Program Director

Job Description

Job Description

Purpose :

The Program Director will be solely dedicated to the management of operations for one of the dedicated programs for Patient Service Center, a subsidiary of Johnson & Johnson.

The Program Director will serve as a major point of contact and establish a positive working relationship with multiple levels of managers within the program.

The Program Director is accountable for overall service and delivery for the assigned program and will coordinate with relevant external and internal functional areas to ensure that the needs of the client are being met.

The Program Director will ensure that all client performance standards and all contractual commitments are met or exceeded.

The Program Director will escalate critical client concerns to senior leadership for resolution or consultation. Note this is not a sales position.

Responsibilities :

Build, foster and manage a positive and productive client relationship as one of the primary points of contact for all communications.

Serve as a trusted client advisor and bridge to program leadership to ensure program success.

Demonstrate a comprehensive understanding of all contractual details.

Ensure the program is operating according to plan by providing guidance to program team leadership, monitoring compliance and program policies, procedures, turnaround times, and ensuring adherence to service level agreement expectations.

Monitor and ensure adherence to both company and program policies and procedures.

Hire, train, and onboard program leadership staff necessary to support program operations.

Oversee the creation of solutions to track program metrics and evaluate opportunities.

Collaborate with the leadership team to identify opportunities to improve program efficiency and patient care solutions.

Oversee the development and ensure implementation of program Standard Operating Procedures (SOPs), Work Instructions (WIs), training materials, and quick reference guides for operational use.

Regularly perform account and report analysis, proactively making suggestions and enhancements while ensuring client satisfaction is achieved.

Proactively escalate client or team issues presenting business or program risks to senior leadership.

Conduct scheduled collaborative meetings with manufacturer / client to communicate status of program initiatives, status of referrals, workflows, and potential enhancements.

Partner with the internal business areas to drive an understanding of the client’s overall longer-term strategy to ensure the organization is successful in meeting client expectations.

Involve other Patient Service Center management as needed to contribute to the program’s success by identifying enhancements and improvements.

Identify and raise training and development needs to achieve client objectives.

Collaborate with other departments heads to facilitate the delivery of exceptional project quality and continuity as well as timely completion and within agreed upon client invoicing budget.

Ensure quality control is maintained by taking an active role in assisting Program leadership in client audit preparation and follow up recommendations.

Collaborate with Program Manager to review staffing models, contracting and service line expansions.

Collaborate with Program Manager on content, provide feedback and participate in formal presentations resulting in high-quality Quarterly Business Reviews (QBRs).