Associate Director, Case Management
Novartis
full-time
Posted on:
Location Type: Office
Location: East Hanover • Arizona, New Jersey • 🇺🇸 United States
Visit company websiteSalary
💰 $126,000 - $234,000 per year
Job Level
Senior
About the role
- Lead, coach and motivate a dedicated team of Case Managers aligned to the therapeutic area and/or brand-specific program; responsible for their ongoing growth and development of Navigator team, including ensuring completion of training on marketplace and therapy area changes, and managing their performance against set objectives at the PSC.
- Managing the workload and assigned responsibility scope to ensure appropriate coverage of patients and physicians offices, as well as aligned field partners.
- Seeking ways to improve the patient/provider experience and working cross-functionally with PSC colleagues to develop and implement improvements to the program.
- Forming strong partnerships with Central Operations functions for CRM system operations, technical escalations, and optimization.
- Collaborates with Performance, Quality, and Excellence (PQE) to monitor call and system performance of Case Managers.
- Ensure monitoring outcomes are executed at the individual and team level.
- Schedule coaching, huddles, and other sessions to positively impact overall performance and compliance of team.
- Responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes
- Serve as program Case Management liaison and single point of contact for the entire patient journey (including coverage and access) for all key stakeholders (e.g. Disease State Team), and Field Reimbursement counterparts.
- Collaborate with many individuals including PSC Leaders, PSC Operations, Training, Marketing, Legal, People & Organizations, Ethics Risk Compliance, and Service Business Partners
- Oversee 5-7 Supervisors that directly manage and support a team of 10-14 Case Managers each, ensuring operational excellence and aligning with SLAs, KPIs, and agent specific metrics.
- Collaboration with the Training and Documentation teams on the design, documentation, and administration of process and systems-based training, including agent simulations and certifications.
Requirements
- Bachelor’s Degree required; advanced degree preferred, including but not limited to PharmD, RPh, PA, etc.
- 5+ years of experience in pharmaceutical, biotech, access/reimbursement, patient support center or related/applicable industry with 2+ years of people management/leadership experience.
- 3+ years' experience with direct provider/caregiver/patient interaction.
- Comprehensive knowledge of Case Management and Patient Access Services with understanding of privacy laws and regulations including HIPAA and similar state laws.
- Successful experience in hiring, developing, and managing diverse high performing teams towards meeting and exceeding objectives.
- Strong leadership, teaching, planning and organization, data and analytics, decision making and problem-solving skills.
- Proficient in Microsoft Office tools and CRM systems (e.g. Salesforce).
Benefits
- health, life and disability benefits
- 401(k) with company contribution and match
- generous time off package including vacation, personal days, holidays and other leaves
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Case ManagementPatient Access ServicesData AnalyticsPerformance MonitoringCoachingTraining DevelopmentProcess DocumentationAdverse Event ReportingCompliance MonitoringPeople Management
Soft skills
LeadershipTeachingPlanningOrganizationDecision MakingProblem SolvingCollaborationMotivationCommunicationInterpersonal Skills
Certifications
Bachelor's DegreePharmDRPhPA