Associate Director, Case Management

Novartis; Arizona; Hybrid; USD 120,000 - 180,000; Full time

Job summary

Novartis is seeking a Director of Case Management to lead the Patient Support Center program operations and supervise Case Manager Supervisors. You will serve as the SME for the Case Manager role, monitor the team’s activity, SLAs, KPIs, productivity and quality, and ensure compliance with Novartis policies.

You will collaborate across PSC Leaders, Training, Legal and other partners to optimize the patient journey, drive process improvements, and maintain strong cross-functional partnerships

Qualifications

• Bachelor’s degree required; advanced degree preferred (e.g., PharmD, RPh, PA).
• 5+ years in pharma or patient access-related field.
• 2+ years of people management experience; strong leadership and analytics.

Responsibilities

• Lead, coach and motivate a dedicated team of Area Specialists aligned to therapy area.
• Develop growth of team; ensure training on marketplace and therapy area changes.
• Manage workload to ensure coverage of patients and providers.
• Improve patient/provider/NPS experience and implement program improvements.
• Serve as liaison for Case Management across stakeholders and for patient journey.
• Ensure compliance with Novartis policies and integration into culture.
• Oversee a team ensuring adherence to SLAs, KPIs and agent metrics.
• Collaborate with Training and Documentation on process training and certifications.
• Partner with Central Operations for CRM system operations and escalations.
• Monitor compliance and quality across calls and system performance.
• Report adverse events via Novartis systems.

Skills

Leadership

Data analytics

Project management

Education

Bachelor's degree

Advanced degree preferred

PharmD

RPh

PA

Tools

Salesforce

MS Office

Job description

Summary

Working under the Director of Case Management, you will be responsible for managing all aspects of Patient Support Center program operations and leading a team of Case Manager Supervisors. The AD will serve as the subject matter expert (SME) for the Case Manager role. Key responsibilities will include monitoring the team’s activity, achievement of Service Level Agreements (SLAs), Key Performance Indicators (KPIs), productivity and quality.

Summary

Working under the Director of Case Management, you will be responsible for managing all aspects of Patient Support Center program operations and leading a team of Case Manager Supervisors. The AD will serve as the subject matter expert (SME) for the Case Manager role. Key responsibilities will include monitoring the team’s activity, achievement of Service Level Agreements (SLAs), Key Performance Indicators (KPIs), productivity and quality. The AD, Case Management is responsible for the brand specific program’s operational health and serves as the single point of contact for program needs with key stakeholders. The AD holds high level responsibility for management of the Case Manager work responsibilities, ensuring all activities are compliant with Novartis policies and procedures.

About The Role

Job responsibilities

• Lead, coach and motivate a dedicated team of Area Specialists aligned to the therapeutic area and/or brand-specific program.
• Responsible for ongoing growth and development of their team, including ensuring completion of training on marketplace and therapy area changes, and managing their performance against set objectives at the PSC.
• Managing the workload and assigned responsibility scope to ensure appropriate coverage of patients, physicians offices, and/or aligned field partners.
• Seeking ways to improve the patient/provider/NPS experience and working cross-functionally with PSC colleagues to develop and implement improvements to the program.
• Serve as therapeutic area Area Specialist/Case Management liaison and single point of contact for the entire patient journey (including coverage and access) for all key stakeholders (e.g. Disease State Team), and Field Reimbursement counterparts.
• Ensuring compliance with Novartis policies and procedures and full integration into the Novartis culture and support resources.
• Oversee a team of Area Specialists, ensuring operational excellence and aligning with SLAs, KPIs, and agent specific metrics.
• Collaboration with the Training and Documentation teams on the design, documentation, and administration of process and systems-based training, including agent simulations and certifications.
• Forming strong partnerships with Central Operations functions for CRM system operations, technical escalations, and optimization.
• Collaboration with PSC teams to monitor compliance and quality performance, across calls and system performance, and ensure monitoring outcomes are executed across the team to positively impact overall performance and compliance. Maintain knowledge of industry trends and best practices.
• Responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes

Requirements

• Bachelor’s Degree required; advanced degree preferred, including but not limited to PharmD, RPh, PA, etc.
• This position will collaborate with many individuals across PSC Leaders, PSC Operations, Training, Marketing, Legal, People & Organizations, Ethics Risk Compliance, Service Business Partners
• 5+ years of experience in pharmaceutical, biotech, access/reimbursement, patient support center or related/applicable industry.
• 2+ years of people management/leadership experience.
• Comprehensive knowledge of Case Management and Patient Access Services.
• Successful experience in hiring, developing, and managing diverse high performing teams towards meeting and exceeding objectives.
• Strong leadership, teaching, planning and organization, data and analytics, decision making and problem solving skills.
• Forward thinker who can adapt and grow with the evolving Novartis Patient Support landscape.
• Proficient in Microsoft Office tools and CRM systems (e.g. Salesforce).

Preferred Qualifications

• Management of a patient support team, with experience in a specialty category a plus.
• 3+ years' experience with direct provider/caregiver/patient interaction.
• Strong compliance mindset, high level of integrity and ethical judgment, demonstrated experience in fostering compliance with company policies and procedures.
• Understanding of privacy laws and regulations including HIPAA and similar state laws.
• Strong ability to collaborate and work cross-functionally within a matrix environment.
• Successful leadership skills managing a team across multiple locations (both remotely and onsite) with direct reports.
• Risk Evaluation and Mitigation Strategy (REMS) Program Experience.

Why Novartis

Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together? https://www.novartis.com/about/strategy/people-and-culture

Benefits and Rewards

Learn about all the ways we’ll help you thrive personally and professionally.

Read our handbook (PDF 30 MB)

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