Director of Patient Support Operations
hace 2 semanas
Overview
">The Novartis company seeks a Director of Patient Support Operations to manage the people, processes, and tools that deliver outstanding Contact Center performance.
">About the Role
">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.
">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.
">Responsibilities
">- ">
- Meet and exceed performance metrics, operations reporting, customer satisfaction, and coaching.">
- 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.">
- Maintain and build enterprise performance operations tools, methodologies, people, and processes.">
- Work effectively as a people manager and in a team structure; maintain strong cross-functional ties with key business partners.">
- 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.">
- Routinely assess training compliance and intervene to address training compliance problems.">
- As a people manager and leader, you are responsible for performance management, recruiting and interviewing candidates, and team culture and satisfaction.">
Requirements
">- ">
- 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.">
Salary Information
">The estimated salary range for this position is between $400,000 and $600,000 per year, based on the location and industry standards.
">About Novartis
">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.
">Contact Us
-
Director of Patient Service Operations
hace 3 días
Ecatepec de Morelos, México Novartis A tiempo completoJob Description SummaryNovartis offers a competitive salary of $450,000 - $650,000.One of the most critical functions in today's biopharmaceutical industry is patient services. As accessing prescribed medications has become more difficult, companies need to build, design, implement, and run dynamic end-to-end patient support offerings to ensure patients...
-
Patient Support Program Lead
hace 4 semanas
Naucalpan de Juárez, México Merck Kgaa Darmstadt Germany A tiempo completoAbout the RoleWe are seeking a seasoned professional to join our team as a Patient Support Program Lead. As a key member of our Healthcare division, you will play a vital role in developing and implementing patient support programs that ensure safe and effective use of our medications.In this role, you will be responsible for providing expertise on...
-
Director of Operations
hace 1 mes
Ciudad de México, Ciudad de México Marriott International, Inc A tiempo completoWe are seeking a skilled Director of Operations to join our team at Marriott International, Inc. in Queretaro, Mexico.**Job Summary:**The Director of Operations will be responsible for leading the hotel's operations departments, including Front Office, Business Center, Recreation/Health Club, Housekeeping, Food and Beverage/Culinary, and...
-
Director of Technical Operations
hace 2 semanas
Ciudad de México, Ciudad de México Aspen Technology A tiempo completoAbout AspenTechAs a leading global technology company, we've always been driven by our people. Our passion for innovation and customer success has led us to develop cutting-edge solutions in manufacturing, supply chain, and data management. If you're looking for a challenging role where you can make a real impact, join our team as a Director of Technical...
-
Global Patient Support Specialist
hace 3 semanas
Ciudad de México, Ciudad de México Aleph Integrated A tiempo completoJob Overview:We are seeking a highly skilled and empathetic Global Patient Support Specialist to join our team at Aleph Integrated. As a key member of our customer support department, you will be responsible for providing exceptional service to patients and customers from around the world.Responsibilities and Duties:Assist patients with navigating our online...
-
Global Operations Specialist
hace 1 mes
Ecatepec de Morelos, México Carrier Global Corporation A tiempo completoAbout the Job:We are seeking a highly skilled and experienced Global Operations Specialist - Customer Support to join our team at Carrier Global Corporation.Job Summary:The Global Operations Specialist - Customer Support will be responsible for providing exceptional customer support to our clients, ensuring timely resolution of issues and maintaining high...
-
Supply Chain Operations Director
hace 6 días
Ecatepec de Morelos, México Nestlé Sa A tiempo completoMain Purpose of the Job:As a Supply Chain Operations Director at Nestlé, you will be responsible for managing and guiding all Supply Chain functions at the plant to meet production and business needs. Your goal is to deliver outstanding service while minimizing costs.Key Responsibilities:Develop and implement strategies to optimize Supply Chain operations,...
-
Regional Operations Director
hace 3 semanas
Ciudad de México, Ciudad de México Indie campers A tiempo completoJob Title: Regional Operations DirectorThis is an exciting opportunity to lead our regional operations team as a Regional Operations Director. As a key member of our leadership team, you will oversee the daily operations of our Indie Campers stations within a geographical area.
-
Executive Director of Human Resources and Operations
hace 3 semanas
Ecatepec de Morelos, México Bombardier A tiempo completoBombardier is a global leader in the design, manufacture, and support of innovative aviation products. Our vision is to deliver exceptional customer experiences through superior performance, quality, and innovation.We are committed to fostering an inclusive and diverse work environment where our employees feel valued, empowered, and motivated to excel.As...
-
Ecatepec de Morelos, México Bayer A tiempo completoOverviewBayer, a global leader in healthcare and life sciences, seeks an experienced Senior Quality Assurance Director to oversee pharmaceutical operations. This critical role will ensure compliance with regulatory requirements and maintain the highest standards of quality.
-
Finance Director
hace 1 mes
Ciudad de México, Ciudad de México Valmet Inc. A tiempo completoOverviewValmet Inc. is a leading global developer and supplier of technologies, automation and services for the pulp, paper, and energy industries.We are seeking a highly motivated and experienced professional to fill the position as Finance Director - Mexico Operations to support our Mexico Operations by taking an important role in the roll out of new ERP,...
-
CIMMYT Deputy Director of Finance Role
hace 2 días
Ecatepec de Morelos, México CIMMYT A tiempo completoCIMMYT, a cutting-edge international organization, seeks an exceptional finance leader to drive strategic growth and operational excellence as the Deputy Director of Finance. Based at CIMMYT's headquarters in Texcoco, Mexico, this position offers a unique opportunity to shape the future of global agriculture research.About CIMMYTCIMMYT is a non-profit...
-
Operations Support Specialist
hace 2 semanas
Ecatepec de Morelos, México Bombardier A tiempo completoWe foster a culture of flexibility and work-life balance, recognizing the importance of personal and professional growth.As an Operations Support Specialist in our Aerospace Mexico team, you will have the opportunity to contribute to the success of Bombardier, a global leader in aviation. Our comprehensive Benefits Program includes:Competitive salary range:...
-
Logistics Operations Director
hace 4 semanas
Ecatepec de Morelos, México Servicios Comerciales Amazon Mexico S. De R.L. De C.V. A tiempo completoAbout the RoleWe are seeking an experienced Logistics Operations Director to lead our last mile operations in one of our Delivery Stations. As a key member of our team, you will be responsible for managing day-to-day relationships with multiple Delivery Service Providers (DSPs) and driving operational goals and metrics for your Delivery Station.Key...
-
Director of Financial Operations for Luxury Resort
hace 2 semanas
Ciudad de México, Ciudad de México PER, Private Equity Recruitment A tiempo completoAbout Our ClientOur client is a private equity-backed family office that operates an exclusive complex of residences and restaurants in Los Cabos, Mexico. They are seeking a Director of Financial Operations to oversee the financial management of their high-end hospitality business.
-
Operations Director
hace 7 días
Ecatepec de Morelos, México WAI GLOBAL A tiempo completoAbout the RoleWAI Global seeks a highly experienced Operations Director to oversee the distribution operations, traffic, logistics, and storage at our Mexico facility.Key ResponsibilitiesDirect and develop WAI Mexico's distribution operations, including receiving, replenishment, order fulfillment, packaging/repackaging, shipping, and return...
-
Operations Director
hace 2 meses
Ciudad de México, Ciudad de México Wetherill Associates INC A tiempo completoJob SummaryThe Operations Director will oversee the distribution, traffic, and logistics of a facility in Mexico. This role requires a strong leader who can inspire a team to achieve their potential and meet corporate objectives.Key ResponsibilitiesDirects and develops the distribution operations, traffic, logistics, demand planning, and storage.Strives to...
-
Financial Operations Director
hace 3 semanas
Ciudad de México, Ciudad de México Rosewood Hotel Group A tiempo completoJob SummaryThe Financial Operations Director is responsible for overseeing the financial strategy, operations, and personnel development within the Accounting Department. This role ensures compliance and accuracy through effective leadership and strategic oversight of the department.Key Responsibilities:Ensure comprehensive knowledge of and adherence to all...
-
Director of Logistics and Operations
hace 7 días
Ciudad de México, Ciudad de México Wetherill Associates INC A tiempo completoJob Description:Are you a seasoned logistics professional with experience in leading high-performing teams? Do you have a passion for implementing innovative strategies and driving results in a fast-paced distribution environment?We are seeking a talented Director of Logistics and Operations to join our team at Wetherill Associates INC. This is an exciting...
-
Ciudad de México, Ciudad de México caia - Jobboard A tiempo completoAbout our client We work with a leading private equity fund-backed residential platform seeking a Director of Operations for its Mexican portfolio. This is a significant opportunity to lead a team of professionals across multiple properties with unique locations and extraordinary services. The position is based in Mexico City.Key responsibilities • Oversee...