Job Description Summary
#LI-Hybrid

The ideal location for this role is the East Hanover, New Jersey site. Relocation may be possible and requires necessary approvals.

Company will not sponsor visas for this position.

As Manager, Enterprise Operations Support, you will help improve the efficiency and effectiveness of Patient Support Center (PSC) operations across key functions, including intake, case management, coverage and access, and related services. You will guide the design, lifecycle management, and continuous improvement of PSC processes by developing process maps and applying relevant best practices. In this collaborative role, you will partner with PSC Program Management and cross-functional Novartis Patient Support (NPS) teams-including Disease State Teams (DSTs), Platform Strategy, Launch Excellence, Performance Excellence, and Data Analytics-to deliver consistent, scalable, and patient-focused operational solutions.

Job Description

Key Responsibilities:

• Create and optimize Patient Support Center (PSC) processes using process mapping and relevant best practices.
• Set short- and long-term operational priorities for program transitions, new launches, technologies, and capabilities.
• Partner with Disease State Teams (DSTs), Launch Excellence, and Platform Strategy to plan and execute program transitions and launches.
• Apply an enterprise-wide perspective to PSC operations to improve efficiency and effectiveness.
• Develop operational process maps by applying subject-matter expertise and coordinating deployment plans and dependencies with matrix partners.
• Participate in Go-To-Market and Novartis Patient Support (NPS) meetings, translating business requirements into PSC operational needs.
• Promote consistent and efficient ways of working across intake, case management, coverage, and access.
• Advance the Enterprise Operations Support team's process and technology roadmap to increase scale and efficiency.

Essential Requirements:

• Bachelor's degree required from 4-year college or university.

• 3+ years' experience in pharmaceutical, life sciences consulting and/or pharmaceutical vendor experience.
• Experience working in a pharmaceutical support center.

• Working knowledge 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.
• Knowledge of HIPAA, patient privacy, and other legal policies applicable to working in a patient support center.
• Strong interpersonal, communication, influencing and analytical skills.
• Ability to manage multiple projects and consistently meet deadlines.

Desirable Requirements:

• Excels at interacting with a diverse group of people, including line managers and matrixed partners.
• Proactive, entrepreneurial approach to recognizing needs and anticipating issues and solving problems.

COVID-19 Vaccine Policy (customer-facing roles only): While Novartis does not require vaccination for COVID-19 or proof of a recent negative test result for COVID-19 at this time, employees working in customer-facing roles must adhere to and comply with customers' (such as hospitals, physician offices, etc.) credentialing guidelines, which may require vaccination. As required by applicable law, Novartis will consider requests for reasonable accommodation for those unable to be vaccinated. This requirement is subject to applicable state and local laws and may not be applicable to employees working in certain jurisdictions. Please send accommodation requests to [email protected].

Novartis Compensation Summary:

The salary for this position is expected to range between $93,800 and $174,200 per year.

The final salary offered is determined based on factors like, but not limited to, relevant skills and experience, and upon joining Novartis will be reviewed periodically. Novartis may change the published salary range based on company and market factors.

Your compensation will include a performance-based cash incentive and, depending on the level of the role, eligibility to be considered for annual equity awards.

US-based eligible employees will receive a comprehensive benefits package that includes health, life and disability benefits, a 401(k) with company contribution and match, and a variety of other benefits. In addition, employees are eligible for a generous time off package including vacation, personal days, holidays and other leaves.

Salary Range
$93,800.00 - $174,200.00

Skills Desired
Calls Handling (Inactive), Curious Mindset, Customer Care, Customer Experience (CX), Customer Relationships, Customer Satisfaction, Customer Service, Customer Support, Field Service Management, Front-End Development, Online Learning, Order Management, Professional Etiquette, Sales, Waterfall Model