Lead - Shipment Setup Specialist

For more than 130 years, diversity, equity & inclusion (DEI) has been a part of our cultural fabric at Johnson & Johnson and woven into how we do business every day. Rooted in Our Credo, the values of DEI fuel our pursuit to create a healthier, more equitable world. Our diverse workforce and culture of belonging accelerate innovation to solve the world's most pressing healthcare challenges.

We know that the success of our business - and our ability to deliver meaningful solutions - depends on how well we understand and meet the diverse needs of the communities we serve. Which is why we foster a culture of inclusion and belonging where all perspectives, abilities and experiences are valued and our people can reach their potential.

At Johnson & Johnson, we all belong.

Purpose:

The Lead Case Manager - Shipment Setup Specialist is responsible for overseeing the day-to-day services and operations for a team of Case Manager Shipment Setup Specialists. The Lead Case Manager - Shipment Setup Specialist will provide direction to the team operations and activities including providing an accurate and timely response to client inquiries regarding patient-specific programs, performing shipment set up, and completing detailed documentation to ensure patients get their therapy in a quick and efficient manner from the Non-Commercial Pharmacy. The Lead Case Manager - Shipment Specialist will have a deep understanding of the required service level metrics and will collaborate with internal team members to enhance program efficiencies.

Responsibilities:

• Ensure the assigned team is operating according to plan by providing day-to-day guidance to the team.

• Supervise shipment setup specialists during course of daily activities.

• Monitor compliance within the program SOPs, turnaround time, and ensure adherence to service agreement expectations.

• Monitor team member calls and provide feedback.

• Conduct initial welcome calls to patients informing them of available services as well as future targeted outreach to provide ongoing support.

• Maintain frequent touchpoints through the outreach process to communicate progress to patients throughout their journey.

• Provide support, education, and status updates to regionally aligned field teams, HCP offices, and patients to ensure efficient referral processing, triaging, and shipment set ups.

• Demonstrate the ability to prioritize and balance the needs of patients, HCP offices and rare disease clients utilizing program business.

• Provide concierge-level service to internal and external customers; resolve any customer and client requests in a timely and accurate manner and escalate appropriately.

• Maintain frequent phone/email contact with internal operational staff. Utilize outbound faxes, email alerts, and mailings per program guidelines.

• Identifies and implements quality improvement opportunities to improve operational and clinical initiatives pertaining to pharmacy services.

• Strong compliance mindset, demonstrating clear understanding of patient privacy laws.

• Active participation in building and maintaining respectful, collaborative team relationships, exercising, and encouraging positivity.

• Assist in training new team members and re-training current team members as assigned.

• Coach and complete evaluations of direct reports.

• Hold annual performance reviews of direct reports.

• Approve shipment setup specialist time cards.

• Other duties as assigned.

Qualifications

Required Qualifications:

• High school diploma or general education degree (GED)

• 2 + years' experience in healthcare management setting

• Prior experience with leading and managing direct reports

• Strong interpersonal skills; ability to communicate effectively both orally and in writing with attention to detail

• Empathy, drive and commitment to exceptional service

• Ability to build productive internal/external working relationships

Preferred Qualifications:

• Bachelor's Degree and/or equivalent work experience also considered

• Experience documenting standard operating procedures, documenting program requirements, creating training materials and working directly with cross-functional teams

• Certified Pharmacy Technician (CPhT) or Case Management Experience

• Ability to manage deliverables in a fast-paced environment

Work Environment

This job operates in a professional office environment and teleworking from the employee's home address listed in their employment file. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. When telecommuting employees must have reliable internet access in order to access required systems and software associated with the position's responsibilities. The amount of time the employee is expected to work per day or pay period will not change as a result of participation in the teleworking program.

Employees are responsible for the set-up of their home office environment, including physical set-up, internet connection, phone line, electricity, good lighting, comfortable temperature, furniture, etc. Employee's teleworking space should be separate and distinct from their "home space" and allow for privacy. The company expects employees teleworking to be as efficient and professional as if they were in the office. The amount of time spent in the office or teleworking is contingent upon the needs/priorities of the company and will vary based on those needs/priorities.

Physical Demands While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands and fingers, handle or feel; and reach with hands and arms.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function of the job.

Johnson & Johnson is an Affirmative Action and 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, or protected veteran status and will not be discriminated against on the basis of disability.

For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.careers.jnj.com.