Job Description

As the program management supervisor, you will be responsible for supporting the day-to-day operations of the NPS Care Navigators (CN) Team that provides general case management services. The individual in this role will focus on supporting achievement of Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), productivity, quality, and customer service. Responsibilities include helping CNs access / utilize Contact Center technology and access knowledge / content to efficiently manage relevant patient support processes for customers. Critical success factors include specialization in a specific Novartis US brand and the various process/tools to handle interactions, the ability to provide direct coaching for designated agents to ensure optimal performance, and frequent contributions to operational process expansions and enhancements.

Your responsibilities will include, but are not limited to:

• Leading a team of case navigators at different levels, responsible for comprehensive patient case management, including inquiries, product/program questions, and various services related to Novartis's brands.
• Supporting the day-to-day operations, managing escalations, and enhancing performance of a customer-focused contact center that serves customers through multiple channels.
• Overseeing the use of case management systems and promoting best practices to support the patient journey.
• Maintaining deep knowledge of brand programs and customer workstreams to optimize program performance.
• Escalating opportunities for improving efficiency and effectiveness of customer service to the Associate Director.
• Monitoring team performance, attendance, and quality to achieve service excellence and meet KPIs and SLAs.
• Collaborating closely with Performance Excellence to monitor call and system performance of agents.
• Ensuring monitoring outcomes are implemented at both agent and team levels.
• Scheduling coaching, huddles, and other sessions to positively impact overall performance and compliance of the team.
• Identifying trends in team behavior and performance to guide coaching, training, and communication, as well as assisting in identifying process improvements.
• Managing escalations from Care Navigators and providing necessary guidance for handling customer interactions.
• Promoting and sharing best practices to motivate Care Navigators, foster a collaborative team environment, and cultivate a culture of innovation.
• Regularly communicating with the team, along with the Associate Director, regarding policy changes, improvement opportunities, and procedures.
• Collaborating with various matrix partners internally and externally to ensure effective communication, collaboration, and coordination across teams, facilitating information flow for optimal job performance.
• Strong critical thinking skills and the ability to multi-task.
• Expertise working with data entry system(s), case management systems, computer software, and telephone/fax technology.
• Excellent phone and verbal communication skills – ability to follow oral and written directions.
• Ability to effectively collaborate with various matrixed Novartis teams.
• Forward thinker who can adapt and grow with the evolving Novartis Patient Support landscape.

Required Experience:

• Minimum 3+ years of Patient Services, Healthcare, or Contact Center experience.
• Two (2+) years of proven case management experience [with specialty products]. Additional experience with completing patient information Intake (data entry, obtaining consents) and Reimbursement activities (benefits checks, prior authorizations) is preferred.
• Previous leadership (minimum of 1 year) of team building, and performance management or team leadership experience.

Skills Desired

Account Management, Customer Support, Finance, Front-End Development, Influencing Skills, Leadership, Microsoft Access, Relationship Building, Sales, Sales Operations, Sales Support, Technical Sales