Patient Solutions Manager

2 months ago

North Ryde, Australia Johnson & Johnson Full time

Great Place to Work® Certified - 2024
- Competitive salary package, flexible work practices, award winning benefits
- Continuous training and development

ABOUT THE COMPANY

THE OPPORTUNITY

Best-in-class Patient Experiences are a critical enabler to achieving business ambitions and to ensuring the Quality Use of Medicines by patients who use our medicines.

As the Patient Solutions Manager, you will be responsible for collaborating with the cross-functional team while working closely with the APAC Patient Experience Centre of Excellence (CoE) and agency partners to build industry leading capability in patient experience across ANZ. Harnessing technology and leveraging deep insights to optimise the patient journey you will co-create patient solutions that improve patient outcomes. You will work closely with agency partners and the cross-functional team to facilitate a seamless customer and patient experience.

In carrying out your role, you will demonstrate an unwavering commitment to patient and customer centricity, compliance, quality, and patient safety. You will have the ability to deliver on current business requirements whilst future proofing our offerings through innovative solutions.

RESPONSIBILITIES
- Patient experience - understand deep insights of the patient journey and partner with cross-functional teams and the patient experience CoE to co-create patient solutions, particularly Patient Support Program, aligned to business objectives.
- Project and stakeholder management - collaborate cross-functionally to support the creation and execution of patient solutions. Develop detailed implementation plans and engage internal stakeholders and agency partners effectively to deliver on aligned business outcomes ensuring compliance, quality, and patient safety requirements are met.
- Patient insights and analytics - in collaboration with the PX CoE, internal teams and agency partners provide regular reporting of program performance. Proactively identify moments that matter to optimise the customer and patient experience.
- Patient experience technologies - work closely with the Patient Experience CoE, IT and agency partners to ensure we have the systems and processes in place to deliver J&J programs.
- Change management - in collaboration with cross-functional teams, actively engage in driving change through the ongoing evolution of patient experience approaches. Inspire people to buy into change and provide clear communication on the direction of patient experiences.

**Qualifications**:
Skills & Competencies
- Patient Support Program strategy, creation, implementation, management and measurement
- Strong project and stakeholder management
- Ability to manage different Functional requirements to drive alignment and bring about progress
- Vendor management including holding performance to account and seeking efficiencies
- Patient experience mapping - synthesising data to build actionable insights and solutions
- Data synthesis and performance monitoring
- working cross-functionally to bring patient insights to brand strategy and track performance
- Strong interpersonal and communication skills with the ability to drive change
- Innovative mindset - embrace alternative and adaptive solutions
- Ability to deal with ambiguous and complex situations - sometimes under pressure (e.g. Audits)
- Strong working knowledge of Credo, MA, HCBI and J&J policies

Experience or qualifications that are critical to this position
- Tertiary qualification in medicine, pharmacy, life science, pharmaceutical or related degree
- Minimum of 5 years’ experience in the pharmaceutical, healthcare or related business industry
- Experience in strategic marketing leading a cross-functional team
- Experience mapping patient and customer journeys
- Patient Support Program expertise

COMPANY CULTURE
- Competitive remuneration package.
- Continuous training and support.
- Award-winning leadership development programs.
- Inclusive, flexible, and accessible working arrangements.
- Equal opportunity employer supporting diversity and inclusion

WHY CHOOSE US:

- Competitive remuneration package and continuous training.
- Supportive environment with award-winning leadership development programs.
- Inclusive, flexible, and accessible working arrangements for all.

OUR BENEFITS:

- Up to 18 weeks of parental leave to support new parents.
- 4 days of volunteer leave to give back to the community.
- Option to purchase up to 2 weeks of additional annual leave for extra time off.
- Enjoy a dedicated Wellbeing Day to prioritize self-care.
- Global Wellness Reimbursement of $720 per year for healthy eating, exercise, or mindfulness activities.
- Access to an Employee Assistance Program for personal and professional support.
- Enhanced leave provisions for compassionate (caregiver) leave, providing up to 30 days of additional support.
- Life insurance coverage for added peace of mind.

And much more...

For more than 130 years, diversity, equity

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