Manager, Patient Services - Customer Support Operations

Band

Level 4

Job Description Summary

Join Novartis as a Manager Patient Services - Customer Support Operations and have the opportunity to support product and program strategy for Radioligand (RLT) Cell & Gene and CAR-T therapies including new launches program enhancements system upgrades and liaising with multiple Novartis Patient Service (NPS) Centers of Excellence and cross-functional teams! This role supports ongoing planning evaluation measurement and optimization of short-term and long-term program performance to enable impact for Novartis and patients. This position also oversees day-to-day management and monitoring of all NPS Case Management programs/services and pull-through of customer-facing resources to support field execution of Advanced Technology Platforms (ATP) programs while collaborating closely with the Associate Director of NPS RLT and assisting in the development execution and management of documented processes and information used in the daily work of the ATP Customer Support team.

This position will be based in East Hanover NJ and will not have the ability to be located remotely. Please note that this role would not provide relocation and only local candidates will be considered. This position will require up to 5% travel as defined by the business (domestic and/or international).

Job Description

Key Responsibilities:

• Support the development execution and maintenance of all key Customer Support documentation used in day-to-day operations including working practice documents (WPDs) work instructions job aides call guides frequently asked questions and other content.
• Facilitate key program meetings including agenda pre-reads and meeting minutes and is operationally up to speed on all projects and issues with program management
• Collaborate with NPS Product and Launch Excellence NPS Quality NPS Disease State and Novartis Supply Chain Teams to develop execute and maintain processes product roadmaps associated content and documentations.
• Support successful communication of NPS programs to key stakeholders across the enterprise and assist team in new hire on-boarding training and management including liaising with training team and maintaining of organization charts.
• Understand key operational metric reports and use them to identify areas of improvement for team discussion and process updates
• Partner with NPS Enterprise Content Design Team to assist in the approval of all documentation content across all stakeholders with materials approval process (MAP) and FUSE
• Help create knowledge management repository to maintain version control of documentation
• Identify and report adverse events via the established Novartis systems as per applicable processes.

Essential Requirements:

• Education: Bachelors degree required; MBA is a plus
• 2 years of progressive business experience in the biopharmaceutical industry with broad understanding of patient services challenges and opportunities (including specialty pharmacy distribution & capabilities patient care coordination operational workflows and managed care knowledge)
• Demonstrated track record of customer and patient focus including ingrained customer-orientation feedback and awareness as well as the patient journey across comprehensive user experience and NPS program design
• Ability to manage multiple projects and consistently meet deadlines.
• Ability to analyze problems and use critical thinking to identify alternative solutions and implement recommendations for resolution. Detail-oriented problem solver who can make clear decisions while under pressure.
• Strong written and verbal communication skills and with the ability to develop apply and present on required reporting metrics and elements. Able to simplify complex situations and translate for a broad audience
• Ability to build relationships collaborate and influence across a matrix organization
• Analytical capabilities to proactively identify program and process issues

Desirable Requirements:

• Experience with specialty buy-and-bill products or therapeutic area experience/expertise in oncology Radioligand (RLT) Cell & Gene or CAR-T
• Prior people management experience and background in vendor management

Novartis Compensation Summary: The salary for this position is expected to range between $119700 and $222300 per year. The final salary offered is determined based on factors like but not limited to relevant skills and experience and upon joining Novartis will be reviewed periodically. Novartis may change the published salary range based on company and market factors. Your compensation will include a performance-based cash incentive and depending on the level of the role eligibility to be considered for annual equity -based eligible employees will receive a comprehensive benefits package that includes health life and disability benefits a 401(k) with company contribution and match and a variety of other addition employees are eligible for a generous time off package including vacation personal days holidays and other leaves.

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 e-mail to call 1 and let us know the nature of your request and your contact information. Please include the job requisition number in your message.

Range

$119700.00 - $222300.00

Skills Desired

Building Construction Business Networking Business Partners Business Planning Business Process Transformation Business Strategy Curiosity Decision Tree (Forecasting Model) Diversity & Inclusion Finance Go-To-Market Strategy Key Account Management Leadership Lean Six Sigma Management Consulting Scrum (Programming Methodology) Strategic Planning