Director, Case Management (3 Openings)

Job Description Summary

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.

 

Job Description

Working under the direction of the Executive Director, PSC Program Management, you will be involved in all aspects of the Patient Support Center operations required to meet the NPS objectives and the customer / patient needs.  This role is responsible for strategy and operations of customer-facing Care Navigator 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 inspire and empower Associate Directors to provide unbiased support and resolution for customer requests and incidents - accurately and efficiently answer calls that are received from patients, their caregiver, and members of their healthcare team and educate and inform them as appropriate based on their needs. This role can be based out of East Hanover, NJ or Tempe, AZ

 

Your responsibilities will include, but are not limited to: 

• Inspiring and empowering a team of Associate Directors to drive efficient and effective case management operations that align with our brands. 

• Taking ownership of the development and implementation of a standardized case management approach that is focused on delivering the best results for our customers. 

• Initiating and leading customer-centric initiatives to optimize case management processes, based on internal and external measures of success. 

• Overseeing the performance of our brand-specific patient journey and case management, ensuring that we meet our Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and agent-level metrics. 

• Collaborating closely with the Coverage & Access Specialist leadership team to ensure seamless delivery of services and cultivate a culture of teamwork. 

• Working collaboratively with various stakeholders to enhance existing programs and support the successful launch of new brands. 

• Cultivating strong partnerships with PSC Operations Directors, Central Operation functions, and other teams to optimize our Customer Relations Management system and resolve technical issues efficiently. 

• Effectively partnering with Performance Excellence, Training, and Document Management teams to implement quality initiatives that align with our case management strategy. Applies progressive discipline measures (e.g., performance improvement plans) to ensure agent quality and performance. 

• Taking fiscal responsibility for departmental budgets and expenditures, ensuring that spending remains within set limits. 

• Ensuring strict compliance and maintaining high-quality standards, escalating and resolving issues promptly and in accordance with established timelines.  

 

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, PSC Operations, Training, Marketing, Legal, People & Organizations, Ethics Risk Compliance, Service Business Partners 

 

Travel requirements: Role is office-based in either the Phoenix/Tempe metro area or in East Hanover, NJ with occ