NPS, Senior Performance Excellence Analyst

This role is responsible for evaluating the customer facing PSC role’s use of:

• approved talking points, FAQs and knowledge articles
• effective customer centric listening and satisfactory communication skills
• accurate and efficient use of program process, job aids
• CRM and telephony-based systems tools employed to support patients, caregivers, payors and/or HCPs via phone and other support channels (email, fax, SMS, IVR as examples).
• Must be flexible on schedule and hours (8am – 5p, 9a – 6p ET)

May be required and scheduled to work on Novartis US IM holidays as determined by business need

This role functions as subject matter expert (SME) when special or critical case quality issues occur. This position will work in conjunction with Performance Excellence leadership, the NPS Quality & Standards, Safety as well as PSC Case Management, Reimbursement and Workforce Management teams to maintain overall program quality. This may include team meetings, agent training programs, performance and metric review presentations and documents.  This role is responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes.

What you’ll bring to the role:

• Education: Bachelor’s degree.
• Role is based in Mexico City, MX and is hybrid combining both on-site and remote work hours.

Required Experience:

• 2-5 years contact center or related performance monitoring experience
• Strong communication skills including active listening, providing detailed feedback, creating documentation, paraphrasing.
• 1-3 years’ experience supporting cross functional stakeholder performance review sessions; effectively tracking insights across functional leads through to resolution
• Working with monitoring systems such as Genesys, NICE, Verint or other solutions
• Proficient in MS Office applications specifically Excel, PowerPoint, Teams, Word
• Use of systems and resources to identify areas to improve agent processes and performance that impact engagement, both customer and agent satisfaction. This role organizes, reviews and shares information and results that support the user stories, journeys and customer experience flows; is responsible for using Voice of the Customer results in the overall review of agent performance.
• Travel: as required to other Novartis sites
• Successful team player working across multiple teams (both remotely and onsite)

Preferred Experience:

• Experience working in a NPS hub operation supporting reimbursement, case services
• Prior knowledge and experience with commercial and government insured patient reimbursement programs including copay, savings cards, vouchers, free trial offer and/or prior authorization, benefit investigation and verification, appeals, and payer policies and procedures with both pharmacy and medical benefit products.
• Use and knowledge of dashboard reporting tools such as Qlik, Tableau.
• Bi-lingual Spanish and English. Highly proficient with reading, writing and spoken Spanish and English language skills.