Director, Patient Access & Affordability - PAH, NS & Call Center Solutions - Johnson and Johnson

Director, Patient Access & Affordability - PAH, NS & Call Center Solutions

J&J Innovative Medicine is recruiting for a Director, Patient Access and Affordability - PAH, NS, & Call Center Solutions located in Titusville, New Jersey. At J&J Innovative Medicine, what matters most is helping people live full and balanced lives. We focus on treating, curing and preventing some of the most devastating and complex diseases of our time. We pursue the most promising science, wherever it might be found.

We are J&J Innovative Medicine. Our mission drives us. Our patients inspire us. We collaborate with the world for the health of everyone in it.

An important aspect of patient unmet need are affordability challenges that stand in the way of patients starting and staying 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 J&J Innovative Medicine therapies, to help overcome challenges to fulfillment, on-boarding and adherence.

The Director, Patient Access and Affordability - PAH, NS, & Call Center Solutions will lead the team responsible for evolution of our existing access & affordability programs and the design of new solutions for the Pulmonary Arterial Hypertension (PAH) & Neuroscience (NS) portfolios while also driving external call center support optimization and effectiveness across the Innovative Medicine portfolio. You will be a member of the Patient Access and Affordability Solutions (PAAS) leadership team, working closely with the PECS patient experience teams and other patient solutions teams to deliver, measure and optimize the patient access & affordability journey, ensuring that more patients can start and stay on therapy. You will also work collaboratively with the brand marketing, access, and field teams to deliver a patient experience that delights the patient and supports business strategy and objectives. This position is responsible for leading the team who will help identify, co-create, and operationalize the solutions needed to support patients as they seek to start and stay on their prescribed treatment. Your work will directly impact the team's ability to offer a seamless and intuitive path for patients to start their treatment, while providing confidence they will be supported throughout their time on treatment.

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 Innovative Medicine recognizes this, and wants to create an experience that is personalized, helpful, and hopeful.

Day-to-day Responsibilities

The Director, Patient Access and Affordability - PAH, NS, & Call Center Solutions will lead the team responsible for compliantly developing and implementing best in class access & affordability solutions for the Pulmonary Arterial Hypertension & Neuroscience portfolios and will drive external call center optimization across the J&J Innovative Medicine portfolio. Their day-to-day responsibilities include:

• Call Center Strategy & Innovation : Drive external call center innovation across therapeutic areas through proof of concept, program scaling, and optimization to meet the evolving needs of the broad Innovative Medicine portfolio. Partner with teams leading internal call centers to drive consistency and share best practices.

• Access & Affordability Strategy : Identify, design and compliantly implement innovative solutions and shape the patient access & affordability services in PAH and NS to ensure a complete, inter-connected and digital experience for the patient that is communicated clearly and supports patient starts and stays.

• Collaborate : Partner with multiple vendors across IT, Patient Support Programs, and other external/internal partners to develop and execute solutions that can positively impact patient access and affordability experience. Work with your peers across the PAAS Leadership Team to share best practices, learn from failures, and elevate patient support programs across the entire Innovative Medicine portfolio.

• Customer-Centric Design Process : Create a solution experience that delivers on patient need and positively differentiates J&J Innovative Medicine from competition, utilizing cutting edge financial and technology solutions.

• Solution Excellence: Use patient analytics, voice of customer, internal and external benchmarking, and compliance monitoring to inform continued optimization of program performance; Identify solution enhancements including capabilities, training, technology, tools, and staffing and support sharing of best practices across the portfolio; effectively communicate and manage internal and external stakeholders to ensure successful delivery.
• Program Operations & Compliance : Lead program development & launch with partner suppliers in accordance with regulations & internal policy. This includes program approvals (legal, compliance, privacy), copy approval process, SOPs, training, and compliance monitoring.
• Goal Setting : Define KPIs and establish metrics and goals for access and affordability program awareness and utilization to build and provide business reviews to key stakeholders.
• Communications & Training : Coach your team through planning efforts for communications (targeting, messaging, creative, channels) and training in support of affordability programs - influencing indirectly through brand patient and professional marketing teams. Coach your team to design, and where appropriate help lead, training initiatives for our call center partners and field and field reimbursement managers to ensure strong delivery of patient service initiatives.
• Advancing Equity in Healthcare : Uncovering and addressing the needs of underserved populations for affordability solution awareness and enrollment.
• 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 : As a member of the Patient Access & Affordability Leadership Team, 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. You welcome the challenge of working in a 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 programs and novel models to support patients. 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.

• Education and work experience. Bachelor's degree required.
• A minimum of 10 (ten) years of healthcare business, financial services, or call center operations experience is required.
• Experience in at least one of the areas below is required (a mix of experiences across several of these domains is preferred): Patient access and affordability, call center operations, financial services, healthcare patient experience, reimbursement strategy and operations experience, data analytics and systems, healthcare payer operations, and/or specialty pharmacy operations in the US market.
• A minimum of 3 (three) years of experience leading teams and developing high potential talent is required.
• Experience in Neuroscience and/or Pulmonary Hypertension therapeutic areas is preferred.
• Ability to inspire change in a matrixed organization is required; comfort working in "white space" preferred.
• Applying an understanding of value-based healthcare economics, systems, payment and delivery models, and the roles of the payor, provider and patients in reimbursement decisions and how they impact marketing, access and affordability is preferred.
• Conceptual understanding of data platforms, flow of information and technology platforms to design and deliver compliant patient affordability programs is 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.
• 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 with defining actions and following through and inspiring others to do the same.
• Flexibility. Can dynamically adjust priorities due to changing circumstances. An agile learner who is comfortable operating in a complex environment.
• Persistence. Demonstrates conviction, proactivity and persistence when influencing others and overcoming resistance.

This position is based in Titusville, NJ and requires up to 25% domestic travel.

The anticipated base pay range for this position is $142,000 to $244,950.

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)).
• This position is eligible to participate in the Company's long-term incentive program.
• 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

At Johnson & Johnson, we're on a mission to change the trajectory of health for humanity. That starts by creating the world's healthiest workforce. Through cutting-edge programs and policies, we empower the physical, mental, emotional, and financial health of our employees and the ones they love. 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 based on disability.