Patient Support Operations Supervisor

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 jnj.com.

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Customer Management

Job Sub Function:

Patient Education

Job Category:

People Leader

All Job Posting Locations:

Horsham, Pennsylvania, United States of America

Job Description:

J&J Innovative Medicine is recruiting for a Patient Support Operations Supervisor, CAR-T, located in Horsham, Pennsylvania.

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

About Patient Engagement and Customer Solutions

At J&J Innovative Medicine, we are committed to helping people live full and balanced lives by advancing innovative treatments for some of the most complex diseases of our time.

The Patient Engagement and Customer Solutions organization supports patients throughout their treatment journey with J&J Innovative Medicine therapies. As part of the Patient and Customer Care Solutions team, this role will help strengthen MyCARVYKTI Patient Support call center operations and the experience we deliver to Patients and Care Partners.

Our mission drives us, our Patients inspire us, and collaboration enables us to deliver meaningful support when it matters most.

Job Description

We’re looking for a Patient Support Operations Supervisor to oversee key aspects of MyCARVYKTI Patient Support call center operations. This role will lead day-to-day training, program governance, compliance activities, process execution, and continuous improvement while maintaining the guidance and tools the team needs to perform consistently.

As the Operations Supervisor, you will support day-to-day execution, identify and address operational issues, and help keep workstreams on track. Through thoughtful use of data, clear communication, and collaboration with key partners, you will support team performance and help deliver a consistent, high-quality experience for patients and care partners throughout the treatment journey.

You will be responsible for:

Call Center Operations

• Lead day-to-day operational coordination across the MyCARVYKTI Patient Support call center, establishing clear priorities, ownership, timelines, and follow-through.
• Support workforce planning and scheduling to meet operational needs.
• Monitor operational performance, identify improvement opportunities, and support actions that strengthen quality, efficiency, and team performance.
• Own the review and maintenance of program SOPs, Work Instructions, Call Guides, and related operational materials.

Program Governance and Compliance

• Conduct case audits, call monitoring, and related compliance activities to identify trends, address gaps, and reinforce consistent program execution.
• Monitor alignment with program SOPs, Work Instructions, and Call Guides; clarify expectations and coordinate action when risks or gaps are identified.
• Manage governance and compliance deliverables through completion, ensuring accurate documentation, timely decisions, and closed-loop follow-up.

Technology and Process Optimization

• Identify workflow, technology, and efficiency opportunities across call center operations, including Salesforce enhancements and risk-mitigation needs.
• Define operational requirements, assess impacts and dependencies, and coordinate implementation with business, technology, and supplier partners.
• Support implementation of operational solutions and reinforce consistent execution across the team.

Training

• Coordinate training activities and communicate operational expectations and program requirements.
• Support onboarding and operational readiness through training schedules, learning activities, and readiness assessments.
• Identify training needs and coordinate refresher or remediation activities with the appropriate partners.

Cross-Functional Leadership

• Build strong partnerships with call center leaders, internal stakeholders, and external suppliers to align priorities and enable effective execution.

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