Director of PSC Operations

Johnson & Johnson; Pittsburgh (Allegheny County); On-site; USD 150,000 - 259,000; Full time

Job summary

Johnson & Johnson seeks a Director of Patient Service Center (PSC) Operations to lead and shape the strategic vision in a large, matrixed environment. The role focuses on delivering integrated patient support, ensuring medication access, and driving growth and excellence across HUB services.

You will partner with senior leaders to develop innovative PSC programs, oversee call center and data management, and mentor a high-performing team while traveling up to 25% of the year.

Qualifications

• Bachelor’s degree in healthcare, business or related field.
• 10+ years in healthcare, biotech, pharma or specialty pharmacy.
• 5+ years in managing contact center or patient access operations.
• Proven ability to drive innovative solutions and operational excellence.
• Deep understanding of pharma dynamics, reimbursement, HIPAA & FDA.
• Experience in Oncology, Immunology or rare diseases.
• Proven budget management and operational metrics experience.
• Strong leadership and cross-functional team management.
• Excellent written and verbal communication skills.
• Strong data analytics and digital HUB tools knowledge.

Responsibilities

• Define and execute strategic vision and growth plans for PSC.
• Collaborate with PECS Solutions, Compliance, JJIT and Commercial leads.
• Develop and implement innovative PSC support programs (access, education, copay).
• Oversee daily PSC operations: access, call center, data, client services.
• Ensure regulatory compliance (HIPAA, FDA) and industry standards.
• Act as SME for pharmaceutical clients, ensuring satisfaction and partnerships.
• Manage budgets, financial targets and resource allocation for HUB services.
• Monitor KPIs and drive continuous improvement in service delivery.
• Mentor PSC leadership and foster high-performance culture.
• Travel up to 25% of the time; perform other duties as assigned.

Skills

Bachelor's degree

10+ years healthcare/biotech/pharma

5+ years contact center/patient access

leadership & cross-functional teams

budgets & KPIs management

reimbursement & regulatory knowledge

Oncology/Immunology/rare diseases

data analytics & digital HUB tools

clear written & verbal communication

Education

Bachelor's degree

Tools

CRM systems

Data analytics tools

Job description

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Customer Management

Job Sub Function:

Customer Service Operations

Job Category:

People Leader

All Job Posting Locations:

Charlotte, North Carolina, United States, Dallas, Texas, United States, Horsham, Pennsylvania, United States of America, Orlando, Florida, United States of America, Phoenix, Arizona, United States, Pittsburgh, Pennsylvania, United States of America, Raleigh, North Carolina, United States, Titusville, New Jersey, United States of America

Job Description:

Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow.

Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way.

Learn more at https://www.jnj.com/innovative-medicine

We are searching for the best talent for a Director of PSC Operations to be located in Pittsburgh, PA; Raleigh, NC; Charlotte, NC; Dallas, TX; Orlando, FL; Phoenix, AZ; Horsham, PA; or Titusville, NJ.

Purpose:

The Director of Patient Service Center (PSC) Operations will collaborate closely with the Sr. Director of Operations in shaping and executing the strategic vision, providing operational leadership for all services and driving accountability for performance across a large and highly matrixed team of Leadership and Agents. The Director will focus on delivering integrated patient support solutions, ensuring optimal access to medications, and driving operational excellence and growth across the organization.

Key Responsibilities:

• Help define and execute the strategic vision and growth plans for Patient Service Center (PSC) in partnership with executive leadership.
• High touch communication and collaboration with stakeholders from PECS Solutions, Compliance, JJIT and Commercial Lead partners.
• Lead the development and implementation of innovative PSC support programs, including access, education, reimbursement, and copay assistance.
• Oversee daily PSC operations, including patient access, call center, data management, and client services, ensuring efficiency and scalability.
• Ensure compliance with all regulatory requirements (e.g., HIPAA, FDA) and industry standards.
• Serve as a subject matter expert for pharmaceutical clients, ensuring satisfaction and long-term partnerships.
• Manage budgets, financial targets, and resource allocation for HUB Services.
• Monitor KPIs and drive continuous improvement in service delivery and accountability.
• Mentor and develop PSC leadership and staff, fostering professional growth and a high-performance culture.
• Travel up to 25% of the time.
• Other duties as assigned.

Required Qualifications:

• Bachelor’s degree required (healthcare, business, or related field).
• A minimum of 10 years of relevant industry experience in healthcare, biotech, pharmaceutical, or specialty pharmacy services.
• A minimum of 5 years of experience managing contact center services or patient access programs, including operational leadership and client-functional and/or client-facing responsibilities
• Proven ability to deliver innovative solutions and drive operational excellence.
• Deep understanding of pharmaceutical industry dynamics, reimbursement models, regulatory requirements (e.g., HIPAA, FDA), and patient access challenges.
• Experience in specialty areas such as Oncology, Immunology, or rare diseases.
• Proven track record managing budgets, operational metrics, and delivering innovative solutions.
• Exceptional leadership and team management skills, including experience leading cross-functional teams.
• Excellent written and verbal communication skills, with the ability to interact effectively with internal and external stakeholders at all levels
• Strong understanding of data analytics and digital tools used in HUB operations.

Preferred Qualifications:

• Master’s degree, MBA, or other relevant graduate degree.

• Experience with Commercial, Medicare, and Medicaid insurance design and patient out-of-pocket dynamics.
• Experience in developing and implementing patient support, access services, and copay assistance programs.
• Vendor management experience and oversight of external contact center and/or eService vendors.
• Experience collaborating with senior leadership and cross-functional teams to align HUB initiatives with broader organizational goals.
• Experience in a fast-paced, highly regulated environment with a focus on continuous improvement and operational scalability.

#Li-Remote

Johnson & Johnson is an 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, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson and Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, please email the Employee Health Support Center ([e-mail]) or contact AskGS to be directed to your accommodation resource.

If you are under 18 years of age you (the candidate) may need to obtain the necessary working papers or other documentation required by state law to start the assignment, as well as get a parent’s consent for the background check.

Required Skills:

Preferred Skills:

Continuous Improvement, Customer Centricity, Customer Relationship Management (CRM), Customer Retentions, Customer Satisfaction, Customer Service Philosophy, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Developing Others, Emotional Intelligence, Fact-Based Decision Making, Inclusive Leadership, Leadership, Performance Measurement, Process Optimization

The anticipated base pay range for this position is :

$150,000.00 - $258,750.00

Additional Description for Pay Transparency:

Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).

• Vacation –120 hours per calendar year
• Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year
• Holiday pay, including Floating Holidays –13 days per calendar year
• Work, Personal and Family Time - up to 40 hours per calendar year
• Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child
• Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year
• Caregiver Leave – 80 hours in a 52-week rolling period10 days
• Volunteer Leave – 32 hours per calendar year
• Military Spouse Time-Off – 80 hours per calendar year

For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits