Job Description

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com.

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Customer Management

Job Sub Function:

Customer Service Operations

Job Category:

Business Enablement/Support

All Job Posting Locations:

Pittsburgh, Pennsylvania, United States of America

Job Description:

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

We are searching for the best talent for Patient Shipment Specialist.

Purpose: The Patient Shipment Coordinator is a professional client facing role responsible for various functions, including accurate and timely response to client inquiries regarding patient-specific programs, performing shipment set up, enrollment of patients into a safe return program, and completing detailed documentation in various computer systems to ensure patients get their therapy in a quick and efficient manner from the Non-Commercial Pharmacy.

You will be responsible for:

• Conduct initial and refill calls to patients informing them of available services as well as future targeted outreach to provide ongoing support.
• Complete shipment setup in the non-commercial pharmacy dispensing system.
• Ensure all calls are documented in various computer systems following business standards.
• Maintain frequent touchpoints through the outreach process to communicate progress to patients throughout their journey.
• Provide support, education, and status updates to regionally aligned field teams, HCP offices, and patients to ensure efficient referral processing, triaging, and shipment setups.
• Demonstrate the ability to prioritize and balance the needs of patients and HCP offices while meeting business needs.
• Provide concierge-level service to internal and external customers.
• Resolve any customer and client requests in a timely and accurate manner and escalate appropriately.
• Maintain frequent phone/email contact with internal operational staff. Utilize outbound faxes, internal systems, email alerts, and mailings per program guidelines.
• Strong compliance mindset, demonstrating clear understanding of patient privacy laws, regulatory standards and adverse event reporting.

· Coordinate shipments to HCP offices through utilization of an online shipment portal.

· Active participation in building and maintaining respectful, collaborative team relationships, exercising, and encouraging positivity.

· Other duties as assigned.

Qualifications / Requirements:

• High school diploma
• Minimum 2 years’ experience in a pharmacy or healthcare setting
• Minimum 2 years’ experience as a case manager or call center representative
• Ability to communicate effectively both orally and in writing with a focus on customer satisfaction
• Empathy, drive and commitment to exceptional service
• Ability to build productive internal/external working relationships
• Ability to proficiently use Microsoft Excel, Outlook and Word

Preferred Qualifications

• Undergraduate degree
• Bilingual Spanish speaking and writing

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 & 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, external applicants please contact us via https://www.jnj.com/contact-us/careers. Internal employees contact AskGS to be directed to your accommodation resource.

Required Skills:

Preferred Skills:

Accountability, Communication, Customer Analytics, Customer Centricity, Customer Service Philosophy, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Detail-Oriented, Inquiry Handling, Issue Escalation, Order Processing, Process Oriented, Service Excellence, Service Request Management