Patient Support Eligibility Specialist, CAR-T Patient Support Solutions - Johnson & Johnson HCS, Inc.

Patient Support Eligibility Specialist, CAR-T Patient Support Solutions

At J&J Innovative Medicine Oncology, we are raising the bar on customer experience in the pharmaceutical industry. Our Patient Support Solutions team supports eligible cancer patients and their caregivers through their CAR-T journey. We are deeply committed to providing patients/caregivers with an exceptional service experience, so they are well-positioned for treatment and to receive care.

The Patient Support Eligibility Specialist supports patients, caregivers, and Certified Treatment Centers during the early stages of the CAR-T treatment journey. This role manages eligibility verification, enrollment, consent documentation, and related inquiries while delivering a compassionate, accurate, and compliant service experience. Responsibilities include inbound and outbound outreach, benefits coordination, and timely communication of eligibility outcomes.

The specialist maintains patient records, coordinates handoffs to other support teams, resolves routine issues, and escalates complex cases when additional guidance is needed. Success in this role requires strong & proactive communication, sound judgment, attention to detail, adaptability, and a commitment to supporting patients and caregivers with empathy and urgency.

This position reports to the Patient Support Eligibility Supervisor within CAR-T Hub Operations and collaborates closely with Patient Support Travel Specialists, Patient Support Reimbursement Specialists, internal partners, and external service providers.

This position is based at the CAR-T call center in Horsham, Pennsylvania. The call center operates Monday through Friday from 8:00 a.m. to 8:00 p.m. Team members work 8.5 hour shifts on a four-week rotating schedule across three shift times. Limited travel to other Johnson & Johnson locations may be required for business meetings.

Key Responsibilities

• Manage patient eligibility, enrollment, and consent activities during the early phases of the CAR-T treatment journey
• Serve as a primary point of contact for assigned patients and caregivers, provide program overviews, respond to inquiries, and guide them through enrollment using a call guide resource and online case management system
• Onboard Certified Treatment Centers to the program by establishing expectations, explaining service offerings, and defining effective ways of working
• Maintain ongoing center relationships through education, periodic reviews, documented center-specific processes, and referral follow-up
• Enter and maintain timely, complete, and accurate information in the CAR-T patient management platform in accordance with program requirements
• Maintain required case records and supporting documentation in approved systems
• Follow standard operating procedures, business rules, privacy requirements, and other compliance standards when supporting patients and documenting program data
• Meet applicable quality and safety requirements, including caller verification, consent, protected health information handling, approved communications, and timely reporting of adverse events
• Apply the hardship and exemption policy and support the appeals process when appropriate
• Communicate ineligibility decisions and escalate urgent cases, appeals, and exceptions in accordance with program requirements
• Coordinate warm handoffs to Patient Support Travel Specialists and Patient Support Reimbursement Specialists to promote continuity of support
• Resolve routine issues using approved resources and sound judgment; escalate complex or sensitive cases to a supervisor when additional guidance is required
• Collaborate with team members and internal and external partners to coordinate activities and deliver a consistent patient and caregiver experience
• Partner with approved vendors, route inquiries appropriately, and provide patients, caregivers, and treatment centers with relevant program resources
• Monitor service trends and identify opportunities to improve workflows, operational performance, and the patient experience
• Contribute customer insights, operational data, and recommendations to leadership team
• Complete required onboarding, continuing education, system-release, and compliance training; apply feedback from call monitoring and case audits and support peer learning as needed
• Regularly review individual performance against established KPIs, escalate barriers, and develop action plans with the supervisor when performance gaps are identified

Skills for Success

• Patient-centered communication and case management skills, with the ability to manage inquiries from initial contact through resolution
• Compassion, professionalism, and composure when supporting patients and caregivers in stressful or time-sensitive situations
• Critical thinking and problem-solving skills, including the ability to navigate ambiguity and use available resources appropriately
• Strong organization, attention to detail, and the ability to prioritize and manage multiple responsibilities in a fast-paced environment
• Clear verbal and written communication, active listening, and professional phone etiquette
• Ability to learn complex processes and technology quickly while making the experience easier for patients and caregivers
• Collaborative mindset and ability to build productive relationships across internal teams and external partners
• Strong compliance and quality mindset, with the ability to recognize risk, follow controlled processes, and escalate urgent, sensitive, or out-of-scope situations promptly
• Accurate documentation, systems proficiency, and data literacy, including the ability to interpret performance information, identify trends, and translate findings into action
• Stakeholder relationship management, learning agility, and receptiveness to coaching and continuous improvement

Required Qualifications

• Associate degree or an equivalent combination of education, training, and relevant experience required
• At least three years of relevant experience in patient support, customer service, healthcare, or a related field required
• Demonstrated case management, recordkeeping, and organizational skills in a regulated or process-driven environment required
• Ability to prioritize work, manage multiple responsibilities, and adapt as patient and caregiver needs change required
• Strong verbal and written communication, active listening, interpersonal, and phone skills required
• Proficiency with Microsoft tools and comfort learning and working in CRM or case management platforms required
• Ability to collaborate across internal and external teams while following established procedures and compliance requirements required

Preferred Qualifications

• Bachelor's degree preferred
• Experience in a pharmaceutical, medical, patient services, or healthcare-related field preferred
• Experience working in a call center environment preferred
• Experience supporting oncology, rare disease, cell therapy, or other complex patient populations preferred
• Experience using Salesforce-based platforms preferred
• Bilingual capabilities preferred
• Demonstrated commitment to learning emerging technologies, such as AI, through exploration, iteration, and applying new tools over time