AD, Enterprise Ops Support

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

Location: Hybrid Working Requirements: Ability to work on-site (East Hanover, NJ or Tempe, AZ) 3 days per week

The Associate Director, Enterprise Operations Support leads the day-to-day PSC enterprise business operations and processes related to central operations (intake, case management, and coverage & access), along with escalation management, case auditing, and process mapping. This position works closely with PSC Program Management, as well as cross-functional Novartis Patient Support (NPS) functions, including Disease State Teams (DSTs), Platform Strategy, Launch Excellence, Performance Excellence, and Data Analytics. Critical success factors include the ability to execute on the delivery of enterprise business standards that enable the PSC to realize efficiencies and scale across branded programs and support a culture of operational excellence and execution against clearly defined SLAs, KPIs, and productivity metrics.

Key Responsibilities:

· Leading a team of experts across multiple locations (East Hanover, NJ, Tempe, AZ, and Mexico City, Mexico) who are responsible for managing the day-to-day, enterprise operations within the PSC, including escalation management, case auditing, and operational process mapping

GJFA Global Benchmark

ROLE PROFILE

· Responsible for team performance, engagement, people management (growth/coaching/motivation), adherence to company policies/processes

· Supporting the short, -mid and long-term operations agenda and priorities for program transitions, new launches, new technologies, and near- and off-shore capabilities

· Motivating and inspiring the team by fostering an open and inclusive environment

· Partnering with DSTs, Launch Excellence, and Platform Strategy to execute on program transitions and new launch planning as it relates to operational process mapping, operational case auditing, and escalations

· Accountable for ensuring an enterprise lens is applied to all operational processes to fully realize operational efficiencies and effectiveness within the PSC

· Oversee the handling of centralized repository of issues, escalations, and customer feedback

· Build and execute on the design of the people, process, and technology roadmap for the newly created Enterprise Operations Support team to fully realize scale and efficiencies

· Serve as one of the PSC’s Subject Matter Experts on program enterprise design and business rules as it relates to enterprise program operations

What you’ll bring to the role:

Education: Bachelor's Degree; advanced degree preferred (MBA)

Essential Requirements:

· 5+ years of pharmaceutical and/or pharmaceutical vendor experience

· 2+ years of management experience

· Experience in building, implementing, and launching patient support programs

· High awareness and understanding of patient access and reimbursement services, including prior authorization, appeals, and other payer utilization management mechanisms

· Knowledge of commercial copay programs, patient assistance programs and foundation support

· Experience creating operational process maps and deploying for real world application

· Strong interpersonal, communication, influencing and analytical skills

· Experience triaging and handling customer escalations to deliver exceptional customer service, accountability, and resolution

· Pro-active, entrepreneuria