Supervisor, Program Management Float-PSC (Patient Support Center) Multiple Positions -East Hanover, NJ & Tempe, AZ

Your responsibilities will include, but are not limited to:

• Supervise a group of up to 15 agents with responsibility of handling all aspects of patient case management including intake, general inquiries, product / program questions, site specific communication preference management, coverage and access as well services such as free trial offer enrollment, co-pay enrollment, adherence enrollment, etc.

• Support the day-to-day operations, escalations, and performance of highly customer-focused contact center which serves customers across channels such as Web, SMS, chatbot, email, e-fax, etc.

• Knowledge of patient facing adherence and/or education programs specifically for compliance adherence, agent coaching/performance enhancement and assurance of optimal patient experience.

• Maintain knowledge of programs and customer workstreams for optimal program performance.

• Monitor performance, attendance, and quality at the team level to drive service excellence and KPI and SLA achievement.

• Manages escalations from Case Managers and provide guidance required to handle customer interactions

• Work with various matrix partners in both the PSC and externally to ensure communication, collaboration and coordination is occurring across teams and that everyone has the information that is needed to do their jobs effectively.

• Collaborates with other Supervisors to provide agent or program specific feedback

• Responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes

• Education:

• High School Diploma required; Associates or Bachelor's degree preferred

• Travel requirements:

• Proximity and ability to commute to work onsite in East Hanover, NJ or Tempe, AZ up to 1-2 weeks per month and for occasional meetings or events

Experience:

• Required Experience:

• Minimum 2+ years of Patient Services, Healthcare, or Contact Center experience

• Two (2+) years of proven end-to-end case management experience with specialty products, including patient facing interactions.

• Previous leadership, team building, and performance management or Novartis team leadership experience.

• 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

• Desired Experience:

• Prior experience leading a team in call center environment

• Other Work Requirements:

• When working from home, a quiet dedicated space where the employee can work without interruption

• Ability to work the scheduled work hours, which generally will be an 9-hour schedule with two paid rest breaks and an unpaid lunch break. Supervisor schedule hours will be 8 am - 5 pm ET, 9 am - 6 pm ET or 11 am - 8 pm ET, Monday through Friday. Schedule times are subject to change.

• For Patient Support Center (PSC) roles with a dedicated training period: The individual hired for this role will be required to successfully complete initial training, including passing simulations and become certified to do the role.

The pay range for this position at commencement of employment is expected to be between $77,000 and $143,000/year; however, while salary ranges are effective from 1/1/25 through 12/31/25, 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.

Join our Novartis Network: If this role is not suitable to your experience or career goals but you wish to stay connected to hear more about Novartis and our career opportunities, join the Novartis Network here: https://talentnetwork.novartis.com/network