May 13, 2022

Job Description

769 million. That’s how many lives our products touch. At Novartis, being there when and how it matters most for our patients and customers allows us to live our purpose and help bring maximum impact to health outcomes.

Furthering our commitment to transforming medicine for patients, Novartis is embarking on an ambitious and exciting journey to reinvent how we use technology, data, and customer insights to better serve our consumer’s needs and put them on a path to better health. This includes taking bold approaches that begin with a customer-centric mindset and harness the power of today’s digital and data-driven healthcare revolution to continue to improve and extend even more people’s lives.
• Do you want to help people understand their disease and how to seek out the proper treatment for it?
• Do you want to support patients achieve the best possible outcomes?
• Do you want to deliver a leading customer experience at all touchpoints?
• Do you want to be at the forefront of leveraging today’s technology advances to create tomorrow’s healthcare innovations?

We believe the answers are found when curious, adventurous, and collaborative people like you are brought together in an inspiring environment. Where you’re given opportunities to utilize the power of digital and data to individualize and maximize interactions with customers. Where you’re empowered to not fear failure when taking smart risks. And most importantly, where you’re surrounded by people who share your determination to tackle the world’s toughest medical challenges.

Job Purpose:
The Customer Experience Sales Specialist will be the backbone of the new custodial approach to meeting customer needs in a dynamic market. The Respiratory Customer Experience Sales Specialist will provide a single point of contact and seamless customer approach to Healthcare Providers, Key Accounts and Local Systems of Care. The Customer Experience Sales Specialist will be responsible for understanding the needs of key providers, accounts and systems of care in the Respiratory market. In our Unbossed and Accountable Franchise, you will be responsible for optimizing the customer experience and accountable for the strategic business plan. They will deploy face-to-face and virtual approaches based on the needs of the localized area.

This is a remote opportunity.

Your Key Responsibilities:
• Responsible for educating HCPs and all appropriate patient facing customers on our respiratory product and providing appropriate patient resources and education on access and reimbursement.
• Responsible for pull-through of marketing strategies and tactics.
• Develop strategic business plans that account for key customer needs, targeting, time management and use of Omni-channel marketing materials.
• Triages buy and bill, contracting, specialty pharmacy, and in-depth payer issues to the Field Reimbursement Manager or Business Engagement Manager.
• Understands the needs of key HCPs and their teams (Respiratory Therapists, Asthma Educators, Care Navigators), and educates on the need for disease management and control.
• Identify and refer appropriate matters to the Systems of Care team to provide deeper business analytics for Systems of Care, and Key Accounts.

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

What You’ll Bring to the Role:
• Bachelor’s degree required.
• 4+ years of experience in patient services, reimbursement and/or sales calling on HCPs with a sophisticated product.
• Experience seeking relevant business opportunities to improve customer experiences within a field facing and virtual model.
• Ability to assimilate and communicate sophisticated clinical and product information.
• Strong ability to collaborate and demonstrate success working within cross functional teams in a matrix environment.
• This is a remote position that will cover Key Accounts in the assigned region that includes New Orleans, Baton Rouge, and surrounding area. Candidate must be based within that region or within a reasonable daily commuting distance. Ability to travel 60-80% over a broad geography is required, with the ability to drive and/or fly within the territory. No relocation available.

Preferred Qualifications:
• Study in Life Sciences, Pharmacy or Business-related field.
• Experience in the respiratory therapeutic arena.

Leveling Guidelines:
The position will be filled at level commensurate with experience.

Customer Experience Sales Specialist:
• External: 4+ years' experience in patient services, reimbursement and/or sales calling on HCPs with respect to a complex product.
• Internal: Novartis Sales Associate, with previous pharma/biotech sales experience.

Senior Customer Experience Sales Specialist:
• External: 6+ years' experience in patient services, reimbursement and/or sales calling on HCPs with respect to a complex product.
• Internal: Novartis Sales Associate, with previous pharma/biotech sales experience.

Executive Customer Experience Sales Specialist:
• External: 8+ years’ experience in patient services, reimbursement and/or sales calling on HCPs with respect to a sophisticated product.
• Internal: Novartis Sales Associate with experience in pharma/biotech sales.

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.

Accessibility and 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 in order to perform the essential functions of a position, please send an e-mail to [email protected] 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.

While Novartis does not require vaccination at this time, for certain Novartis sites in the US all associates and candidates may be required to either upload an image of their COVID-19 vaccine card demonstrating proof of full vaccination for COVID-19 (or other similar evidence of vaccination) or proof of a negative COVID-19 test taken by the associate or candidate within the past seven days to enter any of our sites and/or customer office or healthcare facility, as well as prior to participating in other work related off-site meetings. Employees working in customer-facing roles must adhere to and comply with customers’ (such as hospitals, physician offices, etc.) credentialing guidelines, which may require vaccination. As required by applicable law, Novartis will consider requests for reasonable accommodation for those unable to be vaccinated. This requirement is subject to applicable state and local laws and may not be applicable to employees working in certain jurisdictions. Please send accommodation requests to [email protected]

Join our Novartis Network:
If this role is not suitable to your experience or career goals but you wish to stay connected to learn more about Novartis and our career opportunities, join the Novartis Network here: https://talentnetwork.novartis.com/netw
New Orleans, LA
Full Time
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Customer Experience Sales Specialist – Resp – New Orleans – Remote

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