Patient Experience Manager at Johnson & Johnson

Toronto, Ontario, Canada

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Pharmaceuticals, MedTechIndustries

Requirements

Ability to manage strategic design, development, and launch of new patient support services and programs
Experience overseeing program governance and managing third-party vendors, including service levels, KPIs, operational resolution, and financial management
Expertise in providing direction, coordination, implementation, execution, control, and completion of projects aligned with company strategy
Capability to work in office 3 days per week and from home 2 days per week (per Flex Policy)
Skills in cross-functional collaboration with compliance, legal leaders, Patient Value Teams (PVTs), and external vendors
Proficiency in establishing, negotiating, and finalizing contracts with external vendor partners

Responsibilities

Design and launch new services or changes to existing programs, including new programs for brands or indications, through cross-functional collaboration
Coordinate internal resources and third-party vendors for project execution, develop project teams, manage performance, create detailed project plans, assess and manage risks, establish and manage budgets, and map processes for innovation
Establish program goals, objectives, and metrics to evaluate effectiveness and drive continuous improvement
Provide guidance and critical input to PVTs for designing new Patient Support Programs (PSPs) and expansions/contractions of existing PSPs
Provide governance over third-party vendors to ensure service levels and KPIs are met and evolve with market and patient needs
Lead and manage the hyper-care period for new services/programs, learning from and removing post-launch barriers to patient experience
Act as Chair for Patient Support Steering Committee to ensure compliance and formal approval of all patient support programs
Partner with Drug Safety, Product Quality, HCC, Legal, Compliance, and Finance to shape and support a patient-centric approach

Skills

Key technologies and capabilities for this role

Project ManagementProgram ManagementVendor ManagementStakeholder ManagementKPI ManagementStrategic DesignService Level AgreementsFinancial ManagementPatient Support Programs

Questions & Answers

Common questions about this position

What is the work arrangement for this role?

The position follows Johnson & Johnson's Flex Policy, requiring work in the office 3 days per week and work from home 2 days per week. It is located in Toronto, Ontario, Canada.

What are the main responsibilities of the Patient Experience Manager?

The role involves managing the strategic design, development, and launch of new patient support services and programs, overseeing vendor governance including service levels, KPIs, and financial management, and coordinating resources for project execution.

What skills are needed for this position?

Key skills include project management expertise in direction, coordination, implementation, execution, control, and completion of projects, vendor management including contracts, service levels, KPIs, and financial oversight, as well as cross-functional collaboration with compliance, legal, and external partners.

What is the company culture like at Johnson & Johnson?

Johnson & Johnson emphasizes patient-centric innovation, with teams inspired by patient insights to develop life-saving medicines, championing patients while collaborating cross-functionally to deliver healthcare breakthroughs.

What makes a strong candidate for this Patient Experience Manager role?

Strong candidates will have experience in project/program management, particularly in designing and launching patient support programs, managing vendors and contracts, and leading cross-functional teams with skills in risk assessment and execution.

Johnson & Johnson

Healthcare products in pharmaceuticals and devices.

About Johnson & Johnson

Johnson & Johnson operates in the healthcare sector with three main areas: pharmaceuticals, medical devices, and consumer health products. In the pharmaceuticals segment, the company develops prescription drugs for various medical conditions such as cancer and infectious diseases. The medical devices segment provides products used in surgeries and other medical procedures, while the consumer health segment offers over-the-counter products, including baby care and personal health items. Johnson & Johnson generates revenue through direct sales and partnerships, and it invests significantly in research and development to create new products that meet the needs of consumers and healthcare providers. The company stands out from competitors by emphasizing diversity, equity, and inclusion in its workplace, fostering an environment where employees can share their perspectives. Its goal is to improve patient outcomes and enhance the overall health and well-being of individuals globally.

New Brunswick, New JerseyHeadquarters

1886Year Founded

IPOCompany Stage

HealthcareIndustries

10,001+Employees

Risks

J&J faces a class action lawsuit in Australia over ineffective cold and flu medications.

Former J&J executives joining other firms could lead to increased competition.

Ongoing legal battles, like the lawsuit against Cigna, pose financial liabilities for J&J.

Differentiation

J&J operates in three segments: pharmaceuticals, medical devices, and consumer health.

The company invests heavily in R&D for innovative medical solutions and products.

J&J is committed to diversity, equity, and inclusion in its workplace culture.

Upsides

J&J's collaboration with Helsinki University Hospital focuses on value-based healthcare models.

The rise of personalized medicine offers J&J opportunities in targeted therapies.

Increased focus on digital health solutions presents expansion opportunities for J&J.

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