Manager, Program Management Support (Patient Support Center)

Job Description Summary

This position will be located in in either Tempe, AZ or in East Hanover, NJ and will not have the ability to be located remotely. This position will require up to 20% travel between Tempe and East Hanover offices as defined by the business.

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 provide 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.

The Manager, Program Management Support is responsible for supporting the Associate Director(s) in day-to-day operations of high-volume specialty programs. The Manager will collaborate with colleagues in Program Management, PSC Training, PSC Business Operations, NPS disease state partners, NPS People & Organization, and other applicable teams to pull through processes and solutions that provide a seamless customer service experience for customers of the program. This role will also support the Associate Director(s) in oversight, coaching and development of the Coverage & Access team.

 

Job Description

Key Responsibilities:

• Oversight of the program management team operations to support Supervisors with for new and/or transitioning programs, initiatives, or requests within the organization

• Collaborate with key stakeholders to understand project requirements, timelines, and resource needs to support program execution.

• Pull through the incoming requests and priorities based on strategic objectives and available resources at the direction of the Associate Director.

• Reinforce program performance metrics and execution to follow program job aides, work instructions and other documented processes and business rules.

• Work closely with cross-functional teams to streamline workflows, eliminate redundancies, and optimize resource allocation.

• Develop and maintain relationships with Supervisor team (both within Novartis as well as external partners) to ensure accountability and assist with growth and development activities including coaching at the request or direction of the Associate Director.

• Collaborates with Performance, Quality, and Excellence (PQE) to monitor call and system performance of program team.  Ensure monitoring outcomes are executed at team level.

• Schedules Supervisor coaching (where applicable), huddles and other sessions to positively impact overall performance and compliance of team at the direction of the Associate Director.

• Complete ‘special projects’ assignments from the Associate Director that supports program operations such as case audits, case cleanup and other business critical items.

• Maintain knowledge of industry trends and best practices.

• Responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes

Essential Requirements:

Education: Bachelor’s Degree required; advanced degree preferred (e.g., MHA, MBA)

Experience:

• 2+ years of experience in pharmaceutical, healthcare or payer operations call center in a people leadership role. Direct experience in employee development including performance management and coaching.

• Excellent communication and interpersonal skills, with the ability to build relationships and influence stakeholders at various levels of the organization

• Strategic thinker with the ability to see the big picture and align processes with organizational goals and objectives

• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint)

• Strong compliance mindse