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:

The Director, PSC Strategy Operations and Logistics is a key leadership role, reporting to the Executive Director, Business Operations. The Director is responsible for overseeing the PSC strategy focusing on people, facilities, program and innovation initiatives. This individual will help define the PSC strategic roadmap including the effective utilization of PSC resources. This individual must possess strong communication skills to create and present the roadmap and strategic imperatives in clear and actionable manner. This individual will work closely with the Director of Central Operations, who is responsible for the implementation of business decisions impacting day-to-day operation support, and the Director of Program and System Training, who is responsible for the preparation and upskilling of PSC team members.

About the Role

Key Responsibilities:

• Develop and execute on the PSC's US and ex-US strategy, ensuring effective resource utilization.
• Collaborate with the AD of Forecasting & Planning and Director Business Planning & Analysis (Finance) to plan and evaluate the effectiveness of site logistics for Program Management and Business Operations.
• Oversee the Site Operations and Logistics team, which is responsible for optimizing PSC onboarding and agent footprint across US and ex-US locations.
• Oversee the Implementation Leads and the roadmaps for established and new programs in the PSC.
• Collaborate with business partners to create a unified implementation plan prioritizing operational changes, line extensions, program launches, transitions, and innovation initiatives, as appropriate.
• Ensure accountability and establish KPIs to track the adherence to and success of the implementation project plans.
• Present complex real-time strategies to senior leadership in a clear and concise manner, promoting understanding, building trust, and gaining support.
• Collaborate with the Director of Central Operations and the Director of Program and System Training to ensure continuity and execution of PSC implementations.
• Responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes.
• Works within ethical and compliance policies to support a diverse and inclusive environment, adheres to Novartis policies and procedures, relevant state and federal laws and regulations and ensures that others around them do the same.

What You'll Bring to the Role:

Education: Bachelor's Degree required; advanced degree preferred (e.g., MHA, MBA)

Hybrid Working Requirements: Ability to work on-site (East Hanover, NJ or Tempe, AZ) 3 days per week

Essential Requirements:

• 5+ years related experience in project/change management and/or implementation experience
• 5+ years of management experience. Experience in managing US and ex-US based teams.
• Ability to connect and coordinate activities across cross-functional teams, have strong influencing capability and be extremely proactive in driving results
• Strong leadership, planning, organization, decision making and problem-solving skills
• Ability to manage multiple projects and consistently meet deadlines
• Demonstrated ability to synthesize information to develop recommendations and action plans
• Strong written and oral presentation skills, including comfort delivering presentations to the Executive/Senior Leadership Team
• Adapt, thrive, and multitask in a demanding workplace while managing pressure, deadlines and conflicting and shifting priorities

Desirable Requirements:

• Experience working in a Patient Services contact center
• 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
• PMP Certification

The pay range for this position at commencement of employment is expected to be between $201,600 and $302,400/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.

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

State
Arizona

Site
Arizona

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

Alternative Location 1
East Hanover, New Jersey, USA

Functional Area
Marketing

Job Type
Full time

Employment Type
Regular

Shift Work
No