Associate Director, Case Management

Role Summary

Associate Director, Case Management leads the Patient Support Center program operations under the Director of Case Management. They manage a team of Case Manager Supervisors and have responsibility for the Case Manager workload, ensuring activities comply with policy. The role acts as the subject matter expert for Case Manager responsibilities, monitoring SLAs, KPIs, productivity, and overall program health, and serves as the single point of contact for program needs with key stakeholders. Location options include East Hanover, NJ, Tempe, AZ, or remote within the U.S., with up to 20% travel 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 the Navigator team, including ensuring completion of training on marketplace and therapy area changes, and managing their performance against set objectives at the PSC.
• Manage the workload and assigned responsibility scope to ensure appropriate coverage of patients and physicians' offices, as well as aligned field partners.
• Seek ways to improve the patient/provider experience and work cross-functionally with PSC colleagues to develop and implement improvements to the program.
• Form strong partnerships with Central Operations functions for CRM system operations, technical escalations, and optimization.
• Collaborate with Performance, Quality, and Excellence (PQE) to monitor call and system performance of Case Managers, ensuring monitoring outcomes are executed at the individual and team level; schedule coaching, huddles, and other sessions to positively impact performance and compliance.
• Identify and report 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, including the Disease State Team and Field Reimbursement counterparts.
• Collaborate with 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 alignment with SLAs, KPIs, and agent-specific metrics.
• Collaborate with Training and Documentation teams on the design, documentation, and administration of process and systems-based training, including agent simulations and certifications.

Qualifications

• Required: Education: Bachelor’s Degree required; advanced degree preferred, including but not limited to PharmD, RPh, PA, etc.
• Required: 5+ years of experience in pharmaceutical, biotech, access/reimbursement, patient support center or related/applicable 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 similar state laws.
• Required: Successful experience in hiring, developing, and managing diverse high performing teams towards meeting and exceeding 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: Strong ability to collaborate and work cross-functionally within a matrix environment with a high level of integrity and ethical judgment, as well as demonstrated experience in fostering compliance with company policies and procedures.
• Preferred: Management of a patient support team, with experience in a specialty category a plus.
• Preferred: Successful leadership skills managing a team across multiple locations (both remotely and onsite) with direct reports.

Additional Requirements

• Travel: Up to 20% travel (domestic and/or international) as defined by the business.