CAR-T Patient Support Eligibility Specialist (Horsham, PA)-J&J Innovative Medicine - 2306158652W

　　Description

　　J&J Innovative Medicine is recruiting for a CAR-T Patient Support Eligibility Specialist, located in Horsham, PA.

　　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.

　　J&J Innovative Medicine delivers on the promise of new treatments and ways to improve the lives of individuals with serious diseases. Built upon a legacy of creative firsts, J&J Innovative Medicine pursues advancing patient care with immunology and oncology solutions. Please visit www.jnj.com for more information.

　　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.

　　Overview

　　At J&J Innovative Medicine, we are raising the bar on customer experience in the pharmaceutical industry. Our customer service 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 individual must be service-oriented and have the ability to perform 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 Supervisor and will work in a department with multiple Patient Support Specialists. This position will play a critical role in the day-to-day operations of the patient support program by managing patient/caregiver eligibility and enrollment. In addition, this role is responsible for establishing relationships with treatment centers and developing ways of working to maximize efficiencies and performance metrics. To best support our customers, the team is 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 and rotating shifts. This position is hybrid and will require in-office work time.

　　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.

　　Responsibilities

　　Key responsibilities include, but are not limited to:

　　Perform day-to-day call center activities which include treatment center management and patient enrollment and eligibility checks while managing the CAR-T patient throughout the beginning phases of their treatment journey

　　Onboard new Certified Treatment Centers (CTCs) into the program to set expectations and establish ways of working

　　Provide program overviews and serve as the point person for a select number of patients/caregivers in supporting their enrollment into the program through an online case management system

　　Respond to inquiries from patients/caregivers/sites regarding the patient support service offerings using a call guide resource

　　Perform administrative functions of responding to eligibility and enrollment inquiries from patients/caregivers

　　Enter and maintain accurate data and records into CAR-T patient management tool in compliance with the program requirements

　　Follow all SOPs to ensure program compliance in working with patients and capturing data requirements needed 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 Eligibility Specialist team member to monitor performance and help find operational improvements in the patient experience so that we can continue to improve our service offerings over time to best support patients

　　Execute warm transfers of cases to the Patient Support Specialists and Patient Support Reimbursement Specialists, if needed

　　Have a strong understanding of the hardships and exemptions policy and appropriately carry out the appeals process when necessary

　　Escalate cases to Supervisors when issues arise or when supplemental input is required

　　_

　　Note: This is not an extensive, comprehensive listing of job functions. May perform other duties as assigned._Skills & Abilities

　　Ability to welcome patients/caregivers into the program and act as their point of contact, providing support throughout the enrollment and eligibility processes

　　Willingness to flex in a dynamic fast-paced environment with changing patient/caregiver needs

　　Demonstrated excellence in communication skills in speaking with patients/caregivers in caring manner so they feel supported while beginning 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

　　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 optimize satisfaction

　　Exhibits excellent organizational skills with the ability to prioritize activities to address patient eligibility and enrollment support needs

　　Effectively work in a team environment that will require you to coordinate activities, build partnerships across multiple stakeholders, both internally and externally

　　Agile learner who is comfortable operating in complex environments and shielding patients/caregivers from the complexity

　　Passionate about supporting cancer patients with multiple myeloma, with the ability to translate their needs and serve as a resource for our services

　　Qualifications

　　An Associate’s Degree with at least 2 years of experience is required, a Bachelor’s Degree is preferred

　　A minimum of 3 years of relevant experience is required, pharmaceutical/medical call center experience is preferred

　　Excellent oral and written communication skills with the ability to demonstrate patient empathy and support is required, bilingual capabilities are preferred

　　Ability to learn and work within IT platforms to document patient cases is required

　　Effectively collaborate in a team environment that will require you to coordinate activities and build partnerships across internal/external organizations is required

　　Skilled in problem-solving and using personal knowledge and any other valuable resources to work through ambiguous situations and ensure a positive customer experience is required

　　Demonstrates excellent care management and ability to maintain records, in accordance with the program design and compliance standards is required

　　Eager to take ownership, be proactive, and help enroll patients/caregivers into the program so that they are supported through their entire CAR-T journey is required

　　Strong demonstration computer skills required is required

　　This position will be in Horsham, PA at the CAR-T contact center and may require limited travel to other J&J locations for business meetings (temporarily remote)

　　Johnson & Johnson Family of Companies are equal opportunity employers, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.

　　Primary Location NA-US-Pennsylvania-Horsham

　　Organization Johnson & Johnson Health Care Systems Inc. (6077)

　　Job Function Business Relationship Management

　　Req ID: 2306158652W