Patient Support Operations Supervisor

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

Job Function:

Customer Management

Job Sub Function:

Patient Education

Job Category:

People Leader

All Job Posting Locations:

Horsham, Pennsylvania, United States of America

Job Description:

J&J Innovative Medicine is recruiting for a Patient Support Operations Supervisor, CAR-T, located in Horsham, Pennsylvania.

About Innovative Medicine

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

About Patient Engagement and Customer Solutions

At J&J Innovative Medicine, we are committed to helping people live full and balanced lives by advancing innovative treatments for some of the most complex diseases of our time.

The Patient Engagement and Customer Solutions organization supports patients throughout their treatment journey with J&J Innovative Medicine therapies. As part of the Patient and Customer Care Solutions team, this role will help strengthen MyCARVYKTI Patient Support call center operations and the experience we deliver to Patients and Care Partners.

Our mission drives us, our Patients inspire us, and collaboration enables us to deliver meaningful support when it matters most.

Job Description

We're looking for a Patient Support Operations Supervisor to oversee key aspects of MyCARVYKTI Patient Support call center operations. This role will lead day-to-day training, program governance, compliance activities, process execution, and continuous improvement while maintaining the guidance and tools the team needs to perform consistently.

As the Operations Supervisor, you will support day-to-day execution, identify and address operational issues, and help keep workstreams on track. Through thoughtful use of data, clear communication, and collaboration with key partners, you will support team performance and help deliver a consistent, high-quality experience for patients and care partners throughout the treatment journey.

You will be responsible for:

Call Center Operations

• 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.

Program Governance and Compliance

• 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.

Technology and Process Optimization

• 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 implementation of operational solutions and reinforce consistent execution across the team.

Training

• Coordinate training activities and communicate operational expectations and program requirements.
• Support onboarding and operational readiness through training schedules, learning activities, and readiness assessments.
• Identify training needs and coordinate refresher or remediation activities with the appropriate partners.

Cross-Functional Leadership

• 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.

Culture and Inclusion

• Model inclusive leadership, respectful collaboration, continuous learning, and shared accountability.
• Create meaningful opportunities for feedback, recognition, development, and team connection.

Required Qualifications

• Bachelor's degree or higher and at least three years of experience in patient support operations, program coordination, healthcare operations, or a related role required.
• Experience in the pharmaceutical, biotechnology, or healthcare industry required.
• Experience coordinating operational workstreams, timelines, deliverables, and cross-functional partners required.
• Experience developing or maintaining SOPs, Work Instructions, Call Guides, or related operational materials required.
• Experience coordinating training, onboarding, or operational readiness activities required.
• Ability to review operational information, identify issues or improvement opportunities, and support practical solutions required.
• Strong organization, problem-solving, communication, and collaboration skills, with the ability to manage competing priorities and contribute to a respectful, service-oriented work environment required.
• Proficiency in Microsoft PowerPoint, Excel, and Word required.
• Hybrid position based in Horsham, PA, with a three-day in-person requirement and occasional travel to other J&J facilities, including Titusville, NJ. Up to 10% domestic travel required.

Preferred Qualifications

• Experience in a call center environment preferred, with a strong understanding of customer service best practices, case management, operational workflows, and delivering a seamless customer experience.
• Experience with compliance monitoring, quality assurance, or call center auditing preferred.
• Experience supporting technology, workflow, or operational efficiency improvements preferred.
• Experience with Salesforce or another customer relationship management platform preferred.

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.

Preferred Skills

Clinical Data Management, Clinical Research and Regulations, Confidentiality, Customer Support Operations, Customer Support Trends, Developing Others, Empathy, Inclusive Leadership, Leadership, Medical Communications, Operations Management, Patient Account Management, Patient Counseling, Patient Enrollment Standards and Regulations, Program Management, Stakeholder Engagement, Strategic Thinking, Team Management