ED PSC Program Management (2024)

• Leading a team of people leaders across multiple US and ex-US locations, who are responsible for delivering on patient, caregiver, customer, and payer transactions to support access to prescribed Novartis medications.

• Motivating and inspiring the team by fostering and celebrating an environment of continuous learning.

• Strategic advising on enterprise capability requirements to enable execution on all therapeutic area and brand-specific patient journeys, requiring close partnership with the Executive Director, PSC Business Operations and key NPS matrix partners.

• Owning execution and optimization of patient, caregiver, and Health Care Provider (HCP) experiences, including strategic objectives and tactics to achieve best-in-industry status/net promotor scores.

• Overseeing and driving performance against enterprise SLAs, TA/brand KPIs, and agent-level productivity metrics; Ensures consistency in TA / brand / agent performance and addresses performance management action when necessary.

• Partnering with the ED, PSC Business Operations, to create and implement brand-agnostic, enterprise standards to gain operational and cost efficiency.

• Fiscal responsibility for aligning on and adhering to PSC / TA / brand budgets, including optimization of average cost-per-program, -patient, and -case.

• Soliciting and applying customer and field team feedback to improve services and assess potential gaps in services.

• Ensuring compliance and quality are maintained and issues are escalated appropriately and resolved within required timeframes.

• Partnering with Disease State Teams (DSTs), Launch Excellence, and Platform Strategy to devise and execute on program transitions and new launch planning.

• Partnering with Business Operations, Workforce Management, and Forecasting & Planning to develop and maintain long-range capacity planning and stable site logistics.

• Partnering with cross-functional stakeholders (DSTs, Platform Strategy, Launch Excellence, Performance Excellence, and Data Analytics) to continuously improve program offerings.

• 10+ years of relevant program management experience, showcasing a continuous growth in both responsibility and accountability.

• 7+ years of management experience preferably within a matrix environment or second line leader.

• Experience in building, implementing, and launching a patient support systems programs and/or products.

• Expertise in patient reimbursem*nt including prior authorization, benefit investigation and verification, appeals, and payer policies and procedures.

• Expertise in delivering on a customer service model, including direct customer-facing experience and issue/escalation management and resolution.

• Experience managing multi-million dollar budgets and/or Profit and Loss (P&L)

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

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• Understanding and experience partnering with specialty pharmacies.

• Knowledge of HIPAA regulations, patient privacy and other patient-related legal policies.

• Strong strategic thinking and ability to drive results against Service Level Agreements and Function-specific metrics.

• People management; coaching and development of associates.

• Ability to build, inspire, and motivate a team.

• 5+ years of progressive leadership in customer service management roles, ideally in biotechnology or pharmaceuticals.

• Patient / customer case management and operations experience preferred

• Experience working in a team environment which successfully partners with all Commercial Operations functions

The pay range for this position at commencement of employment is expected to be between $233,600.00 and $350,400 per 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.