Summary

One of the most important functions in today's biopharmaceutical industry is patient services. As ease of accessing HCP prescribed medications has become more difficult, the ability of a company to build, design, implement, and run dynamic end-to-end patient support offerings has become critical to patients successfully starting and staying on therapy. This role is responsible for managing the people, processes and tools that deliver outstanding Contact Center performance. You will manage a team of analysts assigned to support the Patient Support Center (PSC). The PSC is a Novartis managed, internal PSS Contact Center staffed by these customer facing roles: Reimbursement Specialist, Case Navigator and Intake Specialist.

• meet and exceed performance metrics, operations reporting, customer satisfaction, and coaching.

• coordinate and lead work for management of performance issues, escalations through to resolution, corrective and preventive actions; provide guidance and advice on performance evaluation as a subject matter expert (SME) and adviser for other teammates, working with the PSC and across PSS.

• play an active role to maintain and build enterprise performance operations tools, methodologies, people and processes

• ability to work effectively as a people manager and in a team structure; maintain strong cross-functional ties with key business partners

• calculate, record and analyze call, case and agent performance data and report and present Key Performance Indicators (KPIs) to management and/or customers; identify areas of greatest need or opportunity for improvement leveraging technology tools employed for call recording, sentiment analysis

• routinely assess training compliance and intervene to address training compliance problems

• as a people manager and leader, you are responsible for performance management, recruiting and interviewing candidates and team culture and satisfaction.

• Bachelor's Degree required/desired
• PharmD, RN or Master's degree a plus

• 5+ years' experience in pharmaceutical hub, case, reimbursement and/or patient services operations
• 5+ years of contact or call center process, call monitoring with a history of leading continuous performance improvement initiatives
• A history of meeting and exceeding performance metrics, operations reporting, customer satisfaction, and coaching.
• Effective leadership skills, including change management for rapidly changing technology and growth in the number of PSC roles on-boarding
• Experienced in establishing and cultivating relationships; able to collaborate effectively with key stakeholders and partners across the organization
• Ability to work in a fast-paced team environment and handle multiple programs and tasks
• Ability to analyze problems, identify alternative solutions and implement recommendations for resolution
• Working with QA monitoring systems such as Genesys, NICE, Verint or other solutions
• Ability to grow with the evolving Patient Support Center landscape
• Ability to build, inspire, and motivate a team
• Travel as required to East Hanover NJ, Tempe AZ, Hyderabad India

• Knowledge of call center industry practices, reimbursements and payer systems, healthcare protocols and US Healthcare system processes
• Omni channel experience supporting monitoring of voice calls, transcription recordings, chat, SMS, fax
• Use of varied approaches to motivate, engage and grow an employee-centric high performing team
• Ability to work effectively as a people manager and in a team structure; maintain strong cross-functional ties with key business partners
• Experience with effectively managing in a rapidly changing business environment
• Experience with quality monitoring systems, benchmarks, metrics and processes. AI experience a plus.