Manager, Patient and Caregiver Solutions-Titusville, NJ/Horsham, PA
Found in: beBee jobs US - 3 weeks ago
We are J&J IM. Our mission drives us. Our patients inspire us. We collaborate with the world for the health of everyone in it.
J&J IM is committed to raising the bar on patient experience (Px), building a new center of excellence - the Patient Engagement and Customer Solutions (PECS) organization - that will create more personalized, seamless, and supportive experiences for patients starting treatments across the J&J IM portfolio.
Patient and Caregiver Solutions is responsible for leading the strategy and continuous optimization of patient and caregiver support services across the J&J IM NA portfolio of brands. You will be responsible for developing, implementing, and evolving patient and caregiver support across the J&J IM portfolio. In this role, you must build and maintain strong working relationships with Patient Experience Teams, Brand Teams, JJ Technology, Commercial Excellence, SalesTraining, Procurement, Legal, Finance, Healthcare Compliance, Privacy, Policy, and Advocacy.
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 and their caregivers, the decision to start or stop treatment is overwhelming. J&J IM recognizes this and wants to create an experience that is personalized, helpful, and hopeful.
Day-to-day responsibilities for the Manager, Patient and Caregiver Solutions include:
- Px Solution Strategy & Design: Partner closely with Px strategy leads, brand teams, and agency to inform the patient and caregiver needs and ideal Px experience; Use trends in program utilization, voice of patient, voice of customer, and industry trends to drive recommendations for existing patient support programs and future evolution
- Px Requirements: Support the development of detailed functional, design requirements, and service integrations for patient and caregivers support programs; partners across PECS solutions teams to create an integrated experience
- Integrated Px: Partner with Px solutions and cross-functional teams to deliver an integrated, seamless, and personalized end to end experience for patients and their caregivers
- Operational Excellence: Use patient analytics, voice of customer, internal and external benchmarking, and compliance monitoring to inform continued optimization of program performance (KPI attainment, efficiency, cycle time); Identify operational enhancements including training, technology, tools, staffing, and incentives and support sharing of best practices across the portfolio; effectively communicate and manage internal and external stakeholders to ensure successful operational delivery
- Program Operations & Compliance: Support the program development & launch with partner suppliers in accordance with regulations & internal policy. This includes program approvals (legal, compliance, privacy), SOPs, training, and compliance monitoring
- Measurement & Reporting: Partners to develop goals and KPIs that reflect PAH adherence strategies; presents performance summaries (operational, impact, and behavioral metrics)
- Budgeting: Proactively monitors and manages spend with associated initiatives
- Strategic Planning: Monitor trends in patient support innovation, and patient engagement to inform proactive changes to patient and caregiver initiatives
- Culture: Foster a culture of learning, risk-taking and experimentation within team and through supplier partners
- Diversity, Equity, and Inclusion: Foster an inclusive and equitable environment in support of the company's commitment to equal employment opportunity and the value of a diverse workforce
- Leadership & Ethics: Model ethical, Credo-based leadership with deep knowledge and respect for legal and compliance requirements
About You
You are compassionate and empathetic, putting yourself in the shoes of the patients you support and the providers who care for them. You are passionate about delivering a great support experience that patients will remember and want to tell other people about - and you hold your team and your suppliers to that high standard. You welcome the challenge of working in a highly visible, highly accountable role where you can meaningfully impact the health and wellbeing of others. You feel energized to be part of a team that is building new capabilities and ways of working. You consistently deliver great results, but even when you fall short - you learn from it.
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