Senior Director, Patient Service Center (PSC) Innovation & Implementation

Role Summary

Senior Director, Patient Service Center (PSC) Innovation & Implementation will guide a team refining, enhancing, and expanding Johnson & Johnson Innovative Medicine’s HUB (Patient Service Center - PSC) and Noncommercial Pharmacy (Access Therapy Center – ATC) capabilities. Focus areas include optimizing patient and customer experiences, designing and implementing new product launches and customer experience innovations across access and fulfillment programs, and integrating with therapeutic area and Patient Experience Leadership Teams to optimize end-to-end patient journeys.

Responsibilities

• Leading continued optimization of the patient and customer experiences delivered through the PSC/ATC model for Immunology and Oncology portfolios.
• Driving the design, build, and implementation of new product launches, indication expansions, and customer experience innovations across all access and fulfillment programs.
• Integrating with therapeutic area and Patient Experience Leadership Teams to design optimized end-to-end patient journeys and prioritize projects that support business priorities.
• Collaborating with PSC/ATC leadership to ensure program design accounts for operational considerations and needs.
• Innovating across technology platforms (AI, CRM, Pharmacy Software, Telephony, etc.) to enhance experience and efficiency in CX delivery models.

Qualifications

• Bachelor‚Äôs degree
• Minimum of 10 years of relevant healthcare business experience with knowledge of the healthcare ecosystem (payers, providers, patients, pharmacies, infusion providers, etc.)
• Understanding of hub and pharmacy operations (structures, processes, technology, compliance, etc.) highly desired
• Strong strategy, innovation, analytical skills with excellent business acumen and ability to manage multiple priorities
• Experience in developing, maintaining, and influencing strategic business relationships with internal and external suppliers and customers
• Excellent leadership skills with the ability to work in an unstructured environment and manage project teams
• Excellent verbal and written communication skills and ability to present to all levels of leadership
• Dedication to diversity and inclusion to champion best thinking across the team
• Based in Horsham, PA or Titusville, NJ with occasional domestic travel (no more than 25%)

Skills

• Influence
• Leadership
• Stakeholder Relationship Management
• Strategy Development

Education

• Bachelor‚Äôs degree

Additional Requirements

• Location: Horsham, Pennsylvania or Titusville, New Jersey
• Travel: Occasional domestic travel up to 25%