Case Manager, PSC (11am-8pm EST)

Johnson & Johnson Innovative Medicine•Orlando, FL

1d•Remote

About The Position

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 (11am -8pm EST Shift) Purpose: The Case Manager is a client-facing role responsible for responding to inquiries about patient programs, referral status, benefits verification, and financial assistance. 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.

Requirements

High school diploma or equivalent.
Minimum of 4 years working experience with at least 2 years’ experience in customer service, call center, or insurance roles preferably within a healthcare or pharmacy setting.
Ability to work 11am-8pm EST
Strong communication and interpersonal skills with a focus on customer service.
Proven ability to manage a case load, prioritize tasks, and build relationships.
Ability to efficiently navigate multiple screens and systems to perform work.
Ability to proficiently use Microsoft programs.
Ability to thrive in a regulated, remote, high-volume environment

Nice To Haves

Undergraduate degree
Certified Pharmacy Technician (CPhT)
Bilingual Spanish speaking and writing
Knowledge of benefit verification, foundation programs, plan types, and insurance structures.

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.
Uphold patient privacy laws and foster collaborative team relationships.
Other duties as assigned.