Job Description Summary
Location: East Hanover, New Jersey or Tempe, Arizona
This position will be located at the East Hanover site or Tempe site and will not have the ability to be located remotely. This position will require travel as defined by the business (domestic and/or international).
Please note that this role would not provide relocation and only local candidates will be considered.
Novartis is a global company that combines medical science and digital technology to provide life-changing medicines to millions of people. We offer numerous opportunities for growth and development, including global and local cross-functional careers and a wide range of learning programs. Our strong pipeline of medicines ensures continued business growth and enables us to bring innovative treatments to patients quickly.
Novartis Patient Support (NPS) plays a crucial role in helping eligible patients access and continue their prescribed medications. We work directly with patients, caregivers, and prescribing customers to provide education and support on access, affordability, acquisition, and adherence programs. Our team has supported millions of patients in the US, assisting over 500,000 patients annually.
The Novartis Patient Support Center (PSC) is the central operational function within our organization. We handle all patient, caregiver, and customer transactions related to supporting patient access, including intake, case management, benefits verification, prior authorization, and appeals support, specialty pharmacy triage, and adherence support. We are committed to delivering exceptional customer service, which is measured through service level agreements (SLAs), key performance indicators (KPIs), and net promoter scores.
Job Description
Working under the Director of Case Management, you will be responsible for managing all aspects of Patient Support Center program operations and leading a team of Case Manager Supervisors. The AD will serve as the subject matter expert (SME) for the Case Manager role. Key responsibilities will include monitoring the team’s activity, achievement of Service Level Agreements (SLAs), Key Performance Indicators (KPIs), productivity and quality.
The AD, Case Management is responsible for the brand specific program’s operational health and serves as the single point of contact for program needs with key stakeholders. The AD holds high level responsibility for management of the Case Manager work responsibilities, ensuring all activities are compliant with Novartis policies and procedures.
Your responsibilities will include, but are not limited to:
- Lead, coach and motivate a dedicated team of Case Managers aligned to the therapeutic area and/or brand-specific program.
- Responsible for ongoing growth and development of Navigator team, including ensuring completion of training on marketplace and therapy area changes, and managing their performance against set objectives at the PSC.
- Managing the workload and assigned responsibility scope to ensure appropriate coverage of patients and physicians offices, as well as aligned field partners.
- Seeking ways to improve the patient/provider experience and working cross-functionally with PSC colleagues to develop and implement improvements to the program.
- Serve as program Case Management liaison and single point of contact for the entire patient journey (including coverage and access) for all key stakeholders (e.g. Disease State Team), and Field Reimbursement counterparts.
- Ensuring compliance with Novartis policies and procedures and full integration into the Novartis culture and support resources.
- Oversee 5-7 Supervisors that directly manage and support a team of 10-14 Case Managers each, ensuring operational excellence and aligning with SLAs, KPIs, and agent specific metrics.
- Collaboration with the Training and Documentation teams on the design, documentation, and administration of process and systems-based training, including agent simulations and certifications.
- Forming strong partnerships with Central Operations functions for CRM system operations, technical escalations, and optimization.
- Collaborates with Performance, Quality, and Excellence (PQE) to monitor call and system performance of Case Managers. Ensure monitoring outcomes are executed at the individual and team level. Schedule coaching, huddles, and other sessions to positively impact overall performance and compliance of team.
- Maintain knowledge of industry trends and best practices.
- Responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes.
What you’ll bring to the role:
Education: Bachelor’s Degree required; advanced degree preferred, including but not limited to PharmD, RPh, PA, etc.
Required Experience:
- 5+ years of experience in pharmaceutical, biotech, access/reimbursement, patient support center or related/applicable industry.
- 2+ years of people management/leadership experience.
- Comprehensive knowledge of Case Management and Patient Access Services.
- Successful experience in hiring, developing, and managing diverse high performing teams towards meeting and exceeding objectives.
- Strong leadership, teaching, planning and organization, data and analytics, decision making and problem solving skills.
- Forward thinker who can adapt and grow with the evolving Novartis Patient Support landscape.
- Proficient in Microsoft Office tools and CRM systems (e.g. Salesforce).
Preferred Qualifications:
- Management of a patient support team, with experience in a specialty category a plus.
- 3+ years' experience with direct provider/caregiver/patient interaction.
- Strong compliance mindset, high level of integrity and ethical judgment, demonstrated experience in fostering compliance with company policies and procedures.
- Understanding of privacy laws and regulations including HIPAA and similar state laws.
- Strong ability to collaborate and work cross-functionally within a matrix environment.
- Successful leadership skills managing a team across multiple locations (both remotely and onsite) with direct reports.
- Risk Evaluation and Mitigation Strategy (REMS) Program Experience.
Why Novartis: Our purpose is to reimagine medicine to improve and extend people’s lives and our vision is to become the most valued and trusted medicines company in the world. How can we achieve this? With our people. It is our associates that drive us each day to reach our ambitions. Be a part of this mission and join us!
You’ll Receive: You can find everything you need to know about our benefits and rewards in the Novartis Life Handbook.
Commitment to Diversity & Inclusion: Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.
EEO Statement: The Novartis Group of Companies are Equal Opportunity Employers who are focused on building and advancing a culture of inclusion that values and celebrates individual differences, uniqueness, backgrounds and perspectives.
Accessibility and reasonable accommodations: The Novartis Group of Companies are committed to working with and providing reasonable accommodation to individuals with disabilities.
Salary Range: $144,000.00 - $216,000.00
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