Associate Director, Call Center Innovation
Apply NowCompany: Johnson and Johnson
Location: Titusville, NJ 08560
Description:
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:
Titusville, New Jersey, United States of America
Job Description:
J&J Innovative Medicine is recruiting for an Associate Director, Call Center Innovation, located in Titusville, New Jersey.
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
Job Description
An important aspect of patient unmet need includes helping them start and stay on their medicine for the best chance at treatment success. The Patient Engagement and Customer Solutions (PECS) organization serves patients, during their treatment journey with Johnson & Johnson therapies, to help overcome challenges to fulfillment, on-boarding and adherence.
The Associate Director, Call Center Innovation is part of the Patient & Customer Care Solutions team within PECS and will lead implementation of eServices and other innovation efforts with external partners and work in collaboration with the Digital Patient Solutions (DPS) & Johnson & Johnson Technology (JJT) teams to drive innovation in support of patients and customers who interact with our patient support programs across the portfolio. The Associate Director will work closely with peers and partners to define portfolio and pipeline needs, identify capabilities to be built, enhanced, or obtained, explore external and internal partnerships to address these gaps, and operationalize best in class solutions that optimize the patient and customer experience.
A Day in the Life
Every patient's healthcare experience is unique - shaped by personal experiences and beliefs, the presence or absence of support networks, provider and payer dynamics, and socioeconomic factors. For many patients, the decision to start or stop a treatment is overwhelming. J&J recognizes this, and wants to create an experience that is personalized, helpful, and hopeful.
Day-to-day Responsibilities
The Associate Director, Call Center Innovation designs, develops & implements enhancements and disruptive call center advancements. They partner to develop & deliver training to impacted teams and partners and manage external partner relationships to deliver for best-in-class access & affordability solutions in service to patients.
Their day-to-day responsibilities include:
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
This position is based in Titusville, NJ with flexibility to periodically work in Horsham, PA and requires up to 25% domestic travel.
The anticipated base pay range for this position is $120,000 to $207,000. The Company maintains highly competitive, performance-based compensation programs. Under current guidelines, this position is eligible for an annual performance bonus in accordance with the terms of the applicable plan. The annual performance bonus is a cash bonus intended to provide an incentive to achieve annual targeted results by rewarding for individual and the corporation's performance over a calendar/performance year. Bonuses are awarded at the Company's discretion on an individual basis.
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.
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 :
$120,000 to $207,000
Additional Description for Pay Transparency:
Job Function:
Customer Management
Job Sub Function:
Customer Service Operations
Job Category:
Professional
All Job Posting Locations:
Titusville, New Jersey, United States of America
Job Description:
J&J Innovative Medicine is recruiting for an Associate Director, Call Center Innovation, located in Titusville, New Jersey.
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
Job Description
An important aspect of patient unmet need includes helping them start and stay on their medicine for the best chance at treatment success. The Patient Engagement and Customer Solutions (PECS) organization serves patients, during their treatment journey with Johnson & Johnson therapies, to help overcome challenges to fulfillment, on-boarding and adherence.
The Associate Director, Call Center Innovation is part of the Patient & Customer Care Solutions team within PECS and will lead implementation of eServices and other innovation efforts with external partners and work in collaboration with the Digital Patient Solutions (DPS) & Johnson & Johnson Technology (JJT) teams to drive innovation in support of patients and customers who interact with our patient support programs across the portfolio. The Associate Director will work closely with peers and partners to define portfolio and pipeline needs, identify capabilities to be built, enhanced, or obtained, explore external and internal partnerships to address these gaps, and operationalize best in class solutions that optimize the patient and customer experience.
A Day in the Life
Every patient's healthcare experience is unique - shaped by personal experiences and beliefs, the presence or absence of support networks, provider and payer dynamics, and socioeconomic factors. For many patients, the decision to start or stop a treatment is overwhelming. J&J recognizes this, and wants to create an experience that is personalized, helpful, and hopeful.
Day-to-day Responsibilities
The Associate Director, Call Center Innovation designs, develops & implements enhancements and disruptive call center advancements. They partner to develop & deliver training to impacted teams and partners and manage external partner relationships to deliver for best-in-class access & affordability solutions in service to patients.
Their day-to-day responsibilities include:
- Call Center Capability Design: Identify, design and compliantly implement innovative solutions to advance best in class services for our Call Centers. Partner effectively to ensure our patient affordability services portfolio is supported by a complete, inter-connected and digital experience for the patient, caregiver, and healthcare provider, including clear communication, automation, & optimization. Positively differentiate J&J Innovative Medicine from competition utilizing cutting edge and modern technology solutions
- Collaborate: Partner with multiple vendors across Hub, IT, Patient Support Programs, and other external/internal partners to identify, pilot, & scale solutions that can positively impact patient support experience.
- Solution Excellence: Use patient analytics, voice of customer, internal and external benchmarking, and compliance monitoring to identify service and capability gaps. Identify solution enhancements including capabilities, technology, and tools. Support appropriate training for impacted audiences.
- Program Operations & Compliance: Support program or capability development, testing, & launch with partner suppliers in accordance with relevant regulations & internal policy. This includes but is not limited to program approvals (legal, compliance, privacy), copy approval process, and training with vendors and internal stakeholder.
- Goal Setting: Define KPIs and establish metrics and goals for innovation effectiveness and impact. Actively monitor program health, build and provide business reviews to key stakeholders, identify necessary optimizations, recommend sunset or scaling roadmaps, as appropriate.
- Culture: Support a culture of learning, smart risk-taking and experimentation
- Diversity & Inclusion: Create an inclusive environment in support of the company's commitment to equal employment opportunity and the value of a diverse work force.
- 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
- Bachelor's degree required
- A minimum of 7 years of business experience is required
- A minimum of 3 years of experience in the pharmaceutical industry and/or patient services preferred.
- Experience in at least one of the areas below is required (a mix of experiences across several of these domains is preferred): Patient access, call center operations, 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 lead without direct authority and influence a diverse group of team members to inspire change in a matrixed organization is required; comfort working in "white space" preferred
- Conceptual understanding of data platforms, flow of information and technology platforms to design and deliver compliant patient access & affordability programs preferred.
- Analytics translation with strong ability to interpret data and make informed projections/assertions to support a business strategy and metrics to assess success is preferred.
- Demonstrates conviction, proactivity and persistence when influencing others and overcoming resistance. Is agile and can adjust plans as priorities shift and maintains composure is required.
- 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. 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. Skilled in using personal knowledge and any other available resources to resolve problems for customers and ensure their satisfaction. Exhibits a growth mindset, embracing new challenges, taking smart risks, and persisting through adversity
- 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 a complex environment.
This position is based in Titusville, NJ with flexibility to periodically work in Horsham, PA and requires up to 25% domestic travel.
The anticipated base pay range for this position is $120,000 to $207,000. The Company maintains highly competitive, performance-based compensation programs. Under current guidelines, this position is eligible for an annual performance bonus in accordance with the terms of the applicable plan. The annual performance bonus is a cash bonus intended to provide an incentive to achieve annual targeted results by rewarding for individual and the corporation's performance over a calendar/performance year. Bonuses are awarded at the Company's discretion on an individual basis.
- 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.
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 :
$120,000 to $207,000
Additional Description for Pay Transparency: