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 pro-vide 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.

About the Role

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! Learn more here: https://www.novartis.com/about/strategy/people-and-culture

You'll Receive: You can find everything you need to know about our benefits and rewards in the Novartis Life Handbook. https://www.novartis.com/careers/benefits-rewards

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.

Novartis Compensation and Benefit Summary: The pay range for this position at commencement of employment is expected to be between $144,00.00 and 216,000.00/year; however, while salary ranges are effective from 1/1/24 through 12/31/24, fluctuations in the job market may necessitate adjustments to pay ranges during this period. Further, final pay determinations will depend on various factors, including, but not limited to geographical location, experience level, knowledge, skills and abilities. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Join our Novartis Network: If this role is not suitable to your experience or career goals but you wish to stay connected to hear more about Novartis and our career opportunities, join the Novartis Network here: https://talentnetwork.novartis.com/network

Why Novartis: Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients' lives. Ready to create a brighter future together? https://www.novartis.com/about/strategy/people-and-culture

Join our Novartis Network: Not the right Novartis role for you? Sign up to our talent community to stay connected and learn about suitable career opportunities as soon as they come up: https://talentnetwork.novartis.com/network

Benefits and Rewards: Read our handbook to learn about all the ways we'll help you thrive personally and professionally: https://www.novartis.com/careers/benefits-rewards

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. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status. We are committed to fostering a diverse and inclusive workplace that reflects the world around us and connects us to the patients, customers and communities we serve.

Accessibility & Reasonable Accommodations

The Novartis Group of Companies are committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or to perform the essential functions of a position, please send an e-mail to [email protected] or call +1(877)395-2339 and let us know the nature of your request and your contact information. Please include the job requisition number in your message.

Division
US

Business Unit
Innovative Medicines

Location
USA

Site
East Hanover

Company / Legal Entity
U014 (FCRS = US014) Novartis Pharmaceuticals Corporation

Alternative Location 1
Arizona, USA

Functional Area
Sales

Job Type
Full time

Employment Type
Regular

Shift Work
No