Patient Support Specialist, CAR-T - Horsham, Pennsylvania, United States of America

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 ...

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

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:

Patient Advocacy

Job Category:

Professional

All Job Posting Locations:

Horsham, 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

Johnson & Johnson Innovative Medicine is recruiting for a Patient Support Specialist, CAR-T Patient Support Solutions, located in Horsham, Pennsylvania.

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

Ciltacabtagene autoleucel (cilta-cel/JNJ-4528) is J&J Innovative Medicine's novel, cell-therapy treatment whereby a patient's immune cells are collected, shipped to the manufacturer, and genetically modified to be reinfused as a drug product into the patient. CAR-T requires a high degree of coordination across supply chain/commercial organizations and the hospital administering this treatment.

Job Description

At J&J Innovative Medicine Oncology, we are raising the bar on customer experience in the pharmaceutical industry. Our Patient Support Solutions team supports eligible cancer patients and their caregivers through their CAR-T journey. We are deeply committed to providing patients/caregivers with an exceptional service experience, so they are well-positioned for treatment and to receive care.

The Patient Support Specialist must be service-oriented and have the ability to drive insights and operational enhancements in a dynamic environment, while remaining forward-thinking to proactively and reactively respond to patient/caregiver needs. A successful candidate must have excellent communication and critical thinking skills. The role represents a unique opportunity to directly assist patients/caregivers in close partnership with internal and external supplier partners.

This position will report into the Patient Support Supervisor for the CAR-T Hub Operations and will work in a department with multiple Patient Support Specialists. This position will play a critical role in managing the day-to-day operations of the Patient Support Program by assisting with patient/caregiver eligibility, enrollment, travel logistics and reimbursement where appropriate. To best support patients and their caregivers, the team will be set up as contact center with operating hours of 8AM to 8PM Monday through Friday in which you will be expected to work 8.5-hour shifts within operating hours. The call center team works on a 4-week rotation where they alternate between 3 shifts.

You must welcome the challenge of working in a highly visible role where you can meaningfully impact the health and well-being of others. You should be a motivated self-starter and quick study who approaches assignments with urgency and diligence.

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 initiate CAR-T treatment is personal. J&J Innovative Medicine recognizes this, and wants to create an experience that is empathetic, supportive, and personalized to the patient and caregiver needs.

Key roles and responsibilities include:

• Perform day-to-day call center activities which include welcoming eligible patients to the program, travel and logistics arrangements, and incidental reimbursement while managing the CAR-T patient throughout their treatment journey
• Serve as the point person for a select number of patients/caregivers in supporting their treatment through an online case management system
• Management of a geographical territory where you will be responsible for managing several treatment center relationships and interactions to improve engagement and program performance
• Responding to inquiries from patients/caregivers/treatment center sites regarding the patient support service offerings using a call guide resource
• Handle administrative tasks related to travel and logistics requests, often on short notice, while maintaining composure and providing support to the patient and caregiver
• Work alongside the Patient Support Reimbursement Specialist to verify patient travel expenses in accordance with SOPs
• Input and maintain accurate data and records in the CAR-T patient management tool (Salesforce), ensuring compliance with program requirements
• Adhere to all SOPs to ensure program compliance when working with patients and collecting necessary data for the program
• Proactively work with patients/caregivers showing empathy and compassion throughout their treatment plan and providing exceptional service
• Work as a Patient Support Specialist team member to monitor performance and help find operational improvements in the end-to-end patient experience so that we can continue to improve our service offerings over time in support patients
• Assist with data collection to identify trends and insights to help improve the program, customer experience or case management
• Note: This is not an extensive, comprehensive listing of job functions. May perform other duties as assigned.

Skills & Abilities

• Ability to be the point of contact for patients/caregivers with demonstrated excellence in case management in managing inquiries from beginning to end
• Willingness to flex in a dynamic fast-paced environment with changing patient/caregiver needs
• Self-starter skilled in problem-solving and using personal knowledge and any other available resources to work through ambiguous situations to resolve issues for patients/caregivers and ensure their complete satisfaction
• Demonstrated excellence in communication skills in speaking with patients/caregivers in caring manner, so they feel supported throughout their treatment journey
• Demonstrated ability to remain calm, compassionate and empathetic in stressful and urgent situations
• Demonstrates ability to complete tasks with sense of urgency while adhering to SOPs and established program business rules
• Strong understanding of the importance of adhering to SOPs to ensure compliance throughout the process
• Exhibits excellent organizational skills with the ability to prioritize activities to address patient travel, logistics and reimbursement support needs
• Effectively work in a team environment that will require you to coordinate activities, build partnerships across multiple stakeholders, both internally and externally

Qualifications

• Associate degree or equivalent high education training required, B.S. or B.A. degree preferred
• A minimum of 3 years of relevant experience is required, pharmaceutical/medical call center experience preferred
• Demonstrates excellent care management and ability to maintain records, in accordance with the program design and compliance standards required
• Excellent organizational skills with the ability prioritize work, multi-task, and flex as the needs of patients/caregivers change required
• Ability to learn and work within new IT platforms (Salesforce) to manage patient cases required
• Effectively collaborate in a mostly virtual team environment that will require you to coordinate activities and build partnerships across internal/external organizations required
• Skilled in problem-solving and any other provided resources to work through ambiguous situations and make recommendations to leadership
• Excellent oral and written communication skills with the ability to demonstrate patient empathy and support is required, bilingual capabilities are preferred
• Eager to take ownership, be proactive, and see patients/caregivers through their entire CAR-T journey required
• Ability to demonstrate strong phone and interpersonal skills, adapts to customer needs, strong listening skills, proper phone etiquette
• Knowledge of Microsoft tools, capability to accurately log calls in a CRM platform, and a strong comfort level with technology
• This position will be in Horsham, PA at the CAR-T call center and may require limited travel to other J&J locations for business meetings required

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 . Internal employees contact AskGS to be directed to your accommodation resource.

Required Skills:

Preferred Skills:

Analytical Reasoning, Analytics Insights, Business Behavior, Care Planning, Clinical Evaluations, Coaching, Communication, Customer Support Operations, Customer Support Trends, Execution Focus, Learning Agility, Patient Advocacy, Patient Care, Patient-Customer Experience, Problem Solving, Provider Environment, Technical Credibility