ED PSC Business Operations (2024)

Working closely with the Vice President, Novartis PSC, the Executive Director, PSC Business Operations is responsible for implementing and executing the PSC strategic vision to help enable eligible patients to "start and stay" on Novartis medications as prescribed. This role focuses on overseeing various aspects of PSC enterprise business operations, such as central operations (intake, case management, and reimbursem*nt), escalation management, auditing, documentation management, process mapping, learning and development/training, workforce management, and forecasting and capacity planning. The Executive Director, PSC Business Operations works closely with PSC Program Management and other NPS functions to operationalize enterprise business standards, scale operations to accommodate growing business needs, optimize cost containment measures while maintaining a positive customer experience, and foster a culture of operational excellence. Meeting clearly defined SLAs, KPIs, and productivity metrics is a critical success factor in this role.

This role can be based out of East Hanover, NJ or Tempe, AZ

• Building and leading a team of experts across multiple locations (East Hanover, NJ, Tempe, AZ, and Mexico City, Mexico) who are responsible for managing day-to-day, enterprise operations within the PSC, including escalation management, case auditing, documentation management, capacity planning, workforce productivity and utilization, and training/training pull-through across all brands.

• Owning short- mid-, and long-term operations agenda and priorities for program transitions, new launches, new technologies, and near- and off-shore capabilities.

• Strategic advising on enterprise capability requirements to enable execution on all therapeutic area and brand-specific patient journeys, requiring close partnership with the Executive Director, PSC Program Management and key NPS matrix partners.

• Motivating and inspiring the team by fostering an environment of “high support and high challenge”, which celebrates continuous learning and high performers.

• Overseeing the development and deployment of SLAs, TA/brand KPIs, and agent-level productivity metrics.

• Fiscal responsibility for PSC business operations; Partners with the ED, PSC Program Management to create and implement brand-agnostic, enterprise standards to gain operational- and cost-efficiency.

• Guiding and overseeing Forecasting & Planning to develop and maintain long-range capacity planning and stable site logistics.

• Partnering with DSTs, Launch Excellence, and Platform Strategy to devise and execute on program transitions and new launch planning.

• Partnering with cross-functional stakeholders (DSTs, Platform Strategy, Launch Excellence, Performance Excellence, and Data Analytics) to continuously improve program offerings.

• Owning centralized intake of issues, escalations, and customer feedback; Establishes processes to collect and utilize feedback to improve services and assess potential gaps in services.

• 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

• 10+ years of relevant operations experience, showcasing a continuous growth in both responsibility and accountability.

• 7+ years of management experience preferably within a matrix environment or second line leader.

• Experience in building, implementing, and launching a patient support systems product and/or managing central operations within a customer service center / contact center.

• Expertise in patient reimbursem*nt including prior authorization, benefit investigation and verification, appeals, and payer policies and procedures.

• Experience managing multi-million dollar budgets and/or P&L.

• Knowledge of commercial copay programs, patient assistance programs and foundation support.

• Expertise in delivering on a customer service model, including direct customer-facing experience and issue/escalation management and resolution.

• Understanding and experience partnering with specialty pharmacies.

• Knowledge of HIPAA regulations, patient privacy and other patient-related legal policies.

• Strong strategic thinking and ability to drive results against Service Level Agreements and Function-specific metrics.

• People management; coaching and development of associates.

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

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

• Experience working in a team environment which successfully partners with all Commercial Operations functions.

• Expertise in patient reimbursem*nt including prior authorization, benefit investigation and verification, appeals, and payer policies and procedures.

The pay range for this position at commencement of employment is expected to be between $233,600.00 and $350,400.00 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.