Senior Case Management Leader, Patient Access & Support

Novartis Group Companies; Tempe (AZ); On-site; USD 126,000 - 234,000; Full time

Job summary

Novartis Group of Companies in Tempe, AZ seeks a Director-level Case Management leader to direct the Patient Support Center program operations. You will mentor Area Specialists, ensure SLA/KPI delivery and drive continuous quality improvements across patient journeys and provider interactions.

The role emphasizes cross-functional collaboration with PSC colleagues, strong data analytics, and adherence to regulatory and privacy requirements within a fast-paced pharmaceutical environment.

Qualifications

• Bachelor's degree required; advanced degree preferred.
• 5+ years of experience in pharmaceutical, biotech, access/reimbursement, patient support center or related industry.
• 2+ years of people management/leadership experience.
• Comprehensive knowledge of Case Management and Patient Access Services.
• Strong leadership, planning, organization, data and analytics, decision making and problem solving skills.
• Proficient in Microsoft Office tools and CRM systems (e.g. Salesforce).

Responsibilities

• Lead, coach and motivate a team of Area Specialists aligned to therapeutic area and/or brand-specific program.
• Manage training, performance and objectives for PSC team to meet SLAs and KPIs.
• Oversee workload coverage for patients, physicians' offices, and field partners.
• Collaborate cross-functionally to improve patient/provider/NPS experience and program quality.
• Maintain compliance with Novartis policies and integrate into the Novartis culture.
• Partner with Central Operations for CRM system operations and escalations.
• Monitor compliance and quality across calls and system performance; report issues.

Skills

Leadership

Data analytics

Client service

Decision making

Problem solving

CRM systems

Microsoft Office

Education

Bachelor's degree

Advanced degree preferred

Tools

Salesforce

Microsoft Office

Job description

Novartis Group of Companies in Tempe, AZ seeks a Director-level Case Management leader to direct the Patient Support Center program operations. You will mentor Area Specialists, ensure SLA/KPI delivery and drive continuous quality improvements across patient journeys and provider interactions.

The role emphasizes cross-functional collaboration with PSC colleagues, strong data analytics, and adherence to regulatory and privacy requirements within a fast-paced pharmaceutical environment.