Director, Case Management (3 Openings)

Working under the direction of the Executive Director, PSC Program Management, you will be involved in all aspects of the Patient Support Center operations required to meet the NPS objectives and the customer / patient needs.  This role is responsible for strategy and operations of customer-facing Care Navigator teams providing support to patients and engaging with physician office staff, pharmacists, and internal partners. You must be able to react and adapt operational processes and procedures as the market landscape, customer experience, compliance, and/or regulatory environments evolve. 

You will inspire and empower Associate Directors to provide unbiased support and resolution for customer requests and incidents - accurately and efficiently answer calls that are received from patients, their caregiver, and members of their healthcare team and educate and inform them as appropriate based on their needs. This role can be based out of East Hanover, NJ or Tempe, AZ

Your responsibilities will include, but are not limited to: 

• Inspiring and empowering a team of Associate Directors to drive efficient and effective case management operations that align with our brands. 

• Taking ownership of the development and implementation of a standardized case management approach that is focused on delivering the best results for our customers. 

• Initiating and leading customer-centric initiatives to optimize case management processes, based on internal and external measures of success. 

• Overseeing the performance of our brand-specific patient journey and case management, ensuring that we meet our Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and agent-level metrics. 

• Collaborating closely with the Coverage & Access Specialist leadership team to ensure seamless delivery of services and cultivate a culture of teamwork. 

• Working collaboratively with various stakeholders to enhance existing programs and support the successful launch of new brands. 

• Cultivating strong partnerships with PSC Operations Directors, Central Operation functions, and other teams to optimize our Customer Relations Management system and resolve technical issues efficiently. 

• Effectively partnering with Performance Excellence, Training, and Document Management teams to implement quality initiatives that align with our case management strategy. Applies progressive discipline measures (e.g., performance improvement plans) to ensure agent quality and performance. 

• Taking fiscal responsibility for departmental budgets and expenditures, ensuring that spending remains within set limits. 

• Ensuring strict compliance and maintaining high-quality standards, escalating and resolving issues promptly and in accordance with established timelines.  

Education: Bachelor’s Degree required; advanced degree preferred (e.g., MHA, MBA) or clinical degree, including but not limited to PharmD, RPh, PA, etc. preferred 

Internal Engagements: This position will collaborate with many individuals across NPS and PSC Leaders, PSC Operations, Training, Marketing, Legal, People & Organizations, Ethics Risk Compliance, Service Business Partners 

Travel requirements: Role is office-based in either the Phoenix/Tempe metro area or in East Hanover, NJ with occasional travel between offices (anticipating 20%) 

Hybrid Working Requirements: This role can be based out of East Hanover, NJ or Tempe, AZ. Ability to work on-site (East Hanover, NJ or Tempe, AZ) 3 days per week 

Required Experience:  

• 7+ years of pharmaceutical industry or related consulting experience. 

• 2+ years of leading teams.  

• Comprehensive knowledge of patient support offerings including benefits verification, patient assistance programs, and specialty pharmacy interactions.   

• Knowledge of HIPAA regulations, patient privacy, and other relevant requlations. 

• Strong analytical acumen and ability to apply data driven insights for operational improvements. 

• Thorough understanding and knowledge of US healthcare economics and the drivers of pharmaceutical demand. 

• Strategic thinker who can adapt and grow with the evolving Novartis Patient Support landscape. 

• People management; coaching and development of associates. 

• Ability to build, inspire, and motivate a team. 

• Proficient in Microsoft Office tools and CRM systems (e.g. Salesforce). 

Preferred Experience:  

• 3+ years of progressive leadership in customer service management roles, ideally in biotechnology or pharmaceuticals. 

• Experience working case management for rare/orphan, gene therapy, or radio ligand products. 

• Strong compliance mindset, high level of integrity and ethical judgment, demonstrated experience in fostering compliance with company policies and procedures. 

• Successful leadership skills managing a team across multiple locations (both remotely and onsite) with direct reports. 

• Strong ability to collaborate and work cross-functionally within a matrix environment. 

The pay range for this position at commencement of employment is expected to be between $212,000.00 and $318,000 per year; however, while salary ranges are effective from 1/1/24 through 12/31/24, fluctuations in the job market may necessitate adjustments to pay ranges during this period. Further, final pay determinations will depend on various factors, including, but not limited to geographical location, experience level, knowledge, skills and abilities. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.