At J&J Innovative Medicine (JJIM), what matters most is helping people live full and healthy lives. We focus on treating, curing, and preventing some of the most devastating and complex diseases of our time. And we pursue the most promising science, wherever it might be found.
We are JJIM. Our mission drives us. Our patients inspire us. We collaborate with the world for the health of everyone in it.
JJIM is committed to raising the bar on patient experience (Px), through the Patient Engagement and Customer Solutions (PECS) organization – that will create more personalized, seamless, and supportive experiences for patients starting treatments across the JJIM portfolio.
Patient and Caregiver Solutions is responsible for leading the strategy and continuous optimization of patient and caregiver support services across the Janssen NA portfolio. The Associate Director of Patient and Caregiver Solutions Marketing in Oncology will be responsible for managing and evolving patient and caregiver support programs across the portfolio of Oncology products.
You will be working closely with the oncology patient experience team and other patient solutions teams to develop, deliver, measure, and optimize the patient journey, and ensuring that more patients can start and stay on therapy. You will also work across brand marketing, medical affairs, market access, IT, procurement, legal, finance, healthcare compliance, training, privacy, policy and advocacy to deliver a patient experience that delights the patient and supports business strategy and objectives. As a member of the PECS Patient and Caregiver Solutions team, you will also work closely with team members who support other brands across the Janssen NA portfolio to leverage and develop best practices and innovative patient support solutions.
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 a treatment is overwhelming. JJIM recognizes this, and wants to create an experience that is personalized, helpful, and hopeful.
Day-to-day responsibilities for the Associate Director, Patient and Caregiver Solutions Oncology include:
- Px Strategy & Design: Lead the strategy, design, and evolution of our patient solutions; partnering closely with Onc - Px strategy leads, brand team, and agency partners to inform the patient and caregiver needs; use trends in program utilization, voice of patient, voice of customer, and industry trends to inform recommendations for existing patient support programs and future evolution
- Px Requirements: Develop detailed functional, design requirements, and service integrations for patient and caregivers support programs; partners across PECS operations to create an integrated experience
- Digital & Integrated Px: Partner with Px solutions and cross-functional teams to deliver an integrated and seamless end to end experience for patients and their caregivers
- Operational Excellence: Use patient analytics, voice of customer, 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 delivery
- Program Operations & Compliance: Own the on-going program development with partner suppliers (i.e. patient program vendors and agencies) in accordance with regulations & internal policy. This includes program approvals (legal, compliance, privacy), negotiation & contracting, fair market value assessments, SOPs, training, and compliance monitoring
- Measurement & Reporting: Partners to develop goals and KPIs that reflect Oncology brand strategies; presents performance summaries (operational and impact metrics)
- Budgeting: Proactively monitors and manages spend with associated initiatives
- Strategic Planning: Monitor trends in policy, supplier capabilities, innovation, and patient engagement to inform proactive changes to patient and caregiver initiatives
- Culture: Foster a culture of learning, smart risk-taking and experimentation within team and through supplier partners
- Diversity, Equity, and Inclusion: 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.
- Bachelor's degree required.
- A minimum of 5 years of healthcare business experience (EX: sales, marketing, payer/access experience, operations, supply chain, analytics) is required, of which 2 years demonstrated marketing and/or customer service experience.
- Experience in more than one of the areas below is required (a mix of experiences across several of these domains is preferred):
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- Services, and/or customer experience marketing
- Patient support services
- Strategy development
- Training and development
- Operations strategy and management
- Change management
- P&L management
- Working across a matrixed environment
- Experience managing multiple demands and priorities on time, leading without authority, gaining alignment, and driving decision-making is crucial to the success of this position
- Ability to be creative, enthusiastic, and strong analytically, with excellent overall business insight
- Communication. The ability to tell a compelling story – leveraging strong verbal and written communication skills – is required
- Relationship building. Excellent interpersonal skills with a demonstrated track record for forging strong, productive relationships with a diverse array of customers and colleagues.
- Collaboration. Effectively work in a team environment that will require you to coordinate activities and build partnerships across multiple internal/external organizations.
- Vendor Management and operations excellence. Ability to partner and work with multiple agencies/vendors, manage budgets and projects, cross-functionally, cross-geography, and with cross-company teams
- Resourcefulness. Skilled in using personal knowledge and any other available resources to resolve problems for customers and ensure their satisfaction.
- Accountability. Eager to set ambitious goals and take ownership for results. Proactive defining actions and following through.
- Flexibility. Can dynamically adjust priorities due to changing circumstances. An agile learner who is comfortable operating in complex environments.
- Travel. This position is based in either Horsham, PA or Titusville, NJ and may require up to 25% domestic travel.
The anticipated base salary range for the position is 118,000 to 204,000.
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.