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:
Business Enablement/Support
All Job Posting Locations:
Charlotte, North Carolina, United States, Dallas, Texas, United States, Horsham, Pennsylvania, United States of America, Orlando, Florida, United States of America, Phoenix, Arizona, United States, Pittsburgh, Pennsylvania, United States of America, Raleigh, North Carolina, United States
Job Description:
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 Case Manager to be located in Pittsburgh, PA; Horsham, PA; Raleigh, NC; Charlotte, NC; Orlando, FL; Phoenix, AZ; or Dallas, TX.
Purpose:
The Case Manager is a client-facing role responsible for responding to inquiries about patient programs, referral status, benefits verification, and financial assistance for Patient Service Center (PSC). They serve as the primary contact for Healthcare Providers (HCPs), patients, internal and external teams, ensuring clear communication, efficient case navigation, and access to therapy.
Responsibilities:
- Act as the primary point of contact and case manager for client, provider and customer inquiries and escalations.
- Support patients and providers with program enrollment, benefits verification and referral to specialty pharmacies.
- Conduct initial patient onboarding calls and ongoing support outreach.
- Maintain regular communication to update all parties on case status and next steps.
- Process PAP (patient assistance program) requests and re-approvals promptly.
- Refer patients to external programs as appropriate
- Identify and document adverse events and product complaints timely.
- Independently manage an assigned territory making timely decisions for case resolution.
- Demonstrate the ability to prioritize and balance the needs of patients, HCP offices utilizing program business.
- Provide concierge-level service resolve issues efficiently and escalate when necessary.
- Collaborate with field teams, manufacturer reps, providers, and internal/external teams to resolve complex cases.
- Maintain accurate, compliant documentation and communication to support program goals.
- Uphold patient privacy laws and foster collaborative team relationships.
- Other duties as assigned.
Required Qualifications:
High school diploma or equivalent.
Minimum of 4 years of working experience with at least 2 years’ experience in customer service, call center, or insurance roles preferably within a healthcare or pharmacy setting.
Ability to work assigned 8 hr shift between program operating hours of 8am-8pm EST.
Strong communication and interpersonal skills with a focus on customer service.
Proven ability to manage a case load, prioritize tasks, and build relationships.
Ability to efficiently navigate multiple screens and systems to perform work.
Ability to proficiently use Microsoft programs.
Preferred Qualifications:
- Undergraduate degree
- Certified Pharmacy Technician (CPhT)
- Bilingual Spanish speaking and writing
- Knowledge of benefit verification, foundation programs, plan types, and insurance structures.
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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 https://www.jnj.com/contact-us/careers, internal employees contact AskGS to be directed to your accommodation resource.
**Required Skills: **
Preferred Skills:
Accountability, Communication, Customer Analytics, Customer Centricity, Customer Service Philosophy, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Detail-Oriented, Inquiry Handling, Issue Escalation, Order Processing, Process Oriented, Service Excellence, Service Request Management