Associate Director, Case Management

Role Summary

Join Novartis as an Associate Director, Case Management, reporting to the Director of Case Management. You will manage all aspects of Patient Support Center program operations and lead a team of Case Manager Supervisors, ensuring activities comply with Novartis policies and procedures. As the subject matter expert for the Case Manager role, you will monitor the team’s activity, achievement of SLAs and KPIs, productivity and quality, and serve as the single point of contact for program needs with key stakeholders. Location: East Hanover, NJ; Tempe, AZ; or remote anywhere in the U.S.; travel up to 20% as defined by the business.

Responsibilities

• 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.

Qualifications

• Required: Bachelor's Degree; Preferred: advanced degree (e.g., PharmD, RPh, PA, or equivalent).
• Required: 5+ years of experience in pharmaceutical, biotech, access/reimbursement, patient support center or related industry, with 2+ years of people management/leadership experience.
• Required: 3+ years' experience with direct provider/caregiver/patient interaction.
• Required: Comprehensive knowledge of Case Management and Patient Access Services, with understanding of privacy laws and regulations including HIPAA and state equivalents.
• Required: Experience hiring, developing, and managing diverse high-performing teams toward meeting and exceeding objectives.
• Required: Strong leadership, teaching, planning and organizational, data and analytics, decision-making and problem-solving skills.
• Required: Proficient in Microsoft Office and CRM systems (e.g., Salesforce).
• Required: Ability to collaborate cross-functionally in a matrix environment with integrity and ethical judgment; track record of fostering compliance with company policies and procedures.
• Preferred: Management of a patient support team; experience in a specialty category is a plus.
• Preferred: Leadership experience managing a team across multiple locations (remote and onsite) with direct reports.