Manager, Medical Information Capabilities & Innovations

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 https://www.jnj.com

Job Function:
Medical Affairs Group

Job Sub Function:
Multi-Family Medical Affairs

Job Category:
People Leader

All Job Posting Locations:
Titusville, New Jersey, United States of America

Job Description:

We are searching for the best talent for our Manager, Medical Information Capabilities & Innovations role to be in Titusville, NJ.

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

Purpose:

The Manager, Medical Information Capabilities and Innovations at Medical Information Scientific Engagement (MISE), will optimize customer engagement experience ensuring seamless operations of MISE channels and improving omni-channel capabilities.

This role will focus on developing and implementing capabilities by taking a comprehensive view of various engagement channels, including live chat, video calls, texting, artificial intelligence, phone, website, and email, to transform the Medical Information engagement experience.

In addition, this role will be responsible for business continuity, training, audit support, ongoing operational excellence, process governance and advancing the strategic channel capabilities.

This position will work collaboratively with business partners in Scientific Affairs, IT and vendors to improve MISE channel capabilities.

You will be responsible to:



* Provide support across all channels (e.g., Phone, IVR, email, live chat, live video, texting etc.) for solution implementations, channel optimization initiatives and provide suggestions for platform and process improvements.


* Maintain knowledge and expertise in MISE systems, including crafting /updating procedural documents, user manuals, standard operating procedures, and collaborating with Medical Information leadership to ensure consistency, utilization, and understanding


* Provide subject matter expertise on work force management and quality assurance capabilities in support of both J&J and vendor teams.


* Lead Channel/Customer Relationship Management(CRM) issue resolution, continuous advancement of capabilities and collaboration cr...