Patient Support Operations Lead – Hybrid (PA)

Johnson & Johnson Co.; Horsham (PA); Hybrid; USD 85,000 - 110,000; Full time

Job summary

Johnson & Johnson is seeking a Patient Support Operations Supervisor for MyCARVYKTI in Horsham, PA. You will lead the Patient Support call center, drive training, governance, compliance, and continuous improvement to ensure a high-quality patient experience.

The role requires a Bachelor's degree and 3+ years in patient support or healthcare operations, with expertise in SOPs, call guides, and cross-functional collaboration. Hybrid work with occasional travel may be required.

Qualifications

• Bachelor's degree or higher and at least three years of experience in patient support operations or healthcare operations.
• Experience in the pharmaceutical, biotechnology, or healthcare industry.
• Experience coordinating operational workstreams, timelines, deliverables, and cross-functional partners.
• Experience developing or maintaining SOPs, Work Instructions, Call Guides, or related operational materials.
• Strong organization, problem-solving, communication, and collaboration skills.
• Proficiency in Microsoft PowerPoint, Excel, and Word.

Responsibilities

• Lead day-to-day operational coordination across the MyCARVYKTI Patient Support call center, establishing clear priorities, ownership, timelines, and follow-through.
• Support workforce planning and scheduling to meet operational needs.
• Monitor operational performance, identify improvement opportunities, and support actions that strengthen quality, efficiency, and team performance.
• Own the review and maintenance of program SOPs, Work Instructions, Call Guides, and related operational materials.
• Conduct case audits, call monitoring, and related compliance activities to identify trends, address gaps, and reinforce consistent program execution.
• Monitor alignment with program SOPs, Work Instructions, and Call Guides; clarify expectations and coordinate action when risks or gaps are identified.
• Manage governance and compliance deliverables through completion, ensuring accurate documentation, timely decisions, and closed-loop follow-up.
• Identify workflow, technology, and efficiency opportunities across call center operations, including Salesforce enhancements and risk-mitigation needs.
• Define operational requirements, assess impacts and dependencies, and coordinate implementation with business, technology, and supplier partners.
• Support onboarding and operational readiness through training schedules, learning activities, and readiness assessments.
• Coordinate training activities and communicate operational expectations and program requirements.
• Build strong partnerships with call center leaders, internal stakeholders, and external suppliers to align priorities and enable effective execution.
• Clarify roles, decisions, deliverables, dependencies, and timelines; proactively elevate risks and remove barriers to progress.
• Provide concise, audience-appropriate updates that maintain alignment, support decisions, and drive accountability.
• Model inclusive leadership, respectful collaboration, continuous learning, and shared accountability.
• Create meaningful opportunities for feedback, recognition, development, and team connection.

Skills

Strong communication

Collaboration

Problem-solving

Organizational skills

Education

Bachelor's degree or higher

Tools

PowerPoint

Excel

Word

Salesforce

Job description

Johnson & Johnson is seeking a Patient Support Operations Supervisor for MyCARVYKTI in Horsham, PA. You will lead the Patient Support call center, drive training, governance, compliance, and continuous improvement to ensure a high-quality patient experience.

The role requires a Bachelor's degree and 3+ years in patient support or healthcare operations, with expertise in SOPs, call guides, and cross-functional collaboration. Hybrid work with occasional travel may be required.