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:

Customer Service Operations

Job Category:

Business Enablement/Support

All Job Posting Locations:

Pittsburgh, Pennsylvania, United States of America

Job Description:

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

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/.

Remote work options may be considered on a case-by-case basis and if approved by the Company.

An internal pre-identified candidate for consideration has been identified. However, all applications will be considered.

We are searching for the best talent for a Shipment Setup Specialist to be in Pittsburgh, PA.

Purpose:

The Shipment Setup Specialist is a professional client facing role responsible for various functions, including accurate and timely response to client inquiries regarding patient-specific programs, performing shipment set up, enrollment of patients into a safe return program, and completing detailed documentation in various computer systems to ensure patients get their therapy in a quick and efficient manner from the Non-Commercial Pharmacy.

Responsibilities:

• Conduct initial and refill calls to patients informing them of available services as well as future targeted outreach to provide ongoing support.

• Complete shipment setup in the non-commercial pharmacy dispensing system.

• Ensure all calls are documented in various computer systems following business standards.

• Maintain frequent touchpoints through the outreach process to communicate progress to patients throughout their journey.

• Provide support, education, and status updates to regionally aligned field teams, HCP offices, and patients to ensure efficient referral processing, triaging, and shipment setups.

• Demonstrate the ability to prioritize and balance the needs of patients and HCP offices while meeting business needs.

• Provide concierge-level service to internal and external customers.

• Resolve any customer and client requests in a timely and accurate manner and escalate appropriately.

• Maintain frequent phone/email contact with internal operational staff. Utilize outbound faxes, internal systems, email alerts, and mailings per program guidelines.

• Strong compliance mindset, demonstrating clear understanding of patient privacy laws, regulatory standards and adverse event reporting.

· Coordinate shipments to HCP offices through utilization of an online shipment portal.

· Active participation in building and maintaining respectful, collaborative team relationships, exercising, and encouraging positivity.

· Other duties as assigned.

Required Qualifications:

• High school diploma

• Minimum 2 years’ experience in a pharmacy or healthcare setting

• Minimum 2 years’ experience as a case manager or call center representative

• Ability to communicate effectively both orally and in writing with a focus on customer satisfaction

• Empathy, drive and commitment to exceptional service

• Ability to build productive internal/external working relationships

• Ability to proficiently use Microsoft Excel, Outlook and Word

Preferred Qualifications:

• Undergraduate degree

• Bilingual Spanish speaking and writing

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.

#LI-Remote

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.