Director of Patient Support Operations

hace 2 semanas


Ecatepec de Morelos, México Novartis A tiempo completo

Overview

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The Novartis company seeks a Director of Patient Support Operations to manage the people, processes, and tools that deliver outstanding Contact Center performance.

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About the Role

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This role is responsible for managing a team of analysts assigned to support the Patient Support Center (PSC). The PSC is a Novartis managed, internal PSS Contact Center staffed by customer-facing roles such as Reimbursement Specialist, Case Navigator, and Intake Specialist.

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The Director will oversee performance evaluation and coaching of the customer-facing PSC roles' use of approved talking points, FAQs, knowledge articles, processes, procedures, and CRM and telephony-based systems tools employed to support patients, caregivers, payors, and healthcare professionals via phone and other support channels.

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Responsibilities

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  1. ">
  2. Meet and exceed performance metrics, operations reporting, customer satisfaction, and coaching.">
  3. Coordinate and lead work for management of performance issues, escalations through to resolution, corrective, and preventive actions; provide guidance and advice on performance evaluation as a subject matter expert (SME) and adviser for other teammates.">
  4. Maintain and build enterprise performance operations tools, methodologies, people, and processes.">
  5. Work effectively as a people manager and in a team structure; maintain strong cross-functional ties with key business partners.">
  6. Calculate, record, and analyze call, case, and agent performance data and report and present Key Performance Indicators (KPIs) to management and customers; identify areas of greatest need or opportunity for improvement leveraging technology tools employed for call recording and sentiment analysis.">
  7. Routinely assess training compliance and intervene to address training compliance problems.">
  8. As a people manager and leader, you are responsible for performance management, recruiting and interviewing candidates, and team culture and satisfaction.">
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Requirements

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  • Bachelor's Degree required/desired.">
  • 5+ years' experience in pharmaceutical hub, case, reimbursement, and/or patient services operations.">
  • 5+ years of contact or call center process, call monitoring with a history of leading continuous performance improvement initiatives.">
  • A history of meeting and exceeding performance metrics, operations reporting, customer satisfaction, and coaching.">
  • Effective leadership skills, including change management for rapidly changing technology and growth in the number of PSC roles on-boarding.">
  • Experienced in establishing and cultivating relationships; able to collaborate effectively with key stakeholders and partners across the organization.">
  • Ability to work in a fast-paced team environment and handle multiple programs and tasks.">
  • Ability to analyze problems, identify alternative solutions, and implement recommendations for resolution.">
  • Working with QA monitoring systems such as Genesys, NICE, Verint, or other solutions.">
  • Ability to grow with the evolving Patient Support Center landscape.">
  • Ability to build, inspire, and motivate a team.">
  • Travel as required to East Hanover NJ, Tempe AZ, Hyderabad India.">
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Salary Information

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The estimated salary range for this position is between $400,000 and $600,000 per year, based on the location and industry standards.

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About Novartis

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Novartis is a global healthcare company that discovers, develops, and commercializes innovative medicines to treat and prevent diseases. Our mission is to improve lives through science.

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Contact Us



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