TruMatch Case Manager

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 https://www.jnj.com

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We are searching for the best talent for TruMatch Case Manager to be in Warsaw, Indiana.

About Orthopaedics

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.

Are you passionate about improving and expanding the possibilities of Orthopaedics? Ready to join a team that’s reimagining how we heal? Our Orthopaedics teams help keep more than 6 million people moving each year while delivering clinical and economic value to surgeons and healthcare systems. Our teams build solutions for joint reconstruction; trauma and craniomaxillofacial; sports, extremities, and elective foot and ankle; spine; and robotics and digital surgery.

Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

The TruMatch Case Manager is an essential member of the TruMatch Case Management team. The TruMatch Case Manager serves as a primary point of contact for customers including surgeons, sales associates, patients, and imaging centers worldwide. This position requires a high level of integrity and dedication to meeting all customers’ requests promptly and accurately in a fast-paced setting.  

Responsibilities include: 

• Perform coordination and tracking duties on active patient cases. These duties include but are not limited to: Handling case tracking inquiries, collaborating with design and manufacturing teams to prioritize cases, generating status reports and performing transactions in cloud-based case management system to ensure production timelines are achieved. 
• Educate sales associates and health care professionals with product offerings and troubleshoot technical challenges in navigating multiple customer web portals.    
• Process new customer registrations and update/maintain existing customer profiles. 
• Direct collaboration with all internal production departments, development engineers and marketing managers.
• Direct collaboration with internal and external groups including vendors for logistical support. 
• Serve as liaison between imaging center and DICOM vendor to ensure images are received in proper format. 
• Download/review patient scan DICOM images to support verification checks passing imaging protocol. 
• Place key landmarks and anatomic side on DICOM images for design and surgical planning. 
• Create case in cloud-based management system and verify/compare patient information in the system. 
• Advise and collaborate across functional teams on patient cases needing additional review.
• Educate imaging center personnel on Imaging Protocol and assist with technical questions; as well as additional tasks as required. 

Required Qualifications and Skills: 

• Minimum of 3 years in patient or customer facing role.
• Bachelor’s degree required. Life sciences, biomedical, imaging, healthcare or related fields preferred. 
• Ability to take initiative to improve processes and work with limited supervision.  
• High degree of professionalism with strong verbal and written communication skills.  
• Analytical and active listening skills that will lead to correct pathways to solve problems and offer solutions. 
• Strong interpersonal communication skills with experience working in team-oriented project groups.  
• Maintain a schedule of deadlines and tasks and possess the ability to prioritize effectively. 
• Experience handling customer phone calls and emails, including technical support preferred. 
• Experience with Customer Relationship Management (CRM) software and tools preferred.  
• Knowledge of SAP and related ERP systems preferred.
• Familiarity with Agile Methodology and software bug and enhancement ticketing/reporting preferred.

Other responsibilities may be assigned & not all responsibilities listed may be assigned. 

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. 

Johnson and Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, please email the Employee Health Support Center  ([email protected]) or contact AskGS to be directed to your accommodation resource.

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