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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.
8-10 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.
#Li-Remote
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 & 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, external applicants please contact us via https://www.jnj.com/contact-us/careers, internal employees contact AskGS to be directed to your accommodation resource.
If you are under 18 years of age you (the candidate) may need to obtain the necessary working papers or other documentation required by state law to start the assignment, as well as get a parent’s consent for the background check
Required Skills
Preferred Skills
Advanced Analytics, AI solution evaluation, 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
The anticipated base pay range for this position is
$127,000.00 - $218,500.00
Additional Description for Pay Transparency
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 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
