Associate Director, PSC Operations & Patient Experience

Johnson & Johnson Innovative Medicine; Horsham (PA); On-site; USD 130,000 - 170,000; Full time

Job summary

Johnson & Johnson Innovative Medicine seeks an Associate Director, Patient Service Center (PSC) Operations to lead a large, diverse team delivering compliant, high-quality patient and provider services across programs. You will ensure operational excellence, regulatory compliance, and continuous improvement in all program activities.

You will guide performance, analytics, and data-driven improvements while partnering with cross-functional teams and external partners to optimize workflows and

Qualifications

• Bachelor’s degree in Life Sciences, Business, Healthcare Administration or related field.
• 7–10 years of progressive experience in patient services, patient support, pharmaceutical, biotech or other healthcare industry roles
• Strong analytical skills and experience in data analytics, reporting and digital tools used in contact center operations and patient services
• Proven leadership skills with ability to inspire, motivate and drive accountability in a matrix environment

Responsibilities

• Lead, mentor, and motivate team members to achieve performance goals and high customer satisfaction.
• Oversee day-to-day operations, ensuring adherence to policies, procedures, and SLAs.
• Monitor KPIs and identify areas for operational improvement.
• Ensure operations follow industry regulations and company standards.
• Analyze customer feedback to drive service enhancements and resolve issues.
• Collaborate with cross-functional teams and external partners to streamline processes.
• Supervise, coach, and mentor a team of 50+ direct and indirect reports.
• Foster a positive, inclusive, high-performance work culture.
• Deliver presentations to internal stakeholders on compliance, patient care, and quarterly reviews.
• Ensure compliance with patient privacy laws and stay updated on regulatory changes.
• Travel up to 25% to Pittsburgh, PA and other locations.

Skills

Leadership

Data analytics

Communication

Change management

Influence without authority

Education

Bachelor’s degree

Advanced degree

Tools

CRM platforms

Call center software

Microsoft Office

Job description

Johnson & Johnson Innovative Medicine seeks an Associate Director, Patient Service Center (PSC) Operations to lead a large, diverse team delivering compliant, high-quality patient and provider services across programs. You will ensure operational excellence, regulatory compliance, and continuous improvement in all program activities.

You will guide performance, analytics, and data-driven improvements while partnering with cross-functional teams and external partners to optimize workflows and