Associate Director, Case Management

Role Summary

Join Novartis as an Associate Director, Case Management, responsible for managing all aspects of Patient Support Center program operations and leading a team of Case Manager Supervisors. Serve as the subject matter expert for the Case Manager role, monitor team activity, SLAs, KPIs, productivity/quality, and maintain program health, acting as the single point of contact for key stakeholders.

Responsibilities

• Lead, coach and motivate a dedicated team of Case Managers aligned to the therapeutic area and/or brand-specific program; oversee ongoing growth and development, training on marketplace and therapy area changes, and performance against objectives.
• Manage workload and responsibility scope to ensure appropriate coverage of patients and physicians’ offices, as well as aligned field partners.
• Identify and implement improvements to enhance the patient/provider experience, working cross-functionally with PSC colleagues.
• 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 per applicable 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 and a team of 10–14 Case Managers, ensuring operational excellence aligned with SLAs, KPIs, and agent metrics.
• Collaborate with Training and Documentation teams on design and administration of process and systems-based training, including simulations and certifications.

Qualifications

• Required: Bachelor’s Degree; advanced degree preferred (e.g., PharmD, RPh, PA).
• Required: 5+ years in pharmaceutical/biotech/access/reimbursement/patient support with 2+ years of people management/leadership experience.
• Required: 3+ years of direct provider/caregiver/patient interaction.
• Required: Comprehensive knowledge of Case Management and Patient Access Services; understanding of HIPAA and state privacy laws.
• Required: Successful experience hiring, developing, and managing diverse high-performing teams to meet objectives.
• Required: Strong leadership, planning, organization, data 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; demonstrated policy/compliance experience.
• Preferred: Management of a patient support team with experience in a specialty category.
• Preferred: Leadership across multiple locations (remote and onsite) with direct reports.

Skills

• Leadership and people development
• Cross-functional collaboration
• CRM and data analytics proficiency
• Process design and training delivery
• Quality and compliance orientation

Education

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