Associate Director, PSS Reimbursement

Jan 13, 2022

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 prescribed Novartis products with assistance to address any access challenges and get on medications needed to improve their health.

The creation of an internal Engagement Center is a strategic priority for US Pharma. We have an in-credible 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’s Reimbursement Team 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 appropriate alignment with PSS goals. The team is committed to helping customers by improving delivery of medication access information.

• 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 the Director, the Associate Director of Reimbursement Benefits Verification & Authorizations (BV&PA) responsible for managing all aspects of the Reimbursement (BV&PA) contact center operations, required to meet the PSS objectives and the customer / patient needs.

You will ensure that the team has access to the required tools, knowledge and content to efficiently and compliantly provide support and resolution for customer requests for benefits and coverage access for their Novartis prescribed medications.

Your responsibilities will include, but are not limited to:
• Manage and support a team of 20-30 Reimbursement Specialists to ensure operational excel-lence and to address access and affordability needs of patients
• Manage day-to-day operations of patient benefits verification and prior authorization operations, and any other access related processes.
• Ensure that the Reimbursement team follows processes and maintain proper documentation, required to meet customer expectations and regulatory / compliance needs.
• Manage customer experience by monitoring customer feedback, generate insights and execute experience recovery processes
• Participate and prepare for product team meetings as requested or needed
• Participate in and contributing to the continuous process improvement efforts and standardization of reimbursement processes and methods
• Handle escalations from Reimbursement Specialists and provide guidance required to handle customer interactions
• Identify new knowledge / content required for Reimbursement to provide PSS services
• Maintain knowledge of industry trends and best practices.

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

• Education: Bachelor’s degree (business, healthcare, or related program) required, Master’s in Business Administration, preferred
• Travel requirements: No travel. Role is based in East Hanover, NJ.
Required Experience:
• 4+ years' experience in a combination of the following: pharmaceutical industry, reimbursement, call center or other related experience
• Comprehensive knowledge of Patient Specialty Services, Patient Access Management.
• Experience working in a Patient Services contact center
• Experience in commercial and government insured patient reimbursement including prior authorization, benefit investigation and verification, appeals, and payer policies and procedures with both pharmacy and/or medical benefit products
• Strong strategic thinking and ability to drive results, and grow with the evolving PSS landscape
• Ability to build, inspire, and motivate a team
• Proficient in PowerPoint, and MS Excel with excellent verbal and written communication skills
Preferred Experience:
• Successful leadership skills managing a team across multiple locations (both remotely and on-site) with direct reports
• Specialty Pharma plus Buy- and -Bill experience in a reimbursement role preferred

You’ll receive:
Competitive salary, annual bonus, long term incentive for select levels, health insurance, paid vacation/holidays, potential flexible working arrangements, subsidized dining facilities, employee recognition scheme.

Why consider Novartis?
750 million. That’s how many lives our products touch. And while we’re proud of that fact, in this world of digital and technological transformation, we must also ask ourselves this: how can we contin-ue to improve and extend even more people’s lives?

We believe the answers are found when curious, courageous and collaborative people like you are brought together in an inspiring environment. Where you’re given opportunities to explore the power of digital and data. Where you’re empowered to risk failure by taking smart risks, and where you’re surrounded by people who share your determination to tackle the world’s toughest medical challeng-es.

We are Novartis. Join us and help us re-imagine medicine.
East Hanover, NJ
Market Access
Full Time
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Associate Director, PSS Reimbursement

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