Manager, Enterprise Operations (Intake, Case Management, Coverage and Access) - 3 Positions

Location: East Hanover, NJ or Tempe, AZ

Hybrid Working Requirements: Ability to work on-site 3 days per week

The Manager, Enterprise Operations is responsible for the efficiency and effectiveness of PSC processes and ways of working for an associated PSC function, which includes intake, case management, coverage and access, and others. As part of the role, the Manager is responsible for the creation of PSC processes and their associated lifecycle and optimization through process mapping and application of best practices.  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:

• Supporting the operational agenda and priorities for program transitions, new launches, technologies, and capabilities both short-term and long-term.
• Collaborating with DSTs, Launch Excellence, and Platform Strategy to execute program transitions and new launch planning, specifically focusing on operational process mapping and enterprise functional operations.
• Applying an enterprise lens to all operational processes within the Patient Support Center (PSC) to drive efficiency and effectiveness.
• Creating operational process maps for the PSC, leveraging subject matter expertise and aligning with matrixed partners for deployment planning and dependencies.
• Participating in Go-To-Market and NPS meetings to understand NPS requirements and translating them into PSC operational needs.
• Ensuring efficient and effective PSC processes and ways of working across intake, case management, coverage and access.
• Supporting the process and technology roadmap for the newly created Enterprise Operations Support team to fully realize scale and efficiencies.
• Creating and optimizing PSC processes through process mapping and best practices.
• Collaborating with PSC Program Management, as well as various cross-functional NPS functions like DSTs, Platform Strategy, Launch Excellence, and Performance Excellence.

This position will be located at either the East Hanover, NJ or Tempe, AZ site and will not have the ability to be located remotely. This position will require up to 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 the work locations are accessible for you.

What you’ll bring to the role:

Education: Bachelor's Degree, advanced degree preferred 

Essential Requirements:

• Three years of pharmaceutical, life sciences consulting and/or pharmaceutical vendor experience
• Experience working in a pharmaceutical contact center
• Working knowledge 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
• Knowledge of HIPAA, patient privacy, and other legal policies applicable to working in a patient support center
• Strong interpersonal, communication, influencing and analytical skills
• Ability to manage multiple projects and consistently meet deadlines
• Excels at interacting with a diverse group of people, including line managers and matrixed partners
• Pro-active, entrepreneurial approach to recognizing needs and anticipating issues and solving problems

Desirable Requirements:  

• Experience in building, implementing, and launching patient support programs as well as partnering with specialty pharmacies
• Experience creating operational process maps and deploying for real world application with change management/project management experience

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.

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

The pay range for this position at commencement of employment is expected to be between $97,600 and $146,400/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.