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 **Job Function:** Customer Management **Job Sub** **Function:** Technical Customer Service **Job Category:** Professional **All Job Posting Locations:** Warsaw, Indiana, United States of America **Job Description:** **We are searching for the best talent for a** **TruMatch Senior Case Manager** **to be located 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 **Purpose:** The **TruMatch Senior Case Manager** is an essential member of the TruMatch Case Management team. The **TruMatch Senior 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.   + 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. + 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. + Coach and lead direct reports to achieve target metrics and customer SLA’s **Qualifications / Requirements:** + **Minimum of 5 years** in patient or customer facing role **.** + Bachelor’s degree **required** . Life sciences, biomedical, imaging, healthcare or related fields **preferred** . + Previous leadership experience coaching and managing direct reports **preferred** . + Experience in 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** . + 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. 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 (ra-employeehealthsup@its.jnj.com) or contact AskGS to be directed to your accommodation resource. Johnson & Johnson announced plans to separate our Orthopaedics business to establish a standalone orthopaedics company, operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes. \#LI-MK2 **Required Skills:** **Preferred Skills:** Analytical Reasoning, Applications Support, Business Behavior, Communication, Customer Centricity, Customer Experience Management, Customer Retentions, Customer Service, Customer-Support, Customer Support Operations, Customer Support Trends, Data Analysis, Execution Focus, Issue Escalation, Product Knowledge, Service Request Management, Technical Support