Case Manager, Patient Service Center

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:
Customer Management

Job Sub Function:
Non-Technical Customer Service

Job Category:
Business Enablement/Support

All Job Posting Locations:
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 located in Pittsburgh, PA, Raleigh, NC, Orlando, FL, or Phoenix, AZ.

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....