Director, Patient Experience, Oncology GU

Johnson & Johnson · Horsham · $150,000–$258,750 (stated in the posting)

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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.

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Job Description:

Johnson & Johnson is currently seeking a Director, Patient Experience, Oncology GU to join our Patient Engagement and Customer Solutions (PECS) team located in Horsham, PA or Titusville, NJ. An internal pre-identified candidate for consideration has been identified. However, all applications will be considered.

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

Job Description

The Patient Engagement and Customer Solutions (PECS) team was created to deliver on our commitment to raise the bar on Patient Experience. Our goal is to exceed the expectations of the healthcare professionals who prescribe our products and the patients and caregivers who depend on them.

The Director, Patient Experience, Oncology GU will lead Patient Experience strategy and execution for the prostate (ERLEADA) and bladder brand portfolio (INLEXZO, Erda-IRDS) . This role will own the end-to-end patient experience across both disease areas, including access and fulfillment, treatment initiation, onboarding, adherence and persistence. As a member of the Oncology Patient Experience Leadership Team, the Director will partner closely with the Oncology GU brand teams and cross-functional partners to translate patient, caregiver, provider, access and market insights into coordinated solutions and strong field execution. Key deliverables include access and fulfillment solutions, patient and caregiver engagement, digital engagement, provider hub capabilities, and field reimbursement support strategy and deployment.

A Day in the Life

Every patient’s healthcare journey is unique. Shaped by personal experiences, disease activity, socioeconomic factors, and many other factors, each patient’s journey is unique. For many patients, the complexity of navigating healthcare is overwhelming. Johnson and Johnson understands the importance of personalized care and strives to create an informed, empathetic experience that instills hope for every patient prescribed one of our brands.

The Director, Patient Experience, Oncology GU works in service to providers, patients and caregivers for their needs across the prostate and bladder cancer journeys. Day-to-day responsibilities include:

• People Development: Coach, develop and motivate direct report(s) and their teams
• Portfolio and Px Strategy: Own and lead an integrated, end-to-end Patient Experience strategy for the prostate and bladder brands, supporting patients and caregivers from treatment decision through access, initiation, ongoing treatment, adherence and persistence.
• Launch strategy and execution: Lead strategy and execution for patient and customer experience across all new product and indication launches in prostate and bladder.
• Generate Insights: Use patient and caregiver research, journey data, provider insights, payer and access dynamics, and competitive assessments to build a deep understanding of the prostate and bladder cancer experience and translate insights into prioritized solutions.
• Customer-Centric Design Process: Engage patients, caregivers, advocacy organizations, providers and other appropriate stakeholders in co-creating and continuously optimizing inclusive solutions for the GU oncology community.
• Goal Setting: Define KPIs, metrics and performance goals for Patient Experience strategies and solutions across the prostate and bladder portfolio, including access, fulfillment, onboarding, engagement, adherence and persistence.
• Program Design: Create and approve requirements for Patient Experience solutions across the prostate and bladder brands, with a focus on seamless, coordinated support across solution types and stages of the patient journey.
• Communications Planning: Lead communications planning and development, including audience strategy, messaging, creative, channels and training, in support of Patient Experience programs and in partnership with patient and professional marketing teams.
• Measurement & Reporting: Be accountable for Patient Experience performance through dashboards, research and analytics; use results to optimize solutions and inform portfolio decisions.
• Business Planning: Lead Patient Experience business planning for Oncology GU, ensuring an integrated plan across prostate and bladder brands with aligned objectives, execution, resourcing and governance; own strategic recommendations and budget for access, fulfillment, onboarding, engagement, adherence and persistence solutions.
• 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: 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 visible, highly accountable and matrixed 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 capabilities and ways of working. You consistently deliver great results, but even when you fall short – you learn from it.

Qualifications

Education and work experience

Bachelor's degree required; MBA or other related advanced degree preferred. 

• A minimum of 7 years of healthcare business experience (EX: sales, marketing, payer/access experience, operations, supply chain, analytics) is required, of which 5 years demonstrated marketing experience.  
• 2 years of proven performance in leading a team of direct reports preferred

Experience in the areas below is required:

• P&L management
• Strategy development
• Leading across a matrixed organization
• Patient Experience, services and/or healthcare marketing, preferably in oncology or another complex specialty market

Experience in the areas below is preferred:

• Demonstrated communication skills and ability to balance multiple workstreams at one time
• Previous Patient Experience, customer experience, Oncology, Market Access and/or affordability leadership experience
• Change management

Communication.  Excellent oral and written communication skills, including the ability to manage conflict and defuse difficult situations.

Relationship building.  Excellent interpersonal skills with a demonstrated track record for forging strong, productive relationships with a diverse array of customers and colleagues.

Collaboration.  Effectively working in a matrix environment will require you to coordinate activities and build partnerships across multiple internal/external organizations.

Resourcefulness.  Skilled in using personal knowledge and any other available resources to resolve problems for customers and ensure their satisfaction.

Accountability.  Eager to set ambitious goals and take ownership for results. Proactive defining actions and following through.

Flexibility.  Can dynamically adjust priorities due to changing circumstances.  An agile learner who is comfortable operating in complex environments.

Travel. This position is based in Horsham, PA or Titusville, NJ, and requires up to 25% domestic travel.

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 and 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 email the Employee Health Support Center  (ra-employeehealthsup@its.jnj.com) or contact AskGS to be directed to your accommodation resource.

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