Associate Director, Case Management

Role Summary

Join Novartis as an Associate Director, Case Management, and be responsible for managing all aspects of Patient Support Center program operations while leading a team of Case Manager Supervisors. Serve as the subject matter expert for the Case Manager role, monitoring team activity, SLAs, KPIs, productivity/quality, and serving as the single point of contact for program needs with key stakeholders. This role ensures activities are compliant with policies and procedures.

Responsibilities

• Lead, coach and motivate a dedicated team of Case Managers aligned to the therapeutic area and/or brand-specific program; develop the Navigator team, ensure training on marketplace and therapy area changes, and manage performance against objectives at the PSC.
• Manage workload and scope to ensure coverage of patients and physician offices, and alignment with field partners.
• Identify opportunities to improve the patient/provider experience and work cross-functionally to implement program improvements.
• Establish strong partnerships with Central Operations for CRM system operations, escalations, and optimization.
• Collaborate with Performance, Quality, and Excellence (PQE) to monitor call and system performance; schedule coaching, huddles, and sessions to improve performance and compliance.
• Identify and report adverse events via established systems as per processes.
• Serve as program Case Management liaison and single point of contact for the patient journey for all key stakeholders.
• Collaborate with PSC Leaders, PSC Operations, Training, Marketing, Legal, People & Organizations, Ethics Risk Compliance, and Service Business Partners.
• Oversee 5–7 Supervisors directly managing 10–14 Case Managers each, ensuring operational excellence and alignment with SLAs, KPIs, and metrics.
• Work with Training and Documentation teams on designing and administering process and systems-based training, including simulations and certifications.

Qualifications

• Required: Education: Bachelor’s Degree required; advanced degree preferred (e.g., PharmD, RPh, PA).
• Required: 5+ years of experience in pharmaceutical/biotech/access-reimbursement/patient support or related field, 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 (HIPAA and similar state laws).
• Required: Successful experience in hiring, developing, and managing diverse high-performing teams to meet objectives.
• Required: Strong leadership, teaching, planning and organization, data and analytics, decision making and problem-solving skills.
• Required: Proficient in Microsoft Office tools and CRM systems (e.g., Salesforce).
• Required: Ability to collaborate cross-functionally within a matrix environment with integrity and ethical judgment; experience in fostering compliance with policies and procedures.

Education

• Bachelor’s Degree required; advanced degree preferred (e.g., PharmD, RPh, PA, etc.).

Additional Requirements

• Location: Office-based in East Hanover, NJ or Tempe, AZ; remote work not available.
• Travel: Up to 20% travel (domestic and/or international).
• Hybrid Requirement: On-site 3 days per week.