Associate Director, Curriculum Design

Job Description Summary

The Associate Director, Curriculum Design will be aligned to intake, program case management, coverage and access, and/or systems training functions, and will be responsible for creating product program training plans, developing programs and systems curricula, securing content approval, and leading/facilitating trainings for new hires and continuous learnings. This role is responsible for ensuring program and systems content is up-to-date and for maintaining proper documentation as supervisors and agents matriculate and/or advance their skillsets with continuous learnings. This role will serve as a key member of a training team committed to advancing our growth within the Patient Support Center (PSC) and ensuring that the PSC delivers a best-in-industry customer experience.

#LI - Hybrid

 

Job Description

Key Responsibilities:

• Partner with stakeholders to understand and develop training initiatives and programs, including PSC training objectives, outlines, agendas, plans, and content. Ensure cross-functional input is integrated and aligned with Novartis and PSC Policies and Objectives.
• Develop product programs, systems curricula, operational plans, and trainings to support learning objectives for brand transitions, new launches, updates, program sunsets, and routine system changes.
• Demonstrate subject matter and technical expertise of assigned function (i.e., intake, program case management, reimbursement, and/or systems training), including business processes, operational flows, program design, and operational challenges.
• Apply adult learning principles to elevate agent competency and knowledge retention on training curricula. Ensure quality delivery of training through a variety of tactics (live and virtual facilitation, train-the-trainers, peer-based teaching, guided practice sessions, experiential learning, problem-solving, etc.) and technologies.
• Identify and execute pull through opportunities and refreshers for curricula that accommodates progressive learning from “fundamentals” to “thought leadership”, including guided-practice time and nesting to allow each role to master learning objectives.
• Implement competency models, needs assessments, simulations, and certifications to ensure supervisor, agent readiness and proficiency specific to branded programs (i.e., onboarding, copay, benefits verification, adherence), systems (i.e., SalesForce, GeneSys), technology (i.e., triage, eFax, portals), and business applications (i.e., artificial intelligence, electronic benefits verification/prior authorization, government checks).
• Ongoing analysis of business outcomes to determine retraining, up skilling, and other ad hoc training needs by role. Support development of systems training content and implementation for new hires.
• Ensure all trainings are up-to-date and appropriately capture the importance of compliance reporting requirements, including, but not limited to, the reporting of technical complaints/adverse events/special case scenarios related to Novartis products within 24 hours of receipt. Identify and report adverse events via the established Novartis systems as per applicable processes.
• Collaborate with HQ Training, external vendors, internal subject matter experts (SMEs), and key Operations leads in the development of training materials that reflect the needs of the brand and evolving landscape and legal/regulatory requirements. Partner with cross-matrix teams to leverage best practices for learning technology applications to existing programs. Ensure all approved training material is current, organized, and accessible on selected Learning Management System (LMS).
• Track KPIs and provide progress reports on the implementation of the Product/Clinical/Engagement training strategy and curriculum.

This position will be located at the East Hanover, NJ or Tempe, AZ site and will not have the ability to be located remotely. This position will require 20% travel as defined by the business (domestic and/ or international). Novartis is unable to offer relocation support for this role; please only apply if this location is accessible for you.

Essential Requirements:

• Bachelor degree in Education, Business, Communication or related field
• 2+ years of people management/leadership experience
• 5+ years' experience in a healthcare or pharmaceutical training and development capacity
• Previous experience working with systems, technology and business applications (Salesforce, CRM, LMS, Visio)
• Experience working with contact centers and/or central support operations, including but not limited to hub/pharma functions, case management, benefits investigation, etc.
• Highly skilled in public speaking and facilitation of training classe