The creation of an internal Engagement Center is a strategic priority for US Pharma. We have an in-credible opportunity to formulate exciting new partnerships to deliver transformative patient services. The PSS team is uniquely positioned to help support our goal of providing appropriate medications to twice as many patients twice as fast.
The Patient Support Center will support all franchises by providing omni-channel customer sup-port and patient access. By leveraging workforce management, technology, and through staff retention and engagement, it will ensure strong alignment with NPS brand goals. The team is committed to helping customers by improving medication delivery.
• If you are customer-obsessed.
• If you are energized by leading teams of people through
change.
• If you are motivated by measured outcomes.
You should consider joining the Novartis Patient Support Center.
Working under direction of the VP of Operations responsible for managing all aspects of the Oncology Case Management operations, required to meet the NPS objectives and the customer / patient needs.
This role manages operations of customer-facing staff providing support to patients, physician office staff, pharmacists, and internal partners. Based on the evolving marketing landscape, seasonality and other compliance or regulatory requirements introduce changes to operational processes and procedures.
You will inspire managers to provide unbiased support and resolution for customer requests and incidents – accurately and efficiently answer calls that are received from patients, their caregiver and members of the healthcare team and educate/advise current.
Your responsibilities will include, but are not limited to:
•Coordinate the selection, onboarding and training of an in-house team
•Managing patient and health care provider support along with financial assistance pro-grams
•Manage scheduling, ordering and tracking of medications (nationally and internationally)
•Driving support services to increase patient adherence
•Collaborating with cross-functional stakeholders to continuously improve program offering
•Monitoring and managing the day-to-day relationship, operations, and performance of highly customer-focused patient access call center
•Ensuring compliance and quality are maintained and issues are escalated appropriately and resolved
•Align services with franchise leaders throughout NPS
Role is based in Tempe, Arizona. Proximity and ability to commute to work onsite in office minimally 1 week per month and for occasional meetings or events. Will require other travel as needed.Minimum requirements
Education:
*Bachelor’s Degree (required); Degree in social work or clinical area preferred
*Advanced business degree (MS or MBA) preferred
*7+ years of pharmaceutical industry or related Healthcare experience
*2+ years of experience leading teams
*Comprehensive knowledge of pharma customer support needs.
*Experience working in a Patient Services contact center
*Strong analytical acumen and ability to effectively forecast contact volumes, man-age operational scheduling of resources and day-to-day operations
*Thorough understanding and knowledge of US healthcare economics and the drivers of pharmaceutical demand
*Experience with benefit investigation including prior authorization, benefit investigation and verification, appeals, and payer policies and procedures with both pharmacy and medical benefit products is required
*Forward thinker who can adapt and grow with the evolving Patient & Specialty Services landscape
Preferred Experience
*Rare disease pharmaceutical industry or related consulting experience preferred
*Strong core insurance (Medical and Pharmacy Benefit) knowledge
*Radiation therapy experience, nuclear medicine
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.
Accessibility and Reasonable Accommodations: Individuals in need of a reasonable accommodation due to a medical condition or disability for any part of the application process, or to perform the essential functions of a position, please send an e-mail to [email protected] or call +1 (877)395-2339 and let us know the nature of your request and your contact information. Please include the job requisition number in your message.
The pay range for this position at commencement of employment is expected to be between $192,000.00 and 288,000.00.00 OR year; however, while salary ranges are effective from 1/1/23 through 12/31/23, 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 re-serves 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 Net-work here: https://talentnetwork.novartis.com/network
br{display:none;}.css-58vpdc ul > li{margin-left:0;}.css-58vpdc li{padding:0;}]]> Are you passionate about customer service and the enthusiasm to help others? If so, this...
Apply For This Jobbr{display:none;}.css-58vpdc ul > li{margin-left:0;}.css-58vpdc li{padding:0;}]]> Job Summary: Under the supervision of the Chief Information Officer this position provides technical assistance...
Apply For This Jobbr{display:none;}.css-58vpdc ul > li{margin-left:0;}.css-58vpdc li{padding:0;}]]> Overview: Encompass Health’s home health & hospice services are now Enhabit Home Health & Hospice....
Apply For This JobAt Eisai, satisfying unmet medical needs and increasing the benefits healthcare provides to patients, their families, and caregivers is Eisai’s...
Apply For This JobThe ED, US Tax Transformation and Innovation is responsible for the leadership, management, and execution of the transformation and R&D/IP...
Apply For This JobAbout the Department Site New Hampshire, located in West Lebanon, is where Novo Nordisk’s life-saving treatments are brought to life....
Apply For This Job