Director, Patient Access & Affordability – PAH, NS & Call Center Solutions
Publication date:
09 October 2024Workload:
100%Contract type:
Unlimited employment- Place of work:New Jersey
Director, Patient Access & Affordability – PAH, NS & Call Center Solutions
J&J Innovative Medicine is recruiting for a Director, Patient Access and Affordability – PAH, NS, & Call Center Solutions located in Titusville, New Jersey. At J&J Innovative Medicine, what matters most is helping people live full and balanced lives. We focus on treating, curing and preventing some of the most devastating and complex diseases of our time. We pursue the most promising science, wherever it might be found.
We are J&J Innovative Medicine. Our mission drives us. Our patients inspire us. We collaborate with the world for the health of everyone in it.
An important aspect of patient unmet need are affordability challenges that stand in the way of patients starting and staying on their medicine for the best chance at treatment success. The Patient Engagement and Customer Solutions (PECS) organization serves patients, during their treatment journey with J&J Innovative Medicine therapies, to help overcome challenges to fulfillment, on-boarding and adherence.
The Director, Patient Access and Affordability – PAH, NS, & Call Center Solutions will lead the team responsible for evolution of our existing access & affordability programs and the design of new solutions for the Pulmonary Arterial Hypertension (PAH) & Neuroscience (NS) portfolios while also driving external call center support optimization and effectiveness across the Innovative Medicine portfolio. You will be a member of the Patient Access and Affordability Solutions (PAAS) leadership team, working closely with the PECS patient experience teams and other patient solutions teams to deliver, measure and optimize the patient access & affordability journey, ensuring that more patients can start and stay on therapy. You will also work collaboratively with the brand marketing, access, and field teams to deliver a patient experience that delights the patient and supports business strategy and objectives. This position is responsible for leading the team who will help identify, co-create, and operationalize the solutions needed to support patients as they seek to start and stay on their prescribed treatment. Your work will directly impact the team’s ability to offer a seamless and intuitive path for patients to start their treatment, while providing confidence they will be supported throughout their time on treatment.
A Day in the Life
Every patient’s healthcare experience is unique - shaped by personal experiences and beliefs, the presence or absence of support networks, provider and payer dynamics, and socioeconomic factors. For many patients, the decision to start or stop a treatment is overwhelming. J&J Innovative Medicine recognizes this, and wants to create an experience that is personalized, helpful, and hopeful.
Day-to-day Responsibilities
The Director, Patient Access and Affordability – PAH, NS, & Call Center Solutions will lead the team responsible for compliantly developing and implementing best in class access & affordability solutions for the Pulmonary Arterial Hypertension & Neuroscience portfolios and will drive external call center optimization across the J&J Innovative Medicine portfolio. Their day-to-day responsibilities include:
- Call Center Strategy & Innovation: Drive external call center innovation across therapeutic areas through proof of concept, program scaling, and optimization to meet the evolving needs of the broad Innovative Medicine portfolio. Partner with teams leading internal call centers to drive consistency and share best practices.
- Access & Affordability Strategy: Identify, design and compliantly implement innovative solutions and shape the patient access & affordability services in PAH and NS to ensure a complete, inter-connected and digital experience for the patient that is communicated clearly and supports patient starts and stays.
- Collaborate: Partner with multiple vendors across IT, Patient Support Programs, and other external/internal partners to develop and execute solutions that can positively impact patient access and affordability experience. Work with your peers across the PAAS Leadership Team to share best practices, learn from failures, and elevate patient support programs across the entire Innovative Medicine portfolio.
- Customer-Centric Design Process: Create a solution experience that delivers on patient need and positively differentiates J&J Innovative Medicine from competition, utilizing cutting edge financial and technology solutions.
- Solution Excellence: Use patient analytics, voice of customer, internal and external benchmarking, and compliance monitoring to inform continued optimization of program performance; Identify solution enhancements including capabilities, training, technology, tools, and staffing and support sharing of best practices across the portfolio; effectively communicate and manage internal and external stakeholders to ensure successful delivery.
- Program Operations & Compliance: Lead program development & launch with partner suppliers in accordance with regulations & internal policy. This includes program approvals (legal, compliance, privacy), copy approval process, SOPs, training, and compliance monitoring.
- Goal Setting: Define KPIs and establish metrics and goals for access and affordability program awareness and utilization to build and provide business reviews to key stakeholders.
- Communications & Training: Coach your team through planning efforts for communications (targeting, messaging, creative, channels) and training in support of affordability programs - influencing indirectly through brand patient and professional marketing teams. Coach your team to design, and where appropriate help lead, training initiatives for our call center partners and field and field reimbursement managers to ensure strong delivery of patient service initiatives.
- Advancing Equity in Healthcare: Uncovering and addressing the needs of underserved populations for affordability solution awareness and enrollment.
- Culture: Support a culture of learning, smart risk-taking and experimentation
- Diversity & Inclusion: Create an inclusive environment in support of the company’s commitment to equal employment opportunity and the value of a diverse work force.
- Leadership & Ethics: As a member of the Patient Access & Affordability Leadership Team, model ethical, Credo-based leadership with deep knowledge and respect for legal and compliance requirements
About You
You are compassionate and empathetic, putting yourself in the shoes of the patients you support and the providers who care for them. You are passionate about delivering a great support experience that patients will remember and want to tell other people about. You welcome the challenge of working in a highly accountable role where you can meaningfully impact the health and wellbeing of others. You feel energized to be part of a team that is building new programs and novel models to support patients. You demonstrate conviction, proactivity and persistence when influencing others and overcoming resistance. You are agile and can adjust plans as priorities shift and maintain composure. You consistently deliver great results, but even when you fall short – you learn from it.