Director- Patient Specialty Services (PSS) Case Management

326013BR
USA

Job Description

By 2023, Patient Specialty Services [PSS] is projected to support over 1.4 Million patients and impact nearly $4B of Novartis’s US Pharma revenue. PSS provides mission critical support to Novartis brands by helping patients access medications needed to improve their health.

The creation of an internal Engagement Center is a strategic priority for US Pharma. We have an incredible opportunity to formulate exciting new partnerships to deliver transformative patient services. The PSS team is uniquely positioned to help support our goal of providing appropriate medications to twice as many patients twice as fast.

The Engagement Center will support all franchises by providing omni-channel customer support and patient access. By leveraging workforce management, technology, and through staff retention and engagement, it will ensure strong alignment with PSS brand goals. The team is committed to helping customers by improving medication delivery.

• If you are customer-obsessed.
• If you are energized by leading teams of people through change.
• If you are motivated by measured outcomes.

You should consider joining the Novartis PSS Engagement Center.

Working under direction of the Executive Director, the Director Case Management is responsible for managing all aspects of the contact center operations, required to meet the PSS objectives and the customer / patient needs.

This role manages operations of customer-facing case managers providing support to patients, physician office staff, pharmacists, and internal partners. Based on the evolving marketing landscape, seasonality and other compliance or regulatory requirements introduce changes to operational processes and procedures.

You will inspire managers to provide unbiased support and resolution for customer requests and incidents - accurately and efficiently answer calls that are received from patients, their caregiver and members of the healthcare team and educate/advise current and prospective members about the most suitable plans/benefits based on their needs.


Your responsibilities will include, but are not limited to:
• Manage operations of 30-50 customer-facing team members
• Coordinate the selection, onboarding and training of an in-house team
• Oversee the selection, onboarding and train an in-house team of case managers
• Managing patient reimbursement support and financial assistance programs
• Driving support services to increase patient adherence
• Collaborating with cross-functional stakeholders to continuously improve program offering
• Monitoring and managing the day-to-day relationship, operations, and performance of highly customer-focused patient access call center
• Ensuring compliance and quality are maintained and issues are escalated appropriately and resolved
• Align services with franchise leaders throughout PSS

Diversity & Inclusion / EEO

The Novartis Group of Companies are Equal Opportunity Employers and take pride in maintaining a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status. We are committed to building diverse teams, representative of the patients and communities we serve, and we strive to create an inclusive workplace that cultivates bold innovation through collaboration and empowers our people to unleash their full potential.

Minimum Requirements

The Novartis Group of Companies are Equal Opportunity Employers and take pride in maintaining a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status. We are committed to building diverse teams, representative of the patients and communities we serve, and we strive to create an inclusive workplace that cultivates bold innovation through collaboration and empowers our people to unleash their full potential.
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PHARMA
US PHARMA
USA
East Hanover, NJ
Marketing
Full Time
Regular
No
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326013BR

Director- Patient Specialty Services (PSS) Case Management

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