Associate Director, Patient Financial Service Solutions

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: Market Access Job Sub Function: Reimbursement Job Category: Professional All Job Posting Locations: Horsham, Pennsylvania, United States of America, Titusville, New Jersey, United States of America Job Description: Johnson & Johnson Innovative Medicine is searching for the best talent for an Associate Director, Patient Financial Service Solutions located in Horsham, Pennsylvania or Titusville, NJ. This role is intended as a back-fill for the existing Patient Financial Service Solutions position currently focused on operational oversight, affordability program execution, vendor coordination, and cross-functional support across the Financial Service Solutions organization. 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 Financial Services Patient Financial Service Solutions plays a critical role in helping patients access affordability support resources across Johnson & Johnson Innovative Medicine. The team partners closely with therapeutic area stakeholders, Patient Engagement and Customer Solutions, finance, legal, healthcare compliance, vendors, and field-facing teams to support compliant, patient-centered affordability operations. This back-fill role will maintain continuity for core Patient Financial Services responsibilities, including day-to-day oversight of program operations, issue resolution, vendor management routines, budget awareness, and executional support for affordability initiatives across brands and therapeutic areas. Purpose: This role is responsible for leading and supporting Patient Financial Services operations across affordability programs, helping ensure that financial support resources are executed with operational discipline, compliance awareness, and a strong focus on the patient and provider experience. As a back-fill role, the Associate Director will provide continuity for existing responsibilities while partnering across the organization to sustain program performance and support future capability improvements. This individual will oversee and continuously improve patient financial support processes, including copay and affordability program operations, vendor coordination, operational issue management, field and hub support needs, and program health monitoring. The role requires strong partnership with therapeutic area teams, finance, customer operations, legal, HCC, procurement, data/analytics partners, and external vendors to ensure programs are operating effectively and in alignment with business and compliance expectations. The Associate Director will be expected to manage multiple priorities, translate operational data into actionable insights, support financial governance routines, and help resolve escalations that may impact patient access, provider experience, vendor performance, or program execution. Success in this role requires clear communication, accountability, attention to detail, budget awareness, and the ability to work collaboratively across matrixed teams to maintain strong operational performance while supporting the evolution of Patient Financial Services capabilities. Key Responsibilities: Lead Patient Financial Services Operations: Provide day-to-day leadership for patient affordability and financial support operations, ensuring programs are executed with consistency, quality, and compliance awareness. Maintain Program Continuity: Serve as the operational back-fill for existing Patient Financial Services responsibilities, preserving institutional knowledge, stakeholder routines, and business-critical support activities. Manage Vendor and Partner Execution: Coordinate with external partners, hub vendors, copay vendors, finance partners, and internal stakeholders to monitor performance, resolve issues, and support service delivery expectations. Support Financial Governance: Partner with finance and business stakeholders to monitor budget trends, support forecast inputs, understand program utilization, and identify operational drivers that may affect spend or GTN exposure. Resolve Operational Escalations: Triage and manage program, patient access, provider, field, and partner escalations in a timely and collaborative manner while ensuring appropriate documentation and follow-through. Analyze Program Health: Use reporting, issue trends, utilization metrics, vendor updates, and stakeholder feedback to identify risks, recommend improvements, and strengthen operational decision-making. Enable Cross-Functional Alignment: Partner with therapeutic area teams, legal, healthcare compliance, finance, procurement, data/analytics, field support, and customer operations to align on priorities, changes, and execution needs. Improve Processes and Capabilities: Identify opportunities to simplify workflows, clarify roles, strengthen controls, improve the patient/provider experience, and enhance the overall effectiveness of affordability operations. Qualifications / Requirements Education: Bachelor's degree required ; MA/MBA preferred. Experience and Skills: Experience: Minimum of 10 years in healthcare business required; experience in patient affordability, copay support, hub services, patient access operations, pharmaceutical financial support programs, or related healthcare operations strongly preferred. Domain Expertise: Strong understanding of patient financial services, affordability program operations, reimbursement dynamics, vendor management, program governance, and the US healthcare access environment. Operational Leadership: Demonstrated ability to lead complex operational workstreams, manage competing priorities, influence without direct authority, and maintain continuity through transitions or role back-fill situations. Financial Acumen: Understanding of affordability economics, budget management, forecast inputs, utilization trends, and the relationship between patient support programs, cash flow, and GTN considerations preferred. Vendor and Data Platforms: Familiarity with copay, hub, case management, reporting, and data platforms used to support compliant patient access and financial support programs preferred. Analytics Skills: Strong ability to interpret operational data, vendor reporting, utilization trends, issue logs, and business metrics to inform decisions and continuous improvement priorities preferred. Communication Skills: Excellent verbal and written skills to simplify complex concepts and engage effectively with diverse stakeholders. Collaboration: Effective in team environments; skilled in coordinating activities and building partnerships. Resourcefulness: Use knowledge and resources to resolve customer problems and ensure satisfaction; embrace challenges and risks. Accountability: Set and own ambitious goals with proactive follow-through. Flexibility