At Johnson & Johnson, we use technology and the power of teamwork to discover new ways to prevent and overcome the world’s the most significant healthcare challenges. Our Corporate, Consumer Health, Medical Devices, and Pharmaceutical teams leverage data, real-world insights, and creative minds to make life-changing healthcare products and medicines. We're disrupting outdated healthcare ecosystems and infusing them with transformative ideas to help people thrive throughout every stage of their lives. With a reach of more than a billion people every day, there’s no limit to the impact you can make here. Are you ready to reimagine healthcare? 

Here, your career breakthroughs will change the future of health, in all the best ways. And you’ll change, too. You’ll be inspired, and you’ll inspire people across the world to change how they care for themselves and those they love. Amplify your impact. Join us! 

At Janssen Pharmaceutical Companies of Johnson & Johnson, what matters most is helping people live full and healthy lives. We focus on treating, curing and preventing some of the most devastating and complex diseases of our time. And we pursue the most promising science, wherever it might be found. We are working to create a world without disease. Transforming lives by finding new and better ways to prevent, intercept, treat, and cure disease inspires us. We bring together the best minds and pursue the most promising science.  

Janssen Scientific Affairs (JSA), LLC, a member of the Johnson & Johnson Family of Companies, is recruiting for multiple summer interns at the Titusville, NJ, or virtual location. Janssen Scientific Affairs, LLC is committed to transforming patient and population health.   We are Janssen. Our mission drives us. Our patients inspire us. We collaborate with the world for the health of everyone in it. 

Med Info Communications Channels (MICC) – Location, Titusville, NJ 

In this role, the intern will have the opporutnity to gain experience in operational support in various contact center process improvement initiatives. This candidate would have an interest in gaining Pharmaceutical industry experience, including project management, experience with IT systems, and designing project plans and training documents for the Janssen Scientific Affairs department.  

Intern role:

Responsibilities:

• Assist with development and organization of interdisciplinary job aids and training/guidance documents 

• Identify process improvement and operational efficiencies in an effort to streamline project tracking 

• Work across multiple project owners to reconcile project status and improve documentation 

• Organize central repository for “Operations Tool Kit"

Janssen Global Vaccine Contact Center (JGVCC) Operations and Process, Alphanumeric – Located in Titusville, NJ or Remote 

The role is in Janssen Scientific Affairs (JSA) team supporting the Global Contact center and projects in Medical Information. 

Intern role:

Primary responsibility will be to support Operations of Janssen Global Medical Information Contact Center with a focus on Process. 

Responsibilities:

• Support Client Technology Programs and Janssen Global Medical Information Processes  

• Client communication includes Operations Manager and Quality Assurance Manager 

• Subject Matter Expert (SME) for Client Technology programs 

• Ensure accuracy of documentation processes per client 

• Receive and track case corrections received by Client Operations 

• Align with Alphanumeric Quality Assurance Manager to ensure trends are identified and addressed 

• Consistent communication with Team Leads, Ops Manager and Agents 

• Sharing knowledge and guidance to TLs on client process changes (ad hoc and scheduled weekly meetings) 

• Develop tools and shared resources for TLs 

• Ensuring the “why” for corrections is communicated to TLs for sharing with team  

• Deliver training on process for team when needed or directed to ensure accuracy 

• Administrative oversight and development of case correction process  

• Process all Janssen Ops corrections/clarifications sent to Alphanumeric (Supplier) 

• Call and Case Reviews to investigate as needed  

• Distribution of corrections to appropriate agent and Team Lead with clear instructions on correction needs/process 

• Follow-up, management, and confirmation of all case corrections to client within specified time range 

• Validate case correction completed per client standard 

• Provide correction instructions in Shared Resource for TLs, Quality and Ops Manager  

• Collaboration with client Technology support to communicate technology issues, including escalation & C3i notification when necessary 

• Knowledge and troubleshooting support of all client systems and support resource for Alphanumeric team 

• Report all technical issues with Janssen resources to Janssen Ops, Operations Manager and appropriate resource 

• Coordinate with Team Leads to certify new agents for the phone and Fulfillment using client technology 

• Support for Triage/Medical Information queue if needed during shortage 

• Respond to inquiries via phone, email, or web chats from healthcare professionals, consumers, and patients handling adverse events, product Quality complaints, Health Care Provider (HCP) and patient education 

• Provide in-depth information and specific product prescribing information, clinical studies, and medical letters. 

• Build and strengthen customer relationships by obtaining strategic information, demonstrating broad knowledge and providing appropriate product information. 

• Complete all training within time assigned 

• Monthly reporting of case corrections to identify trends by agent and team 

• Data analytics reporting daily, weekly, monthly reporting 

• Creation of Director level presentations with metrics 

• Ability to collaborate with others to formalize presentations for senior leaders 

• Operations Manager to deliver monthly scorecard to evaluate performance to expectations (with feedback from Quality, client and Ops Manager)

QUALIFICATIONS

• Actively enrolled in and pursuing a Bachelors or Graduate Degree.  

• Be available to work full time (up to 40 hours) starting in May or June 2022 through August 2022, for at least 10 weeks. 

• Candidates must be a U.S. Citizen or Permanent resident 

• Be legally authorized to work in the United States and not require sponsorship for employment visa status (e.g. H1-B status) 

• Highly proficient in MS office suite 

• Knowledge and support of client IT tools to support JGVCC including, but not limited to: 

• Tableau, Business Objects, Business intelligence, Excel Macros 

• Salesforce.com/iConnect/Genesys 

• Fulfillment (Graphnet, Printers, etc.) 

• Pursing Minimum education Bachelor of Science in related field in (engineering, sciences, data analytics, pharmacy, medical or nursing) 

• Experience and demonstrate proven technical and computer skills, including standard MS Office Software 

• Previous contact center experience  

• Highly skilled in customer service and seek to provide excellent service on every contact 

• Must have Excellent oral/written communication skills. 

• Ability to understand root cause of issues and effectively resolve customer inquiries which may involve extensive analysis and research. 

• Demonstrated analytical, problem-solver with solid organizational, and interpersonal skills. 

• Capable to make decisions quickly, and strong drive for self and around team performance and metrics. 

• Self-starter who is motivated with experience exercising good judgment, and high integrity. 

• Excellent time management, planning and organizational skills 

• Meet challenging goals and timelines; quickly changes plans when data or actions require it. 

• High level of expertise in Adverse Event and Product Quality Complaint reporting, utilization of knowledge management systems and quickly navigate reporting systems 

• Able to work in a fast-paced structured environment with a team approach. 

• Possess proven technical and computer skills, including standard MS Office Software 

• Must have reliable transportation to work onsite, business casual attire, professional attitude, and be able to sit or stand for extended periods of time 

• Strong planning and tracking skills, capable of handling multiple projects, excellent time management with respect to priorities. 

• Can demonstrate leadership skills in a team environment and strong interpersonal skills  

• Exhibits strong analytical skills for integrating and interpreting interdisciplinary project information. 

• Problem-solving skills with experience developing creative solutions to maintain project timelines. 

• Core competencies include delivery of results, collaboration, interdependent partnering, customer focus, team training, building trust, change management, decision making, masters complexity, innovation, communications

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Push the boundaries of science to transform health—and your career.

Join us and advance life-changing treatments for people who need them most. At Johnson & Johnson, our focus is on improving global health equity and developing MedTech and pharmaceutical innovations that impact the future of health. Using AI and robotics to transform surgery or helping data scientists and clinicians formulate new ways to diagnose and treat disease, this work may sound like sci-fi, but it’s all science, all real, and could be your career. Whatever your background, skills, or career goals, there’s a place for you to help solve some of the world’s most pressing health challenges with us.

Accelerate your career while changing the world.

Each of our broadly-based family of companies offers an inclusive and empowering culture and employee benefits (like paid time off to volunteer, transgender-inclusive and same-sex partner health insurance coverage, and more) designed to help you live your best life, however you define it. And our best-in-class learning and development approaches, mentorship, and access to innovators across the world will help you grow your skills and reach your career goals. Because when you're at your best, nothing stands between you and your next breakthrough.