Dec 19, 2022

Job Description

Bringing life-changing medicines to millions of people, Novartis sits at the intersection of cutting-edge medical science and innovative digital technology. As a global company, the resources and opportunities for growth and development are plentiful including global and local cross functional careers, a diverse learning suite of thousands of programs & an in-house marketplace for rotations & project work. With a strong medicines pipeline our current transformation will not just deliver growth for our business but continue to allow us to bring innovative medicines to patients quickly.

Over the next 5 years, Novartis is expected to launch up to 27 new medications and our Patient & Specialty Services team is on the forefront of transforming how the industry helps patients get access to treatment. Our ambition is high, but we are proud and not satisfied. If you’d like to be part of our journey, then come join our team!

This role is responsible for managing the people, processes and tools that deliver outstanding Contact Center performance. You will manage a team of analysts assigned to support the Patient Support Center (PSC). The PSC is a Novartis managed, internal PSS Contact Center staffed by these customer facing roles: Reimbursement Specialist, Case Navigator and Intake Specialist.

Your team is responsible for performance evaluation and coaching the customer facing PSC role’s use of approved talking points, FAQs, knowledge articles, process, procedure and CRM and telephony-based systems tools employed to support patients, caregivers, payors and/or HCPs via phone and other support channels (email, fax, SMS, IVR as examples).

Your responsibilities will include, but are not limited to:

*Meet and exceed performance metrics, operations reporting, customer satisfaction, and coaching.
*Coordinate and lead work for management of performance issues, escalations through to resolution, corrective and preventive actions; provide guidance and advice on performance evaluation as a subject matter expert (SME) and adviser for other teammates, working with the PSC and across PSS.
*Play an active role to maintain and build enterprise performance operations tools, methodologies, people and processes
*Ability to work effectively as a people manager and in a team structure; maintain strong cross-functional ties with key business partners
*Calculate, record and analyze call, case and agent performance data and report and present Key Performance Indicators (KPIs) to management and/or customers; identify areas of greatest need or opportunity for improvement leveraging technology tools employed for call recording, sentiment analysis
*Routinely assess training compliance and intervene to address training compliance problems

This position will be located at the East Hanover, NJ site and will not have the ability to be located remotely.

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
Required Experience:
*5+ years experience in pharmaceutical hub, case, reimbursement and/or patient services operations
*5+ years of contact or call center process, call monitoring with a history of leading continuous performance improvement initiatives
*A history of meeting and exceeding performance metrics, operations reporting, customer satisfaction, and coaching.
*Effective leadership skills, including change management for rapidly changing technology and growth in the number of PSC roles on-boarding
*Experienced in establishing and cultivating relationships; able to collaborate effectively with key stakeholders and partners across the organization
*Ability to work in a fast-paced team environment and handle multiple programs and tasks
*Ability to analyze problems, identify alternative solutions and implement recommendations for resolution
*Travel as required

Preferred Experience:

*Knowledge of call center industry practices, reimbursements and payer systems, healthcare protocols and US Healthcare system processes
*Omni channel experience supporting monitoring of voice calls, transcription recordings, chat, SMS, whitemail, email and fax
*Ability to work effectively as a people manager and in a team structure; maintain strong cross-functional ties with key business partners

Why Novartis?
766 million lives were touched by Novartis medicines in 2021, and while we’re proud of this, we know there is so much more we could do to help improve and extend people’s lives.

We believe new insights, perspectives and ground-breaking solutions can be found at the intersection of medical science and digital innovation. That a diverse, equitable and inclusive environment inspires new ways of working.

We believe our potential can thrive and grow in an unbossed culture underpinned by integrity, curiosity and flexibility. And we can reinvent what's possible, when we collaborate with courage to aggressively and ambitiously tackle the world’s toughest medical challenges. Because the greatest risk in life, is the risk of never trying!

Imagine what you could do here at Novartis!

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: Individuals in need of a reasonable accommodation due to a medical condition or disability 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.

Join our Novartis Network: If this role is not suitable to your experience or career goals but you wish to stay connected to hear more about Novartis and our career opportunities, join the Novartis Network here: https://talentnetwork.novartis.com/network
East Hanover, NJ
Full Time
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Associate Director, Performance Excellence

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