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:

Patient Advocacy

Job Category:

Business Enablement/Support

All Job Posting Locations:

Horsham, Pennsylvania, United States of America

Job Description:

We are searching for the best talent for a Patient Support Specialist, CAR-T Patient Support Solutions to be in Horsham, PA.

Purpose: At J&J Innovative Medicine Oncology, we are raising the bar on customer experience in the pharmaceutical industry. Our Patient Support Solutions team supports eligible cancer patients and their caregivers through their CAR-T journey. We are deeply committed to providing patients/caregivers with an exceptional service experience, so they are well-positioned for treatment and to receive care.

The Patient Support Specialist must be service-oriented and have the ability to drive insights and operational enhancements in a dynamic environment, while remaining forward-thinking to proactively and reactively respond to patient/caregiver needs. A successful candidate must have excellent communication and critical thinking skills. The role represents a unique opportunity to directly assist patients/caregivers in close partnership with internal and external supplier partners.

You will be responsible for :

• Helping prioritize project plans, tasks, and deadlines for Patient Advocacy and patient experience teams, and assisting the support team on the execution of tasks to ensure accuracy, timeliness, and quality of deliverables.

• Providing support for the review and rollout of cutting-edge Patient Advocacy initiatives to drive organizational directives that represent and grow the team's best practices and technical competence.

• Contributing to the development of reports to measure and manage key performance indicators, targets, and thresholds aligned with the team’s goals and objectives, as well as executive summarizations for submission to management.

• Help communicate knowledge of compliance and regulatory issues to ensure patients receive timely information, financial aid, and assistance with interventions to allow improved health care for the patients.

• Act as a key support liaison to ensure mutually-beneficial communications between front-line customer care advocates and assigned patients, and helps utilize patient feedback to enhance leading-edge sales administration activities focused on patient priorities and follow-through.

• Demonstrate Johnson & Johnson’s Leadership Imperatives and Credo.

Qualifications / Requirements:

• Associate degree or equivalent high education training required, B.S. or B.A. degree preferred

• A minimum of 3 years of relevant experience is required, pharmaceutical/medical call center experience preferred

• Demonstrates excellent care management and ability to maintain records, in accordance with the program design and compliance standards required

• Excellent organizational skills with the ability prioritize work, mutli-task, and flex as the needs of patients/caregivers change required

• Ability to learn and work within new IT platforms (Salesforce) to manage patient cases required

• Effectively collaborate in a mostly virtual team environment that will require you to coordinate activities and build partnerships across internal/external organizations required

• Skilled in problem-solving and any other provided resources to work through ambiguous situations and make recommendations to leadership

• Excellent oral and written communication skills with the ability to demonstrate patient empathy and support is required, bilingual capabilities are preferred

• Eager to take ownership, be proactive, and see patients/caregivers through their entire CAR-T journey required

• Ability to demonstrate strong phone and interpersonal skills, adapts to customer needs, strong listening skills, proper phone etiquette

• Knowledge of Microsoft tools, capability to accurately log calls in a CRM platform, and a strong comfort level with technology

• This position will be in Horsham, PA at the CAR-T call center and may require limited travel to other J&J locations for business meetings required

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.

The anticipated base pay range for this position is :

$69,000 to $110,400

Additional Description for Pay Transparency:

Employees and/or eligible dependents may be 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. Employees may be eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)). Employees are eligible for the following time off benefits: Vacation – up to 120 hours per calendar year Sick time - up to 40 hours per calendar year; for employees who reside in the State of Washington – up to 56 hours per calendar year Holiday pay, including Floating Holidays – up to 13 days per calendar year of Work, Personal and Family Time - up to 40 hours per calendar year Additional information can be found through the link below. https://www.careers.jnj.com/employee-benefits The compensation and benefits information set forth in this posting applies to candidates hired in the United States. Candidates hired outside the United States will be eligible for compensation and benefits in accordance with their local market.

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