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:

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 Lead Patient Experience Specialist to be in Pittsburgh, PA, Raleigh, NC, Phoenix, AZ, or Orlando, FL.

Purpose: The Lead Patient Experience (PE) Specialist ensures high quality service at the Patient Service Center by monitoring compliance, executing audits, driving quality improvement initiatives and evaluating effectiveness. The Lead PE Specialist will collaborate with Operations Support and the Operations Team to identify trends and achieve optimal outcomes.

Responsibilities:

• Set patient experience program expectations related to delivering excellent customer service.
• Support leadership and compliance teams in maintaining patient experience measures and compliance with business rules, SOP’s and Work Instructions.
• Analyze team processes, recommend improvements for efficiency, and ensure compliance with program procedures.
• Assist in developing and delivering onboarding, training, and recertification for the program, including updates and revisions to business, regulatory and compliance rules, and any operational changes.
• Review of program operations for compliance with contractual obligations and performance standards.
• Monitor internal and external audits for trends and recommend process improvements.
• Partner with leadership to develop patient experience initiatives and solve issues.
• Investigate compliance-related concerns and provide training on SOP changes.
• Ensure consistent monitoring of patient experience through call monitoring, AE/PC capture, and HIPAA process and procedures.
• Score and evaluate calls to meet patient experience standards. Partner with training team for coaching and identify future training needs to meet manufacturer metrics.
• Provide feedback on call monitoring and calibration results to Program Manager.
• Perform patient experience audits on patient files for SOP compliance.
• Validate data accuracy and collaborate for timely reporting. Investigate root causes of delays or barriers in processes.
• Compile QI data to identify trends, establish priorities, and recommend improvements.
• Assist with audit requests in collaboration with leadership and compliance. Implement recommended revisions within the required timeframe.
• Assign tasks for call and data monitoring to team members.
• Utilize high-level problem-solving skills to address cases independently.
• Lead or participate in special projects as needed
• Up to 10% of travel required.
• Other duties as assigned.

Required Qualifications:

• High school diploma/GED
• Minimum of 4 years’ experience in pharmacy, HUB services, or the healthcare industry, in a quality or patient experience improvement role.
• High level of independent judgement, individual initiative, and time management skills
• Ability to manage multiple projects simultaneously in a fast-paced environment
• Proven ability to identify trends

Preferred Qualifications:

• College degree (bachelor’s or associate degree)
• Experience documenting standard operating procedures, documenting program requirements, creating training materials and working directly with cross-functional teams
• Ability to resolve simple and/or complex analytical problems
• Ability to present statistical and technical data in a clear and understandable manner
• Experience as a people leader or supervisor. Ability to travel to other training sites as needed

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.

Push the boundaries of science to transform health—and your career.

Join us and advance life-changing treatments for people who need them most. At Johnson & Johnson, our focus is on improving global health equity and developing MedTech and pharmaceutical innovations that impact the future of health. Using AI and robotics to transform surgery or helping data scientists and clinicians formulate new ways to diagnose and treat disease, this work may sound like sci-fi, but it’s all science, all real, and could be your career. Whatever your background, skills, or career goals, there’s a place for you to help solve some of the world’s most pressing health challenges with us.

Accelerate your career while changing the world.

Each of our broadly-based family of companies offers an inclusive and empowering culture and employee benefits (like paid time off to volunteer, transgender-inclusive and same-sex partner health insurance coverage, and more) designed to help you live your best life, however you define it. And our best-in-class learning and development approaches, mentorship, and access to innovators across the world will help you grow your skills and reach your career goals. Because when you're at your best, nothing stands between you and your next breakthrough.