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 We're disrupting outdated healthcare ecosystems and infusing them with transformative ideas to help people thrive throughout every stage of their lives.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!

In this role, you will:

• Support Client IT Programs and JGVCC Processes
  • Client communication includes cc of Ops Manager and Quality Assurance Manager
  • Subject Matter Expert (SME) for Client IT 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
  • 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
  • Provide correction instructions in Shared Resource for TLs, Quality and Ops Manager
• Collaboration with client IT 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/MIS 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, 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)

• 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
• Ability to understand root cause of issues and effectively resolve customer inquiries which may involve extensive analysis and research.
• 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.
• Preferred Requirements:
  • Tableau, Business Objects, Business intelligence, Excel Macros
  • Salesforce.com/iConnect/Genesys
  • Fulfillment (Graphnet, Printers, etc.)
  • Knowledge of client processes for Medical Information

Please note that most, but not all, Johnson & Johnson roles are currently virtual due to COVID-19. While locations/facilities have been aligned to our Internships and Co-Ops positions, assignments could be virtual due to the uncertainties of COVID-19. Work location is flexible if approved by the Company except that position may not be performed remotely from Colorado.

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.