Director of Continuous Improvement leading initiatives and enhancing operations at Zeus Industrial Products. Responsible for strategic improvements across various departments to drive efficiency and excellence.
JJ
Hybrid Senior Director, Patient Service Center Innovation – Implementation
Posted 5 months ago
About the role
- Senior Director leading Patient Service Center innovation at Johnson & Johnson. Focusing on patient experience optimization and healthcare solutions development.
Responsibilities
- Guide a team passionate about refining, enhancing, and expanding Johnson & Johnson Innovative Medicine’s HUB (Patient Service Center - PSC) and Noncommercial Pharmacy (Access Therapy Center – ATC) capabilities.
- Lead continued optimization of the patient and customers experiences delivered through the PSC/ATC model, for the Immunology and Oncology portfolios.
- Drive the design, build and implementation of new product launches, indication expansions, and customer experience innovations across all access and fulfillment programs.
- Integrate with therapeutic area and Patient Experience Leadership Teams to design optimized end-to-end patient journeys and prioritization of projects that support overall business priorities.
- Collaborate with PSC/ATC leadership to ensure program design is delivered with awareness and inclusion of operational considerations and needs.
- Innovate across technology platforms (AI, CRM, Pharmacy Software, Telephony, etc) to enhance experience and efficiency in overall Cx Delivery Models.
Requirements
- Bachelor’s degree
- A minimum of 10 years of relevant healthcare business experience is required with a strong knowledge of the healthcare ecosystem (e.g., 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 overall 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 effectively in an unstructured environment and ability to manage project teams with or without direct reports.
- 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.
Benefits
- Health insurance
- 401(k) matching
- Flexible working hours
- Paid time off
- Professional development opportunities
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