Patient Support Supervisor, CAR-T - Horsham, PA

Johnson & Johnson is hiring a Patient Support Supervisor (PSS) for the CAR‑T team in Horsham, Pennsylvania. This role focuses on delivering patient support services for the CAR‑VYKTI therapy, ensuring patients receive comprehensive assistance throughout their treatment journey. Responsibilities Inspire and lead a team of patient support specialists, fostering empathy and compassion to provide best‑in‑class patient support through program welcome, travel logistics, reimbursement support, and program wrap‑up. Drive operational excellence in patient support call center operations, ensuring all eligible patients receive continuous support and no patient is left behind. Champion quality and compliance by conducting audits, providing coaching, and implementing processes to maintain high service standards and adherence to SOPs. Innovate for the future by continuously identifying and implementing improvements to enhance operational efficiency, streamline processes, and position the program for sustainable growth. Review recorded calls and analyze interactions to uncover insights and improve the program while ensuring compliance. Act as a trusted resource and problem‑solver for both the team and patients, creating a meaningful impact on the lives of patients and their care partners. Manage operational oversight while delivering passionate leadership to maintain the highest standards of service and support. Qualifications / Requirements Associate Degree or equivalent higher education required; Bachelor of Science or Bachelor of Arts degree preferred. Minimum of 3 years of relevant experience, preferably in pharmaceutical, biotech, or customer support within a regulated environment. Demonstrated case management skills with accurate record keeping in compliance with program design and standards. Excellent organizational skills with the ability to prioritize, multitask, and adapt to changing needs. Strong alignment to SOPs to ensure program compliance and oversight. Experience in call center quality assurance, including call monitoring, audits, and coaching. Ability to manage customer expectations, de‑escalate situations, and follow through on commitments. Proficiency with new IT platforms (Salesforce) and networked call systems for case management. Capability to generate and report insights to evolve the program and business. Excellent teamwork skills in a virtual environment, coordinating activities with internal and external stakeholders. Strong problem‑solving and decision‑making abilities in ambiguous situations. Excellent oral and written communication with patient empathy; bilingual preferred. Proactive ownership of patient and care partner journeys. Professional phone and interpersonal skills with active listening and phone etiquette. Microsoft Office proficiency and comfort with technology platforms. Motivational skills to retain and develop call center team for growth. Case management, quality assurance, or team training experience highly desirable. Availability to work 8.5‑hour rotational shifts (8:00 AM–8:00 PM, Monday–Friday). Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status, or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act. #J-18808-Ljbffr Johnson & Johnson MedTech