[Remote] Field Liaison, PSC Program Operations

Note: The job is a remote job and is open to candidates in USA. Johnson & Johnson is a leader in healthcare innovation, dedicated to improving patient outcomes. They are seeking a Field Liaison for the Patient Service Center (PSC) to serve as the operational link between internal case management teams and the Field Reimbursement organization, ensuring effective communication and process improvements in patient access cases.ResponsibilitiesServe as the designated Patient Service Center (PSC) Operations point of contact for assigned Field Reimbursement team members, ensuring consistent communication on patient access cases, access trends, and PSC operational updatesParticipate in regular business reviews, pipeline calls, and regional FRM/FRAD meetings to discuss access trends, payer changes, and field-identified barriers; translate insights into PSC action plansClearly communicate PSC services, workflows, SLAs, escalation paths, and documentation expectations with HCP offices and patientsCompile and share PSC performance data (e.g., benefit investigations, time-to-therapy, prior authorization turnaround, rejection and denial trends, appeal outcomes) to support field strategies and account planningMaintain structured feedback loops and accurate documentation of interactions, escalations, and resolutions in CRM and PSC case management platformsTriage & coordinate resolution of complex access and reimbursement issues raised by the Field Reimbursement partnersTroubleshoot patient and account specific reimbursement challenges and assistance programsCoordinate high-priority escalations with clear routing, tracking, and timely resolution updatesIdentify field-reported access barriers (e.g., prior authorization criteria shifts, denial rationale patterns, site-of-care challenges, affordability issues) and partner with PSC Operations leadership on process improvementsSupport implementation of new patient access programs, payer policy updates, and field reimbursement playbooks by ensuring team readinessPartner on launch readiness and major initiative by identifying process gaps and recommending enhancementsContribute to the development and refinement of PSC reporting and dashboards used by FRADs, ensuring data relevance (case status views, turnaround times, denial categories, SLA adherence) and accessibilityEnsure all communications and materials align with non-promotional requirements and compliance standardsOperate in adherence with HIPAA, OIG, and other applicable regulations; escalate compliance concerns promptlyPrimarily remote role with periodic travel (approximately 10–30%) for Field Reimbursement regional meetings, business reviews, cross-functional workshops, and training deliveryOther Duties as assignedSkillsBachelor's degree required - preferably in healthcare, life sciences, pharmacy, or business administrationA minimum of 3 years' experience in pharmaceutical or biotech operations, patient services, field reimbursement support, payer relations, or a closely related functionExperience partnering with or supporting Field Reimbursement Managers, Field Reimbursement Associate Directors, Market Access, or Patient Support Services teamsClear, confident communicator with strong presentation skillsHighly organized, adaptable, and effective in managing multiple escalationsMaster's degreeStrong understanding of specialty reimbursement processes (benefit verification, PA, appeals, coding, financial assistance)Proven ability to manage cross-functional relationships without direct authorityBackground in specialty product access, particularly in immunology, oncology, or rare disease programs, is a plusProficiency with CRM, case management systems, and Microsoft Office toolsThis is a non-promotional role; all field interactions must remain within compliant, operationally focused boundariesBenefitsPrimarily remote role with periodic travel (approximately 1020%) for Field Reimbursement regional meetings, business reviews, cross-functional workshops, and training delivery.Company OverviewAt Johnson & Johnson, we believe health is everything. It was founded in 1886, and is headquartered in New Brunswick, NJ, US, with a workforce of 10001+ employees. Its website is http://www.jnj.com.Company H1B SponsorshipJohnson & Johnson has a track record of offering H1B sponsorships, with 7 in 2026, 48 in 2025, 56 in 2024, 58 in 2023, 59 in 2022, 44 in 2021, 27 in 2020. Please note that this does not guarantee sponsorship for this specific role.