Manager, Program Management Support (PSC)

Job Description Summary

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 Care Navigator Supervisor team.

The location for this role is East Hanover, NJ. The expectation of working hours and travel (domestic and/or international) will be defined by the hiring manager.

Travel requirements: Role is office-based in either the Phoenix/Tempe metro area or in East Hanover, NJ with occasional travel between offices (anticipating 20%).

 

Job Description

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.

Your responsibilities will include, but are not limited to: 

• Oversight of the program management team operations to support Supervisors with for new and/or transitioning programs, initiatives, or requests within the organization including:
• Programs requiring call routing and/or general inquiries within the inbound telephony teas.
• Programs with full service (Start Form) offerings within the Care Navigator case management team
• 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 to ensure accountability and assist with growth and development activities including coaching at the request or direction of the Associate Director.

Required Qualifications:

• 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
• Experience working in a Customer Relationship Management system (CRM), Salesforce preferred
• 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 mindset, high level of integrity and ethical judgment 
• Ability to simultaneously manage multiple projects (multi-task) in a fast-paced environment in order to meet aggressive deadlines.
• Ability to be flexible in a continually changing environment in order to achieve business needs.
• Passion for problem solving and taking on challenges.
• Highly customer service driven, team oriented and have a focus on business partnering skills

Preferred Qualifications: 

• Demonstrated experience in fostering compliance with company policies and procedures 
• Understanding of privacy laws and regulations including HIPAA and similar state laws 
• Successful leadership skills managing a team across multiple locations (both remotely and onsite) with direct reports 
• Strong ability to collaborate and work cross-functionally within a matrix environment

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

The pay range for this position at commencement of employment is expected to be between $89,600.00 and $166,400.00 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 abiliti