Portal requirements to deliver necessary integrations to deliver an optimal patient / customer experience.
Assist in vendor budget planning, resource allocation, and manage to ensure cost efficiency.
Collaboration: Partner with multiple vendors providing external Call Center engagement, technology integrations, cost support claim adjudication and more. Partner internally with the peers within your team and across Digital Product Solutions, Internal Call Center Strategy, JJT, Financial Services Solutions, and others.
Solution Excellence: Use patient analytics, voice of customer, internal and external benchmarking, and compliance monitoring to inform continued optimization of program performance; Identify solution enhancements including capabilities, training, technology, tools, and staffing and support sharing of best practices across the portfolio; effectively communicate and manage internal and external stakeholders to ensure successful delivery.
Actively monitor program health, build and provide business reviews to key stakeholders, identify necessary optimizations and partner effectively to implement.
Governance: Partner with the Supplier Management and Operational Excellence team to establish and update existing program governance documents (BRD, SOP, GCC, process workflows) to support on going patient support programs.
Goal Setting, Measurement and Reporting: Ensure appropriate inclusion and alignment with existing operational reports, dashboards, research and analytics resources
Training: Support training initiatives for Call Center agents to ensure strong understanding and ability to efficiently & compliantly perform job functions.
Culture: Support a culture of learning, smart risk-taking and experimentation
Diversity & Inclusion: Take part in building an inclusive environment in support of the company's commitment to equal employment opportunity and the value of a diverse workforce.
Leadership & Ethics: Model ethical, Credo-based leadership with deep knowledge and respect for legal and compliance requirements
About You
You are passionate about delivering a great support experience that patients will remember and want to tell other people about. You welcome the challenge of working in a highly accountable role where you can meaningfully impact the health and wellbeing of others. You demonstrate conviction, proactivity and persistence when influencing others and overcoming resistance. You are agile and can adjust plans as priorities shift and maintain composure. You consistently deliver great results, but even when you fall short- you learn from it.
Qualifications/Requirements:
Bachelor's degree required
A minimum of 5 years of healthcare business experience, with a minimum of 1 years of experience in the pharmaceutical industry (EX: marketing, market access, patient services)
Experience in at least one of the areas below is preferred: Patient access, healthcare patient experience, reimbursement strategy and operations experience, understanding of data and systems for payers, specialty pharmacy, providers, patients access vendors and financial support resources in the US market
Ability to situationally lead without direct authority and influence a diverse group of team members to inspire change in a matrixed organization
Apply an understanding of value-based healthcare economics, systems, payment and delivery models, and the roles of the payor, provider and patients in reimbursement decisions and how they impact, access and affordability
Conceptually understand data platforms, flow of information and technology platforms to design and deliver compliant patient affordability programs
Analytics translation with strong ability to interpret data and make informed projections/assertions to support a business strategy and metrics to assess success
Communication. Strong verbal and written communication skills including the ability to simplify the complex, connect with an audience, and effectively use communication to influence and engage across all levels of the organization
Learning. Exhibits a growth mindset, embracing new challenges, taking smart risks, and persisting through adversity
Relationship building. Excellent interpersonal skills with a demonstrated track record for forging strong, productive relationships with a diverse array of stakeholders and colleagues
Collaboration. Effectively work in a team environment that will require you to coordinate activities and build partnerships across multiple internal/external organizations
Resourcefulness. Able to use 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. Able to adjust priorities due to changing circumstances. An agile learner who is comfortable operating in a complex environment
Travel. This position is based in Titusville, NJ and requires up to 25% domestic travel
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 and 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, please email the Employee Health Support Center (ra-employeehealthsup@its.jnj.com) or contact AskGS to be directed to your accommodation resource.
LI-Hybrid
The anticipated base pay range for this position is :
100,000 - 172,500
Additional Description for Pay Transparency:
Subject to the terms of their respective plans, employees and/or eligible dependents are eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance. 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)).. 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 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 Condolence Leave - 30 days for an immediate family member: 5 days for an extended family member Caregiver Leave - 10 days Volunteer Leave - 4 days Military Spouse Time-Off - 80 hours Additional information can be found through the link below. https://www.careers.jnj.com/employee-benefits
