Senior Case Management Lead, Patient Access Operations

BioNJ Inc.; East Hanover (NJ); On-site; USD 126,000 - 234,000; Full time

Job summary

Novartis is seeking a senior Case Management leader to oversee the Patient Support Center operations and a team of Case Manager Supervisors. You will drive program health, ensure adherence to policies, and partner across departments to optimize patient access and outcomes.

You will lead process improvements, manage performance, and maintain compliance with HIPAA and company standards while leveraging CRM systems such as Salesforce to monitor activity and results.

Qualifications

• Bachelor's degree required; PharmD, RPh or PA preferred.
• 5+ years in pharma, biotech, access/reimbursement or related field.
• 2+ years of people management/leadership experience.
• Strong leadership, analytics, and cross-functional collaboration.
• Proficient in Microsoft Office and CRM systems (Salesforce).

Responsibilities

• Lead and coach a team of Area Specialists aligned to therapeutic areas.
• Oversee training and performance management to meet objectives.
• Manage workload to ensure coverage of patients, physicians, and field partners.
• Collaborate with PSC colleagues to improve patient/provider experiences.
• Serve as liaison for the entire patient journey with key stakeholders.
• Ensure compliance with Novartis policies and procedures.
• Monitor SLAs, KPIs, and agent metrics; drive operational excellence.
• Work with Training and Documentation teams on process design and training.

Skills

Case management

People management

Leadership

CRM systems

Microsoft Office

Cross-functional collaboration

Quality/compliance

HIPAA knowledge

Data analytics

Customer service

Data analytics

Microsoft Access

Operational efficiency

Procurement

Promotion marketing

Sales

Sales support

Waterfall model

Education

Bachelor's degree

Advanced degree (PharmD, RPh, PA, etc.)

Tools

Salesforce

Job description

Novartis is seeking a senior Case Management leader to oversee the Patient Support Center operations and a team of Case Manager Supervisors. You will drive program health, ensure adherence to policies, and partner across departments to optimize patient access and outcomes.

You will lead process improvements, manage performance, and maintain compliance with HIPAA and company standards while leveraging CRM systems such as Salesforce to monitor activity and results.