Associate Director, PSC Program Monitoring

Job Description Summary

#LI- Hybrid

This position will be located at the East Hanover NJ site and will not have the ability to be located remotely. This position will require about 20% travel as defined by the business (domestic). Please note that this role would not provide relocation and only local candidates will be considered.

The Associate Director PSC Program Monitoring leads the quality assurance program monitoring case auditing and escalation governance strategy for Novartis Patient Support Center operations. This leader sets standards for monitoring and auditing coverage ensures effective governance and risk sensing across programs and channels and drives a consistent find recommend fix operating rhythm with PSC Program Management Training Analytics ERC Legal Compliance IDS and Technology. The role leads managers responsible for day-to-day execution and analyst development and partners with the Manager Monitoring Operations who owns monitoring standards/materials and monitoring-related Genesys/CRM functionality. Success requires scalable monitoring and escalation capabilities decision-ready insights for governance forums and effective use of technology (AI/automation) and near-/off-shoring to support efficiency and cost avoidance.

Job Description

Your responsibilities will include but are not limited to:

• Own the people process and technology roadmap for Program Monitoring; ensure manager-led execution delivers scale quality and efficiency (operating model capacity/coverage planning tooling and reporting).
• Set and maintain a sustainable risk-based approach to monitoring auditing and escalation governance (control objectives coverage evidence standards and decision rights); ensure adoption through manager-led standard work calibration and quality routines.
• Define the technology-enabled monitoring and auditing strategy (AI/automation data capture reporting); partner with IDS/DDIT/Product and the Manager Monitoring Operations to translate requirements into Genesys/CRM functionality scalable evaluation tools and actionable reporting.
• Own PSC CAPA governance and audit readiness; ensure findings are evidence-based owners/timelines are defined and actions are tracked through closure with program operations training and technology stakeholders.
• Lead the Program Monitoring organization across locations (East Hanover NJ; Tempe AZ; Mexico City Mexico; Hyderabad India) through direct leadership of managers/people leaders; ensure monitoring and escalation execution is consistent and high quality across teams.
• Oversee Program Monitoring & Escalations governance outcomes: define escalation thresholds/decision trees; ensure governance forums receive decision-ready narratives; and ensure remediation actions are assigned prioritized and tracked to closure.
• Responsible for team performance engagement people management (growth/coaching/motivation) adherence to company policies/processes
• Maintain a deep understanding of NPC policies and requirements and perform all responsibilities with integrity and in a manner consistent with company policy and/or guidance
• Supporting the short -mid and long-term operations agenda and priorities for program transitions new launches new technologies and near- and off-shore capabilities
• Build strong partnerships with PSC Program Management Business Operations ATP Customer Support PSC Training NPS Analytics NPS Quality Assurance IDS DDIT Product/Technology ERC Legal and Compliance to align monitoring expectations reporting escalation pathways and remediation ownership.
• Demonstrate a proactive approach to continual improvement by leading with a quality mindset
• Responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes

Required Experience:

• Education: Bachelors degree required.
• Education: Bachelors Degree; advanced degree preferred (MBA)

• 4 years of pharmaceutical and/or pharmaceutical vendor experience
• 2 years of people leadership experience including coaching performance management and ideally leading through managers or senior leads in a complex matrixed environment
• Experience within or supporting (200 agent) contact center operations leadership
• Experience designing governing and scaling quality monitoring and/or auditing programs for contact center and/or case management operations (coverage strategy standards calibration reporting and continuous improvement)
• High awareness and understanding of patient access and reimbursement services including prior authorization appeals and other payer utilization management mechanisms
• Knowledge of commercial copay programs patient assistance programs and foundation support
• Strong interpersonal communication influencing and analytical skills
• Proactive entrepreneurial approach to recognizing needs and anticipating issues and solving problems
• Ability to manage multiple projects and consistently meet deadlines
• Demonstrated ability to synthesize information to develop recommendations and ability to influence matrixed partners

Preferred Experience:

• Experience working in a Patient Services contact center
• Experience creating operational case audit program/approach to ensure documented processes are being executed properly
• Demonstrated experience leveraging technologies such as AI and automation to optimize and enhance quality monitoring and auditing processes

Novartis Compensation Summary:

The salary for this position is expected to range between $138 600 and 257400.00per year. The final salary offered isdeterminedbased 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 awards.

US-based eligible employees will receive a comprehensive benefits package that includes healthlifeand 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 daysholidaysand other leaves.

COVID-19 Vaccine Policy (customer-facing roles only):While Novartis does not require vaccination for COVID-19 or proof of a recent negative test result for COVID-19 at this time employees working in customer-facing roles must adhere to and comply with customers (such as hospitals physician offices etc.) credentialing guidelines which may require vaccination. As required by applicable law Novartis will consider requests for reasonable accommodation for those unable to be vaccinated. This requirement is subject to applicable state and local laws and may notbe applicableto employees working in certainjurisdictions. Please send accommodation requests

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

Salary Range

$138600.00 - $257400.00

Skills Desired

Agility (Inactive) Agility (Inactive) Auditing (Inactive) Audit Management Audits Compliance Business Acumen Business Partnerships Collaboration / Teamwork (Inactive) Communication Skills (Inactive) Continuous Learning Decision Making Employee Performance Evaluations Financial Acumen Gmp Procedures (Inactive) Goal-Oriented Health Authorities (Inactive) Inspection Readiness Leadership Logical Thinking Major Incident Management Managing Ambiguity Organizing People Management Problem Solving Skill (Inactive) Problem Solving Skills (Inactive) 5 more