Senior Supervisor Program Management Float -PSC (Patient Support Center) -East Hanover, NJ or Tempe, AZ

Band

Level 4

 

Job Description Summary

Location: East Hanover, NJ or Tempe, AZ

Novartis is a global company that combines medical science and digital technology to provide life-changing medicines to millions of people. We offer numerous opportunities for growth and development, including global and local cross-functional careers and a wide range of learning programs. Our strong pipeline of medicines ensures continued business growth and enables us to bring innovative treatments to patients quickly.

Novartis Patient Support (NPS) plays a crucial role in helping eligible patients access and continue their prescribed medications. We work directly with patients, caregivers, and prescribing customers to pro-vide education and support on access, affordability, acquisition, and adherence programs. Our team has supported millions of patients in the US, assisting over 500,000 patients annually.

The Novartis Patient Support Center (PSC) is the central operational function within our organization. We handle all patient, caregiver, and customer transactions related to supporting patient access, including intake, case management, benefits verification, prior authorization and appeals support, specialty pharmacy triage, and adherence support. We are committed to delivering exceptional customer service, which is measured through service level agreements (SLAs), key performance indicators (KPIs), and net promoter scores.

As the Float Senior Supervisor, you will be working under the direction of the Director, Case Management. This position is responsible for supporting the day-to-day operations of the PSC Program Management teams that provides specialty end-to-end case management services for multiple brands. The individual in this role will focus on helping agents access / utilize Contact Center technology and relevant knowledge content to efficiently conduct case management and access processes for customers. While this role will not have direct reports assigned, critical success factors include knowledge of the various process/tools to handle interactions, the ability to provide intermittent coaching for agents to ensure optimal performance to maintain operations when primary Supervisor is not available.

 

Job Description

Your responsibilities will include, but are not limited to: 

 

• Indirectly supervise a group of up to 15 agents with responsibility of handling all aspects of patient case management including intake, general inquiries, product / program questions, site specific communication preference management, coverage and access as well services such as free trial offer enrollment, co-pay enrollment, adherence enrollment, etc.   

• Support the day-to-day operations, escalations, and performance of highly customer-focused contact center which serves customers across channels such as Web, SMS, chatbot, email, e-fax, etc.  

• Knowledge of patient facing adherence and/or education programs specifically for compliance adherence, agent coaching/performance enhancement and assurance of optimal patient experience.  

• Maintain knowledge of programs and customer workstreams for optimal program performance. 

• Monitor performance, attendance, and quality at the team level to drive service excellence and KPI and SLA achievement. 

• Manages escalations from Case Managers and provide guidance required to handle customer interactions 

• Work with various matrix partners in both the PSC and externally to ensure communication, collaboration and coordination is occurring across teams and that everyone has the information that is needed to do their jobs effectively.  

• Collaborates with other Supervisors to provide agent or program specific feedback 

• Responsible for identifying and reporting adv