Senior Supervisor Program Management Float -PSC (Patient Support Center) -East Hanover, NJ or Tempe, AZ
Senior Supervisor Program Management Float -PSC (Patient Support Center) -East Hanover, NJ or Tempe, AZ
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$ 103600 - 192400
1 Vacancy
Job Description
Job Description Summary
Location: East Hanover NJ or Tempe AZNovartis is a global company that combines medical science and digital technology to provide lifechanging medicines to millions of people. We offer numerous opportunities for growth and development including global and local crossfunctional careers and a wide range of learning programs. Our strong pipeline of medicines ensures continued business growth and enables us to bring innovative treatments to patients quickly.
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 500000 patients annually.
The Novartis Patient Support Center (PSC) is the central operational function within our organization. We handle all patient caregiver and customer transactions related to supporting patient access including intake case management benefits verification prior authorization and appeals support specialty pharmacy triage and adherence support. We are committed to delivering exceptional customer service which is measured through service level agreements (SLAs) key performance indicators (KPIs) and net promoter scores.
As the Float Senior Supervisor you will be working under the direction of the Director Case Management. This position is responsible for supporting the daytoday operations of the PSC Program Management teams that provides specialty endtoend case management services for multiple brands. The individual in this role will focus on helping agents access / utilize Contact Center technology and relevant knowledge content to efficiently conduct case management and access processes for customers. While this role will not have direct reports assigned critical success factors include knowledge of the various process/tools to handle interactions the ability to provide intermittent coaching for agents to ensure optimal performance to maintain operations when primary Supervisor is not available.
Job Description
Your responsibilities will include but are not limited to:
Indirectly supervise a group of up to 15 agents with responsibility of handling all aspects of patient case management including intake general inquiries product / program questions site specific communication preference management coverage and access as well services such as free trial offer enrollment copay enrollment adherence enrollment etc.
Support the daytoday operations escalations and performance of highly customerfocused contact center which serves customers across channels such as Web SMS chatbot email efax etc.
Knowledge of patient facing adherence and/or education programs specifically for compliance adherence agent coaching/performance enhancement and assurance of optimal patient experience.
Maintain knowledge of programs and customer workstreams for optimal program performance.
Monitor performance attendance and quality at the team level to drive service excellence and KPI and SLA achievement.
Manages escalations from Case Managers and provide guidance to handle customer interactions
Work with various matrix partners in both the PSC and externally to ensure communication collaboration and coordination is occurring across teams and that everyone has the information that is needed to do their jobs effectively.
Collaborates with other Supervisors to provide agent or program specific feedback
Responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes
What youll bring to the role:
Education:
Bachelors degree ; advanced degree preferred (e. RPh Nursing or other relevant specialty)
Travel requirements:
Proximity and ability to commute to work onsite in Tempe AZ or East Hanover NJ and up to 12 weeks per month and for occasional meetings or events
Experience:
Required Experience:
Minimum 5 years of Patient Services Healthcare or Contact Center experience
Three (3) years of proven endtoend case management experience with specialty products including patient facing interactions.
Three (3) years of experience working with Complex Specialty products in a pharmaceutical/healthcare setting (such as Biologics Medical Devices Oncology Transplant Infusion Rare Disease etc.)
Previous leadership team building and performance management or Novartis team leadership experience.
Strong critical thinking skills and the ability to multitask
Expertise working with data entry system(s) case management systems computer software and telephone/fax technology
Excellent phone and verbal communication skills ability to follow oral and written directions
Ability to effectively collaborate with various matrixed Novartis teams
Forward thinker who can adapt and grow with the evolving Novartis Patient Support landscape
Desired Experience:
Prior experience leading a team in call center environment
Other Work Requirements:
When working from home a quiet dedicated space where the employee can work without interruption
Ability to work the scheduled work hours which generally will be an 8hour schedule with two paid rest breaks and an unpaid lunch break. Supervisor schedule hours will be or 11 am 8 pm ET Monday through Friday. Schedule times are subject to change.
For Patient Support Center (PSC) roles with a dedicated training period: The individual hired for this role will be to successfully complete initial training including passing simulations and become certified to do the role.
The pay range for this position at commencement of employment is expected to be between$103600 and $192400/year; however while salary ranges are effective from 1/1/25 through 12/31/25 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 signon 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 atwill 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: Statement:
The Novartis Group of Companies are Equal Opportunity Employers. We do not discriminate in recruitment hiring training promotion or other employment practices for reasons of race color religion sex national origin age sexual orientation gender identity or expression marital or veteran status disability or any other legally protected status.
Accessibility and reasonable accommodations
The Novartis Group of Companies are committed to working with and providing reasonable accommodation to individuals with disabilities. If because of a medical condition or disability you need a reasonable accommodation for any part of the application process or to perform the essential functions of a position please send an email to or call 1(877)and let us know the nature of your request and your contact information. Please include the job requisition number in your message.
Salary Range
$103600.00 $192400.00Skills Desired
Agility Analytical Thinking Brand Awareness Building Construction Business Analytics CrossFunctional Collaboration Digital Marketing Marketing Strategy Media Campaigns Sales Stakeholder Engagement Stakeholder Management Strategic Marketing Waterfall ModelRequired Experience:
Manager
Employment Type
Full-Time
Key Skills
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