Manager, Program Operations Management

Job Description Summary

Location: East Hanover, NJ (Hybrid)
#LI-Hybrid

Job Purpose
The role of the Program Operation Manager is to support product and program strategy for Hematology. This role supports ongoing planning, evaluation/measurement, and optimization of short-term and long-term program performance to enable impact for Novartis and patients. This includes day-to-day management and monitoring of all Novartis Patient Support (NPS) programs and services (onboarding, co-pay, adherence, e-services, hub operations), and pull-through of customer-facing resources to support field execution of Hematology programs. Serves as the primary contact between NPS field associates and HQ on program operations and patient access and reimbursement content deployment.
This associate will collaborate closely with the Director of NPS Program Strategy and Management for Hematology on program evolution through the product life cycle. Additionally, they will liaise with multiple NPS Centers of Excellence and cross-functional teams.

 

Job Description

Major Accountabilities:

• Works as an integral part of the NPS cross-functional team to identify and escalate operational issues requiring resolution with NPS teams including, but not limited to, Vendor Management, Patient Support Center, Product Team and Field Operations
• Liaises with NPS Centers of Excellence, including, but not limited to, NPS Vendor Operations Team, to address day-to-day operational needs and provide input for Vendor Management Team to communicate with vendor partners 
• Leads/ participates in daily/weekly calls as necessary to be operationally up to speed on all projects and issues with program management 
• Assess program operations to ensure business objectives are being met and evaluates program performance against these objectives in partnership with Patient Support Center and Program Data Insights and Analytics Center of Excellence 
• Acts as a consistent liaison, point of contact and facilitator to enable appropriate discussions and projects between NPS Operations, Product Teams, Vendors, USMM, Finance, Strategic Sourcing, Field, IT, Analytics, and other business partners and departments related to NPS Operational activities
• Supports successful communication of NPS programs to key stakeholders across the enterprise including sales, marketing, and field reimbursement teams and maintains an in-depth understanding of assigned NPS Program(s) and initiatives related to that program  
• Understands key operational and program reports and uses them to measure business efficiency to manage overall program performance  
• Partners with NPS Enterprise Content Design Team to pull-through customer-facing resources to field teams and content across all stakeholders (including MAP/FUSE) 
• Responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes

What you will bring to the role;

• Bachelor’s Degree, (PharmD, RN or MBA a plus)
• At minimum 4+ years of work experience, with at minimum 2+ year’s background in patient services or similar (including specialty pharmacy distribution & capabilities, patient care coordination, operational workflows, and managed care knowledge). Program management and/or project management experience
• Contract/task order writing and management of the complete contract lifecycle
• Ability to develop, apply and present on required reporting metrics and elements
• Fluency in English both oral and written communication skills

Preferred Experience:

• In depth knowledge of specialty product distribution and service company business models and understanding of patient services challenges and opportunities
• Ability to build relationships, collaborate and influence across a matrix organization
• Knowledge of HIPAA and OIG rulings that impact Patient Services, Experience with specialty and/or buy-and-bill products, Experience with vendor management a plus
• Therapeutic area experience/expertise

The pay range for this position at commencement of employment is expected to be between $114,100 – $ 211,900 per year; however, while salary ranges are effective from 1/1/24 through 12/31/24, fluctuations in the job market may necessitate adjustments to pay ranges during this period.  Further, final pay determinations will depend on various factors, including, but not limited to geographical location, experience level, knowledge, skills, and abilities The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and