Associate Director, Novartis Patient Support (NPS) Enterprise Platform Management (1 of 3)
Associate Director, Novartis Patient Support (NPS) Enterprise Platform Management (1 of 3)
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$ 132300 - 245700
1 Vacancy
Job Description
Band
Level 5Job Description Summary
Location: This opportunity is located at the Novartis East Hanover site and will not have the ability to be located remotely.Job Description
The Associate Director NPS Enterprise Platform Management will lead the strategy design implementation and delivery of user experience initiatives for Patients Practices Patient Support Center (PSC) agents and the brand field force teams. This role focuses on optimizing patient experience and outcomes by overseeing user needs workflows and engagement channels that drives access and adherence to Novartis medicines. By leveraging user research journey mapping and datadriven insights this leader will define and monitor key metrics such as resolution time patient satisfaction and program efficiency to drive continuous improvements to outcomes and operational performance.
In this position you will collaborate with a diverse and multidisciplinary team to gather structure and prioritize agent experience related product requirements from stakeholders. Your goal will be to execute your roadmap across our advanced technology stack delivering scalable. industryleading services.
Your responsibilities will include but are not limited to:
- Own and drive the agent experience product vision strategy roadmap and end user satisfaction in collaboration with business and other product design and engineering leads.
- Facilitate effective communication between end users and product development teams to ensure the delivery of an efficient agent experience and to translate insights into product features that address user needs.
- Build bestinclass and compliant agent experience with accuracy transparency and efficiency.
- Lead the documentation and ongoing maintenance of product requirements for Product/IT to build technical applications across all products working alongside business strategy and franchise teams.
- Demonstrate deep understanding of the patient services internal and vendor landscape including Benefit Investigation Prior Authorization Copay patient & practice authorizations consent / optouts and ongoing refill management solutions for all product archetypes.
- Update key stakeholders (PSC Franchise IT Vendors) on product status to maintain their continued support.
Required Qualifications:
- 5 years of product/data management and technology experience in healthcare life sciences and / or regulated industry.
- Minimum of 3 years of experience in patient services and reimbursement operations either in Pharma or at reimbursement HUBs.
- Demonstrated understanding within the Patient services technology landscape.
- Multifunctional experience in Pharmaceutical or Healthcare preferred.
- Familiarity with operating in regulated industries (HIPAA FINRA CCPA etc.)
- Experience in driving results in a matrix organization.
- Creative analytical person with the capability to provide innovative solutions to challenges and roadblocks.
- Proven initiativetaker and ability to deliver strongly in a firsthand role.
- Proven expertise and a solid grasp of usercentered design principles usability heuristics and interaction design patterns.
- Knowledge of information architecture wireframing and prototyping.
- Familiarity with design tools like Figma Sketch or Adobe XD.
- Ability to conduct and interpret user research including user interviews surveys and usability testing.
- Understanding of user personas and user journey mapping.
- Proficiency in applying design thinking methodologies to solve user problems.
- Ability to facilitate workshops brainstorming sessions and influence leadership teams.
Education:
- Bachelors Degree in relevant area. MBA or Advanced degree in quantitative subject (e.g. Computers Data Science Statistics Economics Social/Life Sciences) strongly preferred.
Novartis Compensation and Benefit Summary:
The pay range for this position at commencement of employment is expected to be between $132300.00 and $245700.00 per 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 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.
EEO 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
Agility CrossFunctional Collaboration Customer Engagement Customer Experience Customer Insights Data Analytics Data Strategy Digital Marketing Marketing Strategy Media Campaigns Product Marketing Stakeholder Engagement Stakeholder Management Waterfall ModelRequired Experience:
Director
Employment Type
Full-Time
