Your responsibilities will include, but are not limited to:

• Lead a team of up to 10-12 customer-facing brand specific Case Managers with responsibility of handling all aspects of patient case management including general inquiries, product / program questions, site specific communication preference management and services such as free trial offer enrollment, co-pay enrollment, adherence enrollment, etc.  This work will focus on one of Novartis’s therapy areas.
• Oversee the case management system use and best practices for case management supporting the patient journey
• 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.
• Critical 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.
• Work closely with Performance Excellence to monitor call and system performance of agents. Ensure monitoring outcomes are pulled through at the agent and team level. Schedule coaching, huddles and other sessions to positively impact overall performance and compliance of team.
• Identify trends in team behavior and performance to guide coaching, training, and communication; assist in identification of process improvements.
• Manages escalations from Case Managers and provide guidance required to handle customer interactions
• Share and encourage best practices for motivating Case Managers; foster a collaborative team environment; foster a culture of innovation.
• 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.
• Responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes

What you’ll bring to the role:

• Education:
  • Bachelor’s degree required; advanced degree preferred (e. RPh, Nursing or other relevant specialty)

• Travel requirements:
  •  Proximity and ability to commute to work onsite in the Mexico City Office. 3 days per week.

Experience:

• Required Experience:
  • Minimum 5+ years of Patient Services, Healthcare, or Contact Center experience
  • Three (3+) years of proven end-to-end case management experience with specialty products, including patient facing interactions.
  • Three (3+) years of experience working with Complex Specialty products in a pharmaceutical/healthcare setting required (such as Biologics, Medical Devices, Oncology, Transplant, Infusion, Rare Disease, etc.)
  • 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 8-hour schedule with two paid rest breaks and an unpaid lunch break.  Supervisor schedule hours can be  8 am – 5 pm ET  or 11 am – 8 pm ET, Monday through Friday and may fluctuate between the two depending on team needs.  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.