Innovative Medicine _Patient Experience Manager

Job description

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: Medical Affairs Group Job Sub Function: Medical Science Liaison Job Category: Scientific/Technology All Job Posting Locations: Taipei City, Taiwan 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 We are searching for the best talent for Patient Experience Manager You will be responsible for: Program Design & Implementation Develop program strategy aligned with product and patient needs; define objectives, KPIs, timelines, budgets. Create program protocols, workflows, and patient-facing materials (education, onboarding, care pathways). Select and manage vendor partners (call centers, digital platforms, specialty pharmacies). Operational Management Oversee day-to-day operations: enrollment, triage, case management escalations, data capture and handoffs. Implement SOPs, process maps, and quality controls to ensure consistent delivery. Monitor program performance and lead continuous improvement initiatives. Patient Experience & Engagement Ensure patient-centric design: simplify access, reduce friction, and enhance adherence and satisfaction. Work with patient advocacy groups and internal stakeholders to incorporate patient feedback. Data, Measurement & Reporting Define and track KPIs (e.g., enrollment rate, time-to-first-contact, adherence, patient satisfaction, task SLAs). Produce regular program performance reports for cross-functional stakeholders. Use data to identify gaps and propose corrective actions. Compliance & Risk Management Ensure program activities comply with relevant regulations: patient privacy (HIPAA/GDPR as applicable), promotional guidance, anti-kickback laws, and internal policies. Maintain accurate documentation and support audits and inspections. Stakeholder Management Act as primary liaison across Medical Affairs, Market Access, Commercial, Legal & Compliance, Regulatory, and external partners. Align program objectives with launch and commercialization plans. Budget & Contracting Own program budget, vendor contracts, and performance-based metrics for vendors. Ensure cost-effective program delivery and justify investments with outcomes. Training & Enablement Develop training for internal staff and vendor teams on program processes and tools. Create escalation matrices, FAQs, and knowledge resources. Required Skills: Preferred Skills: