Summary
About the Role
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, entrepreneurial approach to recognizing needs and anticipating issues and solving problems
· Ability to manage multiple projects and consistently meet deadlines
· Demonstrated ability to synthesize information to develop recommendations, and ability to influence matrixed partners
Preferred Qualifications:
· Experience working in a Patient Services contact center
· Experience creating operational case audit program/approach to ensure documented processes are being executed properly
· Understanding and experience partnering with specialty pharmacies
· Change management and project management experience
· Successful leadership skills managing a team across multiple locations (both remotely and onsite) with direct reports
Other requirements:
· 20% travel. Role is based in East Hanover, NJ or Tempe, AZ. Requires being in person as needed during employee training and onboarding.
· Ability to work on-site (East Hanover, NJ or Tempe, AZ) 3 days per week
Why consider Novartis?
Why Novartis: Our purpose is to reimagine medicine to improve and extend people’s lives and our vision is to become the most valued and trusted medicines company in the world. How can we achieve this? With our people. It is our associates that drive us each day to reach our ambitions. Be a part of this mission and join us! Learn more here: https://www.novartis.com/about/strategy/people-and-culture
You’ll Receive: You can find everything you need to know about our benefits and rewards in the Novartis Life Handbook. https://www.novartis.com/careers/benefits-rewards
Commitment to Diversity & Inclusion: Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.
Novartis Compensation and Benefit Summary: The pay range for this position at commencement of employment is expected to be between $144,000.00 and $216,000.00/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 various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
Join our Novartis Network: If this role is not suitable to your experience or career goals but you wish to stay connected to hear more about Novartis and our career opportunities, join the Novartis Network here: https://talentnetwork.novartis.com/network
Why Novartis: Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together? https://www.novartis.com/about/strategy/people-and-culture
Join our Novartis Network: Not the right Novartis role for you? Sign up to our talent community to stay connected and learn about suitable career opportunities as soon as they come up: https://talentnetwork.novartis.com/network
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