Remote Associate Director, Program Management & Case Ops

3M HEALTHCARE; East Hanover (NJ); Remote; USD 125,600 - 234,000; Full time

Job summary

Novartis is seeking a senior Case Management Leader to guide a dedicated Navigator team across patient journeys, collaborating with PSC, Central Operations, and field partners to optimize program delivery and patient access.

This remote role offers strategic oversight of 5-7 supervisors and 10-14 case managers, with emphasis on training, performance, regulatory compliance, and cross-functional partnerships to improve patient outcomes.

Qualifications

• Bachelor's degree required; advanced degree preferred (PharmD, RPh, PA).
• 5+ years in pharma/biotech/access/reimbursement/patient support with 2+ years of people leadership.
• 3+ years direct provider/caregiver/patient interaction.
• Knowledge of Case Management and Patient Access Services; privacy laws incl. HIPAA.
• Experience hiring, developing and managing diverse high-performing teams.
• Strong leadership, planning, analytics, decision making, problem solving.
• Proficient with Microsoft Office tools and CRM systems (Salesforce).
• Ability to collaborate cross-functionally in a matrix environment with integrity and compliance.

Responsibilities

• Lead, coach and motivate a team of Case Managers aligned to therapeutic areas or brands.
• Manage workload and coverage to ensure patient and physician office access.
• Improve patient/provider experience by cross-functional collaboration and program improvements.
• Partner with Central Operations for CRM system operations and escalations.
• Monitor call and system performance with PQE and enforce accountability.
• Schedule coaching, huddles, and training to boost performance and compliance.
• Identify and report adverse events via Novartis systems per processes.
• Serve as Case Management liaison for the patient journey and key stakeholders.
• Collaborate with PSC Leaders, PSC Ops, Training, Marketing, Legal, People & Organizations, Ethics Risk, Service Partners.
• Oversee 5-7 Supervisors and 10-14 Case Managers; ensure SLAs and KPIs are met.
• Work with Training and Documentation to design and deliver process and system-based training.

Skills

Leadership

Data analysis

CRM Salesforce

Microsoft Office

Regulatory/compliance

Cross-functional collaboration

Education

Bachelor’s degree

Advanced degree preferred (PharmD, RPh, PA)

Tools

Salesforce

Microsoft Office

Job description

Novartis is seeking a senior Case Management Leader to guide a dedicated Navigator team across patient journeys, collaborating with PSC, Central Operations, and field partners to optimize program delivery and patient access.

This remote role offers strategic oversight of 5-7 supervisors and 10-14 case managers, with emphasis on training, performance, regulatory compliance, and cross-functional partnerships to improve patient outcomes.