Manager, Patient Services - Customer Support Operations

Key Responsibilities:

• Support the development, execution, and maintenance of all key Customer Support documentation used in day-to-day operations including working practice documents (WPDs), work instructions, job aides, call guides, frequently asked questions, and other content.
• Facilitate key program meetings including agenda, pre-reads and meeting minutes and is operationally up to speed on all projects and issues with program management 
• Collaborate with NPS Product and Launch Excellence, NPS Quality, NPS Disease State, and Novartis Supply Chain Teams to develop, execute and maintain processes, product roadmaps, associated content and documentations.
• Support successful communication of NPS programs to key stakeholders across the enterprise and assist team in new hire on-boarding, training and management including liaising with training team and maintaining of organization charts.  
• Understand key operational metric reports and use them to identify areas of improvement for team discussion and process updates 
• Partner with NPS Enterprise Content Design Team to assist in the approval of all documentation content across all stakeholders with materials approval process (MAP) and FUSE 
• Help create knowledge management repository to maintain version control of documentation
• Identify and report adverse events via the established Novartis systems as per applicable processes.

Essential Requirements:

• Education: Bachelor’s degree required; MBA is a plus
• 2+ years of progressive business experience in the biopharmaceutical industry with broad understanding of patient services challenges and opportunities (including specialty pharmacy distribution & capabilities, patient care coordination, operational workflows, and managed care knowledge)
• Demonstrated track record of customer and patient focus including ingrained customer-orientation, feedback and awareness, as well as the patient journey, across comprehensive user experience and NPS program design
• Ability to manage multiple projects and consistently meet deadlines.
• Ability to analyze problems and use critical thinking to identify alternative solutions and implement recommendations for resolution. Detail-oriented problem solver who can make clear decisions while under pressure.
• Strong written and verbal communication skills and with the ability to develop, apply and present on required reporting metrics and elements. Able to simplify complex situations and translate for a broad audience
• Ability to build relationships, collaborate and influence across a matrix organization
• Analytical capabilities to proactively identify program and process issues

Desirable Requirements:

• Experience with specialty, buy-and-bill products, or therapeutic area experience/expertise in oncology, Radioligand (RLT), Cell & Gene or CAR-T
• Prior people management experience and background in vendor management

Novartis Compensation Summary: The salary for this position is expected to range between $119,700 and $222,300 per year. The final salary offered is determined based on factors like, but not limited to, relevant skills and experience, and upon joining Novartis will be reviewed periodically. Novartis may change the published salary range based on company and market factors. Your compensation will include a performance-based cash incentive and, depending on the level of the role, eligibility to be considered for annual equity awards. US-based eligible employees will receive a comprehensive benefits package that includes health, life and disability benefits, a 401(k) with company contribution and match, and a variety of other benefits. In addition, employees are eligible for a generous time off package including vacation, personal days, holidays and other leaves.