Supervisor, Case Management -PSC (Patient Support Center) Multiple Positions -East Hanover, NJ or Tempe, AZ
Supervisor, Case Management -PSC (Patient Support Center) Multiple Positions -East Hanover, NJ or Tempe, AZ
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$ 77000 - 143000
1 Vacancy
Job Description
Band
Level 3Job 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 Supervisor you will be working under the direction of an Associate Director. This position is responsible for supporting the daytoday operations of a Patient Support Center Team that oversees brand or brand agnostic services. The individual in this role will focus on supporting achievement of Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) productivity quality and customer service. Responsibilities include helping the agent access / utilize Contact Center technology and access knowledge / content to efficiently manage relevant patient support processes for customers. Critical success factors include specialization in a specific Novartis US brand and/or payer specialization in the medical and pharmacy payer landscape and the various process/tools to handle interactions the ability to provide direct coaching for designated agents to ensure optimal performance and frequent contributions to operational process expansions and enhancements.
Job Description
Your responsibilities will include but are not limited to:
Lead a team of 1012 Patient Support Center agents who oversee Immunology services.
Support the daytoday operations escalations and performance of highly customerfocused contact center which serves customers across channels such as Web SMS chatbot email efax phone etc.
Oversee the case management system use and best practices for case management supporting the patient journey
Maintain knowledge of Immunology payor programs and customer payer workstreams for optimal program performance.
Escalate opportunities to drive improved efficiency and effectiveness of customer service to the Associate Director.
Monitor performance attendance and quality at the team level to drive service excellence and KPI and SLA achievement.
Work closely with Performance Excellence to monitor call and system performance of agents. Ensure monitoring outcomes are pulled through at the agent and team level.
Schedule coaching huddles and other sessions to positively impact overall performance and compliance of team.
Identify trends in team behavior and performance to guide coaching training and communication; assist in identification of process improvements.
Manages escalations and provides guidance to handle customer interactions.
Share and encourage best practices for motivating agents; foster a collaborative team environment; foster a culture of innovation.
Along with the Associate Director communicate regularly with the team regarding policy changes improvement opportunities and procedures.
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.
Responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes
What youll bring to the role:
Education:
High School Diploma ; Associates or Bachelors degree preferred
Travel requirements:
Proximity and ability to commute to work onsite in East Hanover NJ or Tempe AZ 1 2 weeks per month and for occasional meetings or events
Required Experience:
Case management: Two (2) years of proven case management experience with specialty products.
Additional experience with completing patient information Intake (data entry obtaining consents) and Reimbursement activities (benefits checks prior authorizations billing/coding) is preferred
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 and provide 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
Therapeutic area experience
Immunology Specialty products experience
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 can be 8 am 5 pm ET or 9am6pm ET 10am 7pm ET 11 am 8 pm ET Monday through Friday and may fluctuate between the two depending on team needs. 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
The pay range for this position at commencement of employment is expected to be between$77000 and $143000/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 gender national origin age sexual orientation gender identity or expression marital or veteran status disability or any other legally protected status. We strive to create an inclusive workplace that cultivates bold innovation through collaboration and empowers our people to unleash their full potential.
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 in order to perform the essential functions of a position please send an email to 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.
Range
Skills Desired
Accounts Receivable Calls Handling Curiosity Customer Care Customer Experience Customer Relationship Management (CRM) Software Customer Requirements Customer Service Efficiency Installations (Computer Programs) Microsoft Access Microsoft Excel Mobile Devices Relationship Building Sales Salesforce CrmRequired Experience:
Manager
Employment Type
Full-Time
Key Skills
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