Johnson & Johnson is currently seeking a Program Director to join our Patient Service Center Team. While this role is remote the preferred candidate should reside near Pittsburgh, PA; Orlando, FL; Phoenix, AZ; Raleigh, NC.
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/
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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 Program Director will be solely dedicated to the management of operations for one of the dedicated programs. The Program Director will serve as a major point of contact and establish a positive working relationship with multiple levels of managers within the program. The Program Director is accountable for overall service and delivery for the assigned program and will coordinate with relevant external and internal functional areas to ensure that the needs of the client are being met. The Program Director will ensure that all client performance standards and all contractual commitments are met or exceeded. The Program Director will escalate critical client concerns to senior leadership for resolution or consultation. Note - this is not a sales position.
Responsibilities:
- Build, foster and manage a positive and productive client relationship as one of the primary points of contact for all communications.
- Serve as a trusted client advisor and bridge to program leadership to ensure program success.
- Demonstrate a comprehensive understanding of all contractual details.
- Ensure the program is operating according to plan by providing guidance to program team leadership, monitoring compliance and program policies, procedures, turnaround times, and ensuring adherence to service level agreement expectations.
- Monitor and ensure adherence to both company and program policies and procedures.
- Hire, train, and onboard program leadership staff necessary to support program operations.
- Oversee the creation of solutions to track program metrics and evaluate opportunities.
- Collaborate with the leadership team to identify opportunities to improve program efficiency and patient care solutions.
- Oversee the development and ensure implementation of program Standard Operating Procedures (SOPs), Work Instructions (WIs), training materials, and quick reference guides for operational use.
- Regularly perform account and report analysis, proactively making suggestions and enhancements while ensuring client satisfaction is achieved.
- Proactively escalate client or team issues presenting business or program risks to senior leadership.
- Conduct scheduled collaborative meetings with manufacturer/client to communicate status of program initiatives, status of referrals, workflows, and potential enhancements.
- Partner with the internal business areas to drive an understanding of the client's overall longer-term strategy to ensure the organization is successful in meeting client expectations.
- Involve other Patient Service Center management as needed to contribute to the program's success by identifying enhancements and improvements.
- Identify and raise training and development needs to achieve client objectives.
- Collaborate with other departments heads to facilitate the delivery of exceptional project quality and continuity as well as timely completion and within agreed upon client invoicing budget.
- Ensure quality control is maintained by taking an active role in assisting Program leadership in client audit preparation and follow up recommendations.
- Collaborate with Program Manager to review staffing models, contracting and service line expansions.
- Collaborate with Program Manager on content, provide feedback and participate in formal presentations resulting in high-quality Quarterly Business Reviews (QBRs).
- Additional projects and activities as assigned.
Core Competencies:
- Leadership
- Strategic Thought
- Communication
- Problem Solving and Decision Making
- Influencing, Negotiation and Persuasion
- Planning, Prioritization, and Organization
- Teamwork
- Relationship Building
- People Management
- Presentation Skills
Qualifications
Required Qualifications:
- Bachelor's Degree and/or equivalent work experience also considered
- 5 - 7+ years of experience in a pharmacy or healthcare leadership role, demonstrating progressive responsibility in areas such as people management, project management and/or pharmacy management in a client facing role.
- Working Knowledge of Reimbursement Pharmacy and/or Medical benefits
- Prior experience and knowledge with pharmacy hub services
- Advanced knowledge and experience in healthcare setting
- Ability to communicate effectively both orally and in writing with a focus on client satisfaction
- Ability to independently manage case load, prioritize work, and use time management skills to manage deliverables
Preferred Qualifications:
- Excellent organization skills with the ability to multi-task on multiple projects at the same time
- Working knowledge of Third-Party and other Foundation programs a major plus
- Understanding of various plan types - Government, Commercial, Medicaid, VA, Fed
- Strong interpersonal skills; demonstrated ability to build productive internal/external working relationships and work well together
- Excellent communication skills (oral, written, presentation)
- Proven ability to work effectively with cross functional teams
- Empathy, drive, and commitment to exceptional service
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 office or teleworking is contingent upon the needs/priorities of the company and will vary based on those needs/priorities.