Supervisor, Case Management -PSC (Patient Support Center) Multiple Positions -East Hanover, NJ [...]

Healthcare Businesswomen’s Association; East Hanover (NJ); On-site; USD 77,000 - 143,000; Full time

Job summary

A leading healthcare company is seeking a Supervisor for their Patient Support Center. This role involves overseeing a team focused on immunology services, ensuring exceptional customer service, and achieving performance metrics. The ideal candidate will have leadership experience, strong communication skills, and a background in case management. Join a dynamic team dedicated to improving patient access to medications.

Benefits

Bonuses

Stock Units

Comprehensive Health Benefits

Financial Benefits

Qualifications

• At least 2+ years of proven case management experience with specialty products.
• Experience leading a call center team.

Responsibilities

• Lead a team of 10-12 Patient Support Center agents overseeing immunology services.
• Monitor team performance, attendance, and quality to drive service excellence.
• Support daily operations, escalations, and performance of a customer-focused contact center.

Skills

Leadership

Critical Thinking

Communication

Multi-tasking

Education

High School Diploma

Associates or Bachelor’s degree

Tools

Data Entry Systems

Case Management Systems

Communication Technology

Job description

Job Description Summary

Location: East Hanover, NJ or Tempe AZ

Novartis is a global company that combines medical science and digital technology to provide life-changing medicines to millions of people. We offer numerous opportunities for growth and development, including global and local cross-functional careers and a wide range of learning programs. Our strong pipeline of medicines ensures continued business growth and enables us to bring innovative treatments to patients quickly.

Novartis Patient Support (NPS) plays a crucial role in helping eligible patients access and continue their prescribed medications. We work directly with patients, caregivers, and prescribing customers to provide education and support on access, affordability, acquisition, and adherence programs. Our team has supported millions of patients in the US, assisting over 500,000 patients annually.

The Novartis Patient Support Center (PSC) is the central operational function within our organization. We handle all patient, caregiver, and customer transactions related to supporting patient access, including intake, case management, benefits verification, prior authorization and appeals support, specialty pharmacy triage, and adherence support. We are committed to delivering exceptional customer service, which is measured through service level agreements (SLAs), key performance indicators (KPIs), and net promoter scores.

As the Supervisor, you will work under the direction of an Associate Director. This position is responsible for supporting the day-to-day operations of a Patient Support Center Team that oversees immunology services. The individual in this role will focus on achieving KPIs and SLAs, productivity, quality, and customer service. Responsibilities include helping agents access and utilize Contact Center technology and content to manage patient support processes efficiently. Critical success factors include specialization in a specific Novartis US brand and/or payer landscape expertise, coaching agents for performance, and contributing to process improvements.

Your responsibilities will include, but are not limited to:

1. Lead a team of 10-12 Patient Support Center agents overseeing immunology services.
2. Support daily operations, escalations, and performance of a highly customer-focused contact center serving customers across channels such as Web, SMS, chatbot, email, e-fax, and phone.
3. Oversee case management system use and best practices supporting the patient journey.
4. Maintain knowledge of immunology payor programs and customer payer workstreams for optimal program performance.
5. Escalate opportunities to improve efficiency and customer service to the Associate Director.
6. Monitor team performance, attendance, and quality to drive service excellence and KPI/SLA achievement.
7. Collaborate with Performance Excellence to monitor agent system and call performance, ensuring outcomes are reflected at the team level.
8. Schedule coaching, huddles, and performance sessions to improve team performance and compliance.
9. Identify trends in team behavior and performance to guide coaching and process improvements.
10. Manage escalations and provide guidance for handling customer interactions.
11. Share best practices, motivate agents, foster collaboration, and promote a culture of innovation.
12. Communicate regularly with the team regarding policy changes, improvements, and procedures.
13. Coordinate with matrix partners within PSC and externally to ensure effective communication and collaboration.
14. Identify and report adverse events via established systems as per processes.

What you’ll bring to the role:

• High School Diploma required; Associates or Bachelor’s degree preferred.
• Proximity and ability to commute to East Hanover, NJ or Tempe, AZ, 1-2 days per month for meetings.
• At least 2+ years of proven case management experience with specialty products.
• Leadership experience, including team building and performance management.
• Strong critical thinking and multi-tasking skills.
• Experience working with data entry systems, case management systems, and communication technology.
• Excellent verbal and written communication skills.
• Ability to collaborate effectively across teams.
• Adaptability to evolving healthcare landscapes.

Desired Experience:

• Experience leading a call center team.
• Therapeutic area experience, especially in immunology.

Other Work Requirements:

• Quiet, dedicated workspace if working remotely.
• Availability to work scheduled hours, typically 8 am – 5 pm ET or similar, Monday through Friday.
• Successful completion of training and certification for PSC roles.

The pay range upon employment is $77,000 to $143,000 annually, with potential adjustments based on market and individual factors. Additional benefits include bonuses, stock units, and comprehensive health and financial benefits.

Join our Novartis Network: If this role isn’t suitable but you wish to stay connected, join the Novartis Network here: https://talentnetwork.novartis.com/network

EEO Statement: We are Equal Opportunity Employers and do not discriminate based on race, color, religion, sex, national origin, age, sexual orientation, gender identity, veteran or marital status, disability, or other protected categories.

Accessibility and accommodations: We provide reasonable accommodations for individuals with disabilities. Contact us at [e-mail] or [phone] with your request and contact info, including the job requisition number.