Supervisor, Case Management -PSC (Patient Support Center) Multiple Positions -East Hanover, NJ or Tempe, AZ

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 Supervisor, you will be working under the direction of an Associate Director. This position is responsible for supporting the day-to-day operations of a Patient Support Center Team that oversees [brand or brand agnostic] services. The individual in this role will focus on supporting achievement of Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), productivity, quality, and customer service. Responsibilities include helping the agent access / utilize Contact Center technology and access knowledge / content to efficiently manage relevant patient support processes for customers. Critical success factors include [specialization in a specific Novartis US brand and/or payer specialization in the medical and pharmacy payer landscape] and the various process/tools to handle interactions, the ability to provide direct coaching for designated agents to ensure optimal performance, and frequent contributions to operational process expansions and enhancements.

 

Job Description

Your responsibilities will include, but are not limited to: 

 

• Lead a team of 10-12 Patient Support Center agents who oversee Immunology services. 

• 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, phone etc.   

• Oversee the case management system use and best practices for case management supporting the patient journey  

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

• Escalate opportunities to drive improved efficiency and effectiveness of customer service to the Associate Director. 

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

• Work closely with Performance Excellence to monitor call and system performance of agents. Ensure monitoring outcomes are pulled through at the agent and team level.  

• Schedule coaching, huddles and other sessions to positively impact overall performance and compliance of team. 

• Identify trends in team behavior and performance to guide coaching, training, and communication; assist in identification of process improvements. 

• Manages escalati