Case Management Operations Leader

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

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.