By 2023, Patient and Specialty Services (PSS) is projected to support over 1.4 Million patients and impact nearly $4B of Novartis's US Pharma revenue. PSS provides mission critical support to Novartis brands by helping patients access medications needed to improve their health.
The creation of an internal Engagement Center is a strategic priority for US Pharma. We have an in-credible opportunity to formulate exciting new partnerships to deliver transformative patient services. The PSS team is uniquely positioned to help support our goal of providing appropriate medications to twice as many patients twice as fast.
The Engagement Center will support all franchises by providing omni-channel customer support and patient access. By leveraging workforce management, technology, and through staff retention and engagement, it will ensure strong alignment with PSS brand goals. The team is committed to helping customers by improving medication delivery.
* If you are customer obsessed. * If you are energized by leading teams of people through change. * If you are motivated by measured outcomes.
You should consider joining the Novartis PSS Engagement Center.
Overview over job:
Working under direction of the Director of Case Management, you will be responsible for managing the Case Management contact center operations, required to meet the PSS objectives and the customer / patient needs.
This role manages operations of customer-facing case managers providing support to patients, physician office staff, pharmacists, and internal partners. To continuously optimize the operational performance and enhance customer experience you will help implement changes to operational processes, procedures.
You will ensure that the team has access to the required tools, knowledge and content to efficiently and compliantly answer calls / chats that are received from patients, their caregiver and members of the healthcare team. Also, monitor the services offered over digital channels such as Web, SMS, chat-bot, email, e-fax etc.
Your responsibilities will include, but are not limited to: *Manage a team of 20-30 customer-facing case managers with responsibility for handling general inquiries, product / program questions, and services such as free trial offer enrollment, co-pay enrollment, adherence enrollment, etc. This work will focus on Novartis's US Pharma specialty brands. *Monitor and manage the day-to-day operations, and performance of highly customer-focused contact center which serves customers across channels such as Web, SMS, chatbot, email, e-fax etc. * Accountable for meeting all compliance and regulatory requirements. *Responsible for driving continuous improvement to ensure performance levels are consistently achieved, customer experience is optimized, and operational objectives & key results are achieved (e.g., increased patient adherence). *Responsible for managing and applying Lean practices across the value stream to continually improve processes and outcomes. *Support PSS & brand team to implement new programs and services that best meet the patient needs and offer best in class services. *Handle escalations from Case Management Team Leads and provide guidance required to handle customer interactions. *Identify new knowledge / content required for Case Manager to provide PSS services. *Monitor customer channels such as voice, chat, fax, intelligent chatbot, SMS / text, mail, and e-mail and ensure seamless, consistent and connected customer experience is delivered. *Ensure Case Managers follow processes and maintain proper documentation, required to meet customer expectations and regulatory / compliance needs. *Execute experience recovery processes to address situations where customer experience was not optimal, and grievances were reported. *Maintain knowledge of industry trends and best practices.
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