Director, PSC Program and Systems Training

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. This role can be based out of East Hanover, NJ or Tempe, AZ.

 

Job Description

The Director of Programs & Systems Training is wholly focused on creating a rigorous, evolving, and enterprise-aligned agent training program across all PSC functions and for building and deploying a robust people leader training agenda. This role is accountable for overseeing curriculum development and approval for fundamental and advance training agendas across Intake, Case Management, and Reimbursement functions, as well as ensuring seamless delivery and facilitation of content through their team of Associate Directors and Training Managers. Additionally, this role oversees the development and approval of systems and technology trainings, which are required for agents to perform their jobs.  

 

Your responsibilities will include, but are not limited to: 

 

• Providing strategic direction informing success factors, competencies, and learning requirements for the PSC differentiated by role and proficiency-level. 

• Developing agent and supervisor learning and development agenda in partnership with key cross-functional teams. 

• Leading proactive skill and competency needs assessments and benchmarking to provide impactful trainings that improve the effectiveness of PSC Teams (including >500 agents over the next 3 years). 

• Leading post-training assessments to ensure training objectives were successfully accomplished, including proficiency against the training curricula; Measuring effectiveness, offering alternative training delivery methods, tracking supervisor and agent performance against competency models; Conducting robust needs analyses via internal PSC feedback (i.e., supervisor, agent, function-specific stakeholders), cross-functional stakeholders (i.e., Disease State Teams, Field teams, Market Access), and external customer feedback; Leverages data to make recommendations and adjust training strategy and curricula as needed. 

• Overseeing the training and upskilling of supervisors and agents to deliver empathetic customer service, which also meet regulatory, legal, medical & compliance requirements, across omnichannel engagement formats, including Customer Relationship Managements platforms (CRMs), telephony systems, and embedded / swivel technologies and business applications. 

• Supporting the Material Approval Process (MAP)/Fuse for direct report(s) to ensure all regulatory, legal, medical & compliance obligations are met, and maintain high quality standards of service delivered by PSC.  

• Ensuring ongoing training curricula are designed to include up-skilling, remedial training, and additional ad-hoc training as required by each brand, including competency and retention measurements, simulations, and certifications. 

• Ensuring direct report(s) are equipped and prepared to develop, secure MAP/Fuse approval, and train/facilitate to approved curricula; Ensures curricula accommodates progressive learning from “fundamentals” to “thought leadership”, including guided-practice time and nesting to allow each role to master learning objectives. 

• Ensuring that management of training logistics include, but not limited to training master calendar management, agency management, call simulation execution, system simulation execution, certification preparation and all other required business needs to support a successful training. 

• Managing vend