Associate Director, Case Management – Patient Support

Novartis; East Hanover (NJ); On-site; USD 130,000 - 170,000; 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 act as SME for the Case Manager role, monitor activity, SLAs, KPIs, and quality across the patient journey, ensuring regulatory compliance and alignment with Novartis policies.

The role requires strategic leadership, cross-functional collaboration, and a strong background in PSC operations, including vendor and stakeholder coordination, training

Qualifications

• Bachelor’s degree or higher in a related field; advanced degree preferred.
• Experience in Case Management, Patient Access Services, or PSC operations.
• 5+ years in pharmaceutical, biotech, or related industry.
• 2+ years of people management/leadership experience.
• Strong knowledge of regulatory compliance in healthcare settings.

Responsibilities

• Lead and coach a team of Area Specialists aligned to therapeutic areas or programs.
• Grow and develop the team, ensuring training completion and performance against objectives.
• Manage workload to cover patients, physicians, and field partners.
• Collaborate cross-functionally to improve patient/provider/NPS experiences.
• Act as liaison for Case Management, ensuring compliance with company policies.
• Oversee operations to meet SLAs, KPIs, and agent metrics.
• Partner with Central Operations for CRM system operations and escalations.
• Monitor quality and compliance across calls and systems.

Skills

Leadership

People management

Data analytics

CRM systems

Microsoft Office

Salesforce

Communication

Strategic thinking

Problem solving

Cross-functional collaboration

Education

Bachelor’s Degree

Advanced degree preferred

Tools

Salesforce

Microsoft Office

Job description

Novartis is seeking a Director of Case Management to lead the Patient Support Center program operations and supervise Case Manager Supervisors. You will act as SME for the Case Manager role, monitor activity, SLAs, KPIs, and quality across the patient journey, ensuring regulatory compliance and alignment with Novartis policies.

The role requires strategic leadership, cross-functional collaboration, and a strong background in PSC operations, including vendor and stakeholder coordination, training