Remote Associate Director, PSC Operations

Biopharma Asia; Pittsburgh (Allegheny County); Sur place; USD 127 000 - 219 000; Plein temps

Avantages offerts par ce poste

401(k) retirement plan

Paid time off

Résumé du poste

Johnson & Johnson is seeking an Associate Director, Patient Service Center (PSC) Operations, to lead a high-performing team delivering compliant, high-quality patient and provider services across patient support programs. You will ensure operational excellence and regulatory compliance while driving continuous improvement.

You will lead, mentor, and motivate colleagues to achieve performance goals, oversee daily operations, monitor KPIs, and collaborate across functions to optimize workflows and

Qualifications

• Bachelor’s degree required in Life Sciences, Business, Healthcare Administration or related fields.
• 8-10 years of progressive experience in patient services, patient support, pharmaceutical, biotech or other healthcare industry roles.
• Proven leadership skills with the ability to inspire and motivate a team, while maintaining accountability.
• Proven ability to work in a matrix environment with cross functional teams.
• Strong analytical skills and data analytics experience with performance reporting and digital tools used in contact center operations and patient service operations.
• Excellent written and oral communication, learning agility, change management, and ability to influence without authority.

Responsabilités

• 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 and improve workflow.
• Supervise 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 status, successes, improvements, and quarterly reviews.

Connaissances

Advanced Analytics

AI solution evaluation

Customer Centricity

CRM

Customer Satisfaction

Leadership

Team Management

SOP

Formation

Bachelor’s degree required

Outils

CRM platforms

Call center software

Reporting dashboards

Microsoft Office

Description du poste

Johnson & Johnson is seeking an Associate Director, Patient Service Center (PSC) Operations, to lead a high-performing team delivering compliant, high-quality patient and provider services across patient support programs. You will ensure operational excellence and regulatory compliance while driving continuous improvement.

You will lead, mentor, and motivate colleagues to achieve performance goals, oversee daily operations, monitor KPIs, and collaborate across functions to optimize workflows and