Senior Case Management Lead, Patient Support Programs

Novartis; Arizona; Hybrid; USD 120,000 - 180,000; 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 serve as the SME for the Case Manager role, monitor the team’s activity, SLAs, KPIs, productivity and quality, and ensure compliance with Novartis policies.

You will collaborate across PSC Leaders, Training, Legal and other partners to optimize the patient journey, drive process improvements, and maintain strong cross-functional partnerships

Qualifications

• Bachelor’s degree required; advanced degree preferred (e.g., PharmD, RPh, PA).
• 5+ years in pharma or patient access-related field.
• 2+ years of people management experience; strong leadership and analytics.

Responsibilities

• Lead, coach and motivate a dedicated team of Area Specialists aligned to therapy area.
• Develop growth of team; ensure training on marketplace and therapy area changes.
• Manage workload to ensure coverage of patients and providers.
• Improve patient/provider/NPS experience and implement program improvements.
• Serve as liaison for Case Management across stakeholders and for patient journey.
• Ensure compliance with Novartis policies and integration into culture.
• Oversee a team ensuring adherence to SLAs, KPIs and agent metrics.
• Collaborate with Training and Documentation on process training and certifications.
• Partner with Central Operations for CRM system operations and escalations.
• Monitor compliance and quality across calls and system performance.
• Report adverse events via Novartis systems.

Skills

Leadership

Data analytics

Project management

Education

Bachelor's degree

Advanced degree preferred

PharmD

RPh

PA

Tools

Salesforce

MS 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 serve as the SME for the Case Manager role, monitor the team’s activity, SLAs, KPIs, productivity and quality, and ensure compliance with Novartis policies.

You will collaborate across PSC Leaders, Training, Legal and other partners to optimize the patient journey, drive process improvements, and maintain strong cross-functional partnerships