AD, Enterprise Ops Support

Job Description Summary

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 pro-vide 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.

Job Description

Location: Hybrid Working Requirements: Ability to work on-site (East Hanover, NJ or Tempe, AZ) 3 days per week

The Associate Director, Enterprise Operations Support leads the day-to-day PSC enterprise business operations and processes related to central operations (intake, case management, and coverage & access), along with escalation management, case auditing, and process mapping. This position works closely with PSC Program Management, as well as cross-functional Novartis Patient Support (NPS) functions, including Disease State Teams (DSTs), Platform Strategy, Launch Excellence, Performance Excellence, and Data Analytics. Critical success factors include the ability to execute on the delivery of enterprise business standards that enable the PSC to realize efficiencies and scale across branded programs and support a culture of operational excellence and execution against clearly defined SLAs, KPIs, and productivity metrics.

Key Responsibilities:

· Leading a team of experts across multiple locations (East Hanover, NJ, Tempe, AZ, and Mexico City, Mexico) who are responsible for managing the day-to-day, enterprise operations within the PSC, including escalation management, case auditing, and operational process mapping

GJFA Global Benchmark

ROLE PROFILE

· Responsible for team performance, engagement, people management (growth/coaching/motivation), adherence to company policies/processes

· Supporting the short, -mid and long-term operations agenda and priorities for program transitions, new launches, new technologies, and near- and off-shore capabilities

· Motivating and inspiring the team by fostering an open and inclusive environment

· Partnering with DSTs, Launch Excellence, and Platform Strategy to execute on program transitions and new launch planning as it relates to operational process mapping, operational case auditing, and escalations

· Accountable for ensuring an enterprise lens is applied to all operational processes to fully realize operational efficiencies and effectiveness within the PSC

· Oversee the handling of centralized repository of issues, escalations, and customer feedback

· Build and execute on the design of the people, process, and technology roadmap for the newly created Enterprise Operations Support team to fully realize scale and efficiencies

· Serve as one of the PSC’s Subject Matter Experts on program enterprise design and business rules as it relates to enterprise program operations

What you’ll bring to the role:

Education: Bachelor's Degree; advanced degree preferred (MBA)

Essential Requirements:

· 5+ years of pharmaceutical and/or pharmaceutical vendor experience

· 2+ years of management experience

· Experience in building, implementing, and launching patient support programs

· High awareness and understanding of patient access and reimbursement services, including prior authorization, appeals, and other payer utilization management mechanisms

· Knowledge of commercial copay programs, patient assistance programs and foundation support

· Experience creating operational process maps and deploying for real world application

· Strong interpersonal, communication, influencing and analytical skills

· Experience triaging and handling customer escalations to deliver exceptional customer service, accountability, and resolution

· Pro-active, entrepreneurial approach to recognizing needs and anticipating issues and solving problems

· Ability to manage multiple projects and consistently meet deadlines

· Demonstrated ability to synthesize information to develop recommendations, and ability to influence matrixed partners

Preferred Qualifications:

· Experience working in a Patient Services contact center

· Experience creating operational case audit program/approach to ensure documented processes are being executed properly

· Understanding and experience partnering with specialty pharmacies

· Change management and project management experience

· Successful leadership skills managing a team across multiple locations (both remotely and onsite) with direct reports

Other requirements:

· 20% travel. Role is based in East Hanover, NJ or Tempe, AZ. Requires being in person as needed during employee training and onboarding.

· Ability to work on-site (East Hanover, NJ or Tempe, AZ) 3 days per week

Why consider Novartis?

Why Novartis: Our purpose is to reimagine medicine to improve and extend people’s lives and our vision is to become the most valued and trusted medicines company in the world. How can we achieve this? With our people. It is our associates that drive us each day to reach our ambitions. Be a part of this mission and join us! Learn more here: https://www.novartis.com/about/strategy/people-and-culture

You’ll Receive: You can find everything you need to know about our benefits and rewards in the Novartis Life Handbook. https://www.novartis.com/careers/benefits-rewards

Commitment to Diversity & Inclusion: Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.

Novartis Compensation and Benefit Summary: The pay range for this position at commencement of employment is expected to be between $144,000.00 and $216,000.00/year; however, while salary ranges are effective from 1/1/24 through 12/31/24, fluctuations in the job market may necessitate adjustments to pay ranges during this period. Further, final pay determinations will depend on various factors, including, but not limited to geographical location, experience level, knowledge, skills and abilities. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Join our Novartis Network: If this role is not suitable to your experience or career goals but you wish to stay connected to hear more about Novartis and our career opportunities, join the Novartis Network here: https://talentnetwork.novartis.com/network

EEO Statement:

The Novartis Group of Companies are Equal Opportunity Employers and take pride in maintaining a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status. We are committed to building diverse teams, representative of the patients and communities we serve, and we strive to create an inclusive workplace that cultivates bold innovation through collaboration and empowers our people to unleash their full potential.

Accessibility and reasonable accommodations

The Novartis Group of Companies are committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please send an e-mail to tas.nacomms@novartis.com call +1 (877)395-2339 and let us know the nature of your request and your contact information. Please include the job requisition number in your message.
https://www.novartis.com/careers/careers-research/notice-all-applicants-us-job-openings

Salary Range

$144,000.00 - $216,000.00

Skills Desired

Calls Handling, Customer Retention, Customer Service, Data Analytics, Efficiency, Microsoft Access, Operations, Procurement, Project Management, Promotion Marketing, Retail Loss Prevention, Sales, Sales Support, Sales Targets, Selling Skills, Technical Skills