Associate Director, Case Management

Novartis Group Companies; East Hanover (NJ); On-site; USD 126,000 - 234,000; Full time

Job summary

Novartis Group of Companies is seeking a Sr. Case Management Director to lead and optimize the Patient Support Center operations.

You will mentor Case Manager Supervisors and drive achievement of SLAs, KPIs, productivity, and quality across the team. You will act as SME for Case Manager roles, ensuring programs align with compliance and Novartis policies, while partnering with disease state teams and field reimbursement colleagues to enhance patient access and outcomes.

Qualifications

• Bachelor's degree required; advanced degree preferred (PharmD, RPh, PA, etc).
• Collaborates with 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 industry.

Responsibilities

• Lead, coach and motivate a team of Area Specialists.
• Ensure training on marketplace and therapy area changes; manage performance against objectives.
• Manage workload to ensure coverage of patients, physicians' offices, and field partners.
• Improve patient/provider/NPS experience; collaborate cross-functionally to implement improvements.
• Serve as liaison for the patient journey for key stakeholders; ensure compliance with Novartis policies.
• Oversee a team; align with SLAs, KPIs and agent metrics.
• Collaborate with Training and Documentation for process and systems-based training.

Skills

Leadership

Data analytics

Microsoft Office

CRM systems

Customer service

Education

Bachelor's Degree

Advanced degree such as PharmD/RPh/PA

Tools

Salesforce CRM

Microsoft Office Suite

Job description

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 in-clude 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.

Job Description

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.

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 [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.

Salary Range

$126,000.00 - $234,000.00

Skills Desired

• Customer Service
• Data Analytics
• Microsoft Access
• Operational Efficiency
• Procurement
• Promotion Marketing
• Sales
• Sales Support
• Waterfall Model