Senior Supervisor- – Case Management

Healthcare Businesswomen’s Association; Mazatlán; Presencial; USD 50,000 - 90,000; Jornada completa

Descripción de la vacante

An established industry player is seeking a Supervisor for Case Management to lead a dedicated team in providing exceptional patient services. This role is vital in ensuring high-quality support and adherence to service standards while fostering a culture of collaboration and innovation. You will oversee daily operations, manage escalations, and drive performance improvements within a dynamic contact center environment. If you are passionate about healthcare and have a proven track record in case management, this is an exciting opportunity to make a significant impact in patient care.

Formación

• 5+ years in Patient Services, Healthcare, or Contact Center roles.
• 3+ years of end-to-end case management experience.

Responsabilidades

• Lead a team of Case Managers handling patient inquiries and services.
• Monitor team performance to meet KPIs and SLAs.

Conocimientos

Agility

Analytical Thinking

Brand Awareness

Business Analytics

Cross-Functional Collaboration

Digital Marketing

Sales

Stakeholder Engagement

Stakeholder Management

Strategic Marketing

Educación

Bachelor's degree

Advanced degrees (e.g., RPh, Nursing)

Descripción del empleo

Job Description Summary

As the Supervisor, Case Management, you will work under the direction of the Associate Director, Case Management. This position supports the daily operations of the NPS Case Management (CM) Team, which provides specialized end-to-end case management services for a specific brand. The role focuses on achieving Key Performance Indicators (KPIs), Service Level Agreements (SLAs), productivity, quality, and customer service. Responsibilities include helping CMs access and utilize Contact Center technology and knowledge content efficiently to manage customer cases. Success factors include specialization in a Novartis US brand, providing coaching to agents, and contributing to process improvements.

Your responsibilities will include, but are not limited to:

• Leading a team of 10-12 customer-facing Case Managers handling patient inquiries, product questions, communication preferences, and services such as free trial, co-pay, and adherence enrollments, focusing on one therapy area.
• Overseeing case management system use and best practices supporting the patient journey.
• Managing daily operations, escalations, and performance of a customer-focused contact center across channels like Web, SMS, chatbot, email, and e-fax.
• Possessing critical knowledge of patient adherence and education programs, ensuring compliance and optimal patient experience.
• Maintaining knowledge of programs and workflows for optimal performance.
• Monitoring team performance, attendance, and quality to drive service excellence and meet KPIs and SLAs.
• Collaborating with Performance Excellence to monitor agent call and system performance; scheduling coaching and team sessions to improve performance and compliance.
• Identifying trends to guide coaching, training, and process improvements.
• Managing escalations from Case Managers and providing guidance for customer interactions.
• Encouraging best practices, fostering collaboration, and promoting a culture of innovation within the team.
• Coordinating with various partners internally and externally to ensure effective communication and information sharing.
• Reporting adverse events through established Novartis systems as per procedures.

What you’ll bring to the role:

• Education: Bachelor's degree required; advanced degrees (e.g., RPh, Nursing) preferred.
• Travel: Ability to commute to the Mexico City Office 3 days per week.

Experience:

• Minimum 5+ years in Patient Services, Healthcare, or Contact Center roles.
• At least 3+ years of end-to-end case management experience with specialty products involving patient interactions.
• Experience working with complex specialty products in a healthcare/pharmaceutical setting.
• Leadership experience in team building and performance management.
• Strong critical thinking, multi-tasking, and data/system proficiency.
• Excellent verbal communication skills and ability to collaborate across teams.
• Adaptability to evolving patient support landscapes.

Desired Experience:

• Leadership experience in a call center environment.

Other Requirements:

• Dedicated, quiet workspace for remote work.
• Availability to work scheduled hours, typically 8-hour shifts with breaks, in ET hours, Monday to Friday.
• Completion of training and certification for PSC roles.

Skills Desired

Agility, Analytical Thinking, Brand Awareness, Building Construction, Business Analytics, Cross-Functional Collaboration, Digital Marketing, Marketing Strategy, Media Campaigns, Sales, Stakeholder Engagement, Stakeholder Management, Strategic Marketing, Waterfall Model.