Summary
This position can be based remotely anywhere in the U.S. (there may be some restrictions based on legal entity). Please note that this role would not provide relocation as a result. The expectation of working hours and travel (domestic and/or international) will be defined by the hiring manager.
As a leader in serving patients, Novartis Patient Assistance Foundation (NPAF) Inc. is a key resource for patients who may not be able to afford their Novartis medication.
The Director of Program Operations is responsible for executing the strategy and on-going management of Novartis’ NPAF program operations. This role owns ongoing planning, evaluation / measurement, and optimization of program execution and operations across the portfolio.
This role requires a highly collaborative and agile leader to liaise with multiple internal and external stake-holders and has an accountability to execute on this mission with high integrity, and in service of patients and in compliance with all applicable laws, regulations, policies and fulfilling all appropriate obligations to the Donor.
Working under the direction of the Executive Director, NPAF, you will be involved in all aspects of program operations required to meet the NPAF objectives and the customer / patient needs. This role is responsible for strategy and operations of customer-facing vendors or 3rd party teams providing support to patients and engaging with physician office staff, pharmacists, and internal partners. You must be able to react and adapt operational processes and procedures as the market landscape, customer experience, compliance, and/or regulatory environments evolve.
You will support team members to provide unbiased support and resolution for customer requests and incidents - accurately and efficiently answer escalations that are received from patients, their caregiver, and members of their healthcare team or internal partners (such as media) and educate and inform them as appropriate based on their needs.
About the Role
Your responsibilities will include, but are not limited to:
- Drive efficient and effective program operations that align with our objectives.
- Taking ownership of the development and implementation of a standardized operational, best-in-class approach that is focused on delivering the best results for our customers.
- Overseeing the performance of our patient journey ensuring that we meet our Service Level Agreements (SLAs), and Key Performance Indicators (KPIs).
- Working collaboratively with various stakeholders to enhance existing programs and support the successful launch of new brands with NPAF.
- Cultivating strong partnerships with NPS COE teams as needed including Vendor Management to ensure optimal program operations.
- Ensuring strict compliance and maintaining high-quality standards, escalating and resolving issues promptly and in accordance with established timelines.
- Responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes
What you’ll bring to the role:
Education: Bachelor’s Degree required; advanced degree preferred (e.g., MHA, MBA) or clinical degree, including but not limited to PharmD, RPh, PA, etc. preferred
Internal Engagements: This position will collaborate with many individuals across NPS and PSC Leaders, Customer Engagement, Legal, Ethics Risk Compliance, and Service Business Partners
Required Experience:
- 7+ years of pharmaceutical industry or related healthcare or consulting experience.
- 2+ years of leading call center/hub operations teams.
- Comprehensive knowledge of patient support offerings including benefits verification, patient assistance programs, and specialty pharmacy interactions.
- Knowledge of HIPAA regulations, patient privacy, and other relevant regulations.
- Strong analytical acumen and ability to apply data driven insights for operational improvements.
- Strategic thinker who can adapt and grow with the evolving foundation landscape.
- People management; coaching and development of associates.
- Ability to build, inspire, and motivate a team.
- Proficient in Microsoft Office tools and CRM systems (e.g. Salesforce).
Preferred Experience:
- 3+ years of progressive leadership in customer service management roles, ideally in biotechnology or pharmaceuticals.
- Experience working for a Patient Assistance Foundation.
- Strong compliance mindset, high level of integrity and ethical judgment, demonstrated experience in fostering compliance with company policies and procedures.
- Strong ability to collaborate and work cross-functionally within a matrix environment.
COVID-19 Vaccine Policy (customer-facing roles only): While Novartis does not require vaccination for COVID-19 or proof of a recent negative test result for COVID-19 at this time, 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 Eh.occupationalhealth@novartis.com.
Novartis Compensation Summary:
The salary for this position is expected to range between $194,600.00 and $361,400.00 per year.
The final salary offered is determined based on factors like, but not limited to, relevant skills and experience, and upon joining Novartis will be reviewed periodically. Novartis may change the published salary range based on company and market factors.
Your compensation will include a performance-based cash incentive and, depending on the level of the role, eligibility to be considered for annual equity awards.
US-based eligible employees will receive a comprehensive benefits package that includes health, life and disability benefits, a 401(k) with company contribution and match, and a variety of other benefits. In addition, employees are eligible for a generous time off package including vacation, personal days, holidays and other leaves.
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
Benefits and Rewards: Learn about all the ways we’ll help you thrive personally and professionally.
Read our handbook (PDF 30 MB)
EEO Statement:
The Novartis Group of Companies are Equal Opportunity Employers. 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.
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.
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