Team Lead – Case Management

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.<br><br>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.<br><br>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.<br><br>The Case Management team within the Engagement Center Specialist will be responsible for providing support and information about products, programs and services of their prescribed Novartis medicines. <br><br>• If you are customer-obsessed.<br>• If you are energized by leading teams of people through change.<br>• If you are motivated by measured outcomes.<br><br>You should consider joining the Novartis PSS Engagement Center.<br><br>Overview :<br><br>Working under direction of the Associate Director of Case Management or other leadership, you will be responsible for supporting the day-to-day operations of the Patient and Specialty Services (PSS) Customer Engagement Center (CEC). The Team Lead will be responsible for the direct oversight and management of a team of Care Navigators (Case Managers) in order to monitor the team’s activity, achievement of Key Performance Indicators (KPIs), productivity and quality. <br><br>As a Team Lead you will also participate in development and design pre-implementation sessions that may include testing and system simulations. You will be responsible for ensuring the Care Navigators on your team are able to (1) access and utilize the CRM system for day to day case management, (2) access knowledge and content that will help assist customer and patient outreaches, (3) ensure team is appropriately trained and ready for their “go-live” date and (4) receive escalations regarding process and/or systems. In addition, you will be expected to provide performance / constructive feedback to CNs during performance reviews and other touchpoints throughout the year.<br><br>Team Leads will specialize in a specific Novartis US Pharma brand(s) to handle interactions for the pro-gram(s) you are assigned. Also, you may act as a mentor or coach to other care navigators and con-tribute to operational process enhancements.<br><br><br>Your responsibilities will include, but are not limited to:<br>• Lead and manage a team of 10-15 customer-facing Care Navigators with responsibility for handling general inquiries, product / program questions, and services such as free trial offer enrollment, co-pay enrollment, adherence enrollment, etc. <br>• 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. <br>• Monitor performance, attendance, and quality at the team level and lead coaching, training, and support to drive service excellence and KPI achievement.<br>• Identify trends in associate behavior and performance to guide coaching, training, and com-munication; assist in identification of process improvements.<br>• Share and encourage best practices for motivating Care Navigators; foster a collaborative team environment; foster a culture of innovation. <br>• Communicate regularly with the team regarding policy changes, improvement opportunities, and policies.<br>• Maintain knowledge of PSS programs and customer workstreams; broaden program knowledge over time.<br>• Learn and utilize protocols to respond to customer phone, chat, fax, intelligent chatbot, SMS / text, mail, and e-mail inquiries as well as other communication channels in a prompt and courteous manner.<br>• Prepare and maintain proper documentation, and notifications; perform proper escalation, tracking, and follow-up.<br>• Evolve skills to provide detailed resolution regarding program specialties over time <br>• As applicable, raise innovative ideas which will drive improved efficiency and effectiveness of customer service. <br>• Evolve skills to help create efficiencies and expedite processes over time.<br>• Along with the Associate Director and other leadership, communicate regularly with the team regarding policy changes, improvement opportunities, and policies.<br><br>This job requires you live within 90 miles of the East Hanover site of Novartis.”<br><br><br> https://www.youtube.com/watch?v=Mo1vwtVPVA0