Remote 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

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.