Patient Experience Specialist

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:

Professional

All Job Posting Locations:

Orlando, Florida, United States of America, Phoenix, Arizona, United States, Pittsburgh, Pennsylvania, United States of America, Raleigh, North Carolina, United States

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 a Patient Experience Specialist to be in Pittsburgh, PA, Raleigh, NC, Phoenix, AZ, or Orlando, FL.

Purpose:

The Patient Experience Specialist will play a critical role in ensuring the program team provides the highest levels of customer experience during interactions. This role also will monitor program activities / interactions to ensure compliance with all operating procedures including adverse event reporting, execute random and scheduled internal audits, facilitate various process and customer experience improvement initiatives, and evaluate ongoing effectiveness. The Patient Experience Specialist will assist with contact center interaction monitoring, reviewing program performance, and working closely with Operations Leadership to identify trends to achieve high customer experience results and optimal outcomes. This role will also be responsible, along with program leadership, for managing ad-hoc projects, with a focus on creating tools, resources and training that enhance accuracy, productivity, and overall performance of the program.

Responsibilities:

• Monitor contact center interactions to provide objective scoring, calibration, and evaluation of recorded inbound calls, outbound calls, other interactions, and corresponding documentation to ensure that high customer experience standards are met.

• Work independently to set program expectations relating to high levels of customer experience and compliance.

• Ensure customer experience and quality measures are maintained by supporting the leadership and compliance teams in implementation of recommendations, keeping in mind adherence with documented current business rules, SOP’s and Work Instructions.

• Monitor adverse event compliance within the program SOPs, Work Instructions, completion time, and ensure adherence to customer experience and reporting expectations.

• Review, analyze, and follow-up on team processes to ensure all actions and tasks are compliant with program SOPs, Work Instructions and update as appropriate. Make recommendations to accomplish adverse event submission with the utmost efficiency.

• In collaboration with the program leadership team, training, initial certification and maintaining records of annual trainings and recertification of Adverse Events, updates and revisions to business, regulatory and compliance rules, and any operational changes related to program customer experience monitoring.

• Collaborate with the operations management to support provide timely coaching opportunities and assess future training needs to ensure teams meet established program metrics.

• Perform documentation audits with patient cases/records to evaluate if information was processed according to program SOPs.

• Perform data checks and collaborate with data team on data efforts

• Assist and participate in additional customer experience enhancement efforts & special projects as needed upon request.

• Devise customer experience and compliance metrics and analyze data for internal management and client inquiries.

• Other duties as assigned.

Required Qualifications:

• High school diploma or equivalent

• Minimum of 2 years’ experience in operations or quality assurance within a healthcare or pharmacy hub setting

• Previous call monitoring/ documentation monitoring experience

• Ability to manage deliverables in a fast-paced environment

• Proven ability to extract potential action items from data reports and trend success after implementation

Preferred Qualifications:

• Experience documenting standard operating procedures, documenting program requirements, creating training materials and working directly with cross-functional teams

• Ability to resolve simple and/or complex analytical problems

• Ability to present statistical and technical data in a clear and understandable manner

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, please contact us via https://www.jnj.com/contact-us/careers or contact AskGS to be directed to your accommodation resource.

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Required Skills:

 

 

Preferred Skills:

Analytical Reasoning, Business Behavior, Customer Centricity, Customer Intelligence, Customer Service Philosophy, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Data Analysis, Execution Focus, Issue Escalation, Mentorship, Order Processing, Service Excellence, Service Request Management