Associate Director, NPS Performance Excellence

hace 1 mes

victoria, México Healthcare Businesswomen’s Association A tiempo completo

Job Description Summary

One of the most important functions in today’s biopharmaceutical industry is patient services. As ease of accessing HCP prescribed medications has become more difficult, the ability of a company to build, design, implement, and run dynamic end-to-end patient support offerings has become critical to patients successfully starting and staying on therapy. This role is responsible for managing the people, processes and tools that deliver outstanding Contact Center performance. You will manage a team of analysts assigned to support the Patient Support Center (PSC). The PSC is a Novartis managed, internal PSS Contact Center staffed by these customer-facing roles: Reimbursement Specialist, Case Navigator and Intake Specialist.


Your team is responsible for performance evaluation and coaching the customer-facing PSC roles’ use of approved talking points, FAQs, knowledge articles, process, procedure and CRM and telephony-based systems tools employed to support patients, caregivers, payors and/or HCPs via phone and other support channels (email, fax, SMS, IVR as examples).

Job Description

Your responsibilities will include, but are not limited to:

  • 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, working with the PSC and across PSS.
  • Play an active role to maintain and build enterprise performance operations tools, methodologies, people and processes.
  • Ability to 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/or 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.

What you’ll bring to the role:

  • Bachelor's Degree required/desired.
  • PharmD, RN or Master’s degree a plus.

Required Experience:

  • 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 onboarding.
  • 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.

Preferred Experience:

  • Knowledge of call center industry practices, reimbursements and payer systems, healthcare protocols and US Healthcare system processes.
  • Omni channel experience supporting monitoring of voice calls, transcription recordings, chat, SMS, fax.
  • Use of varied approaches to motivate, engage and grow an employee-centric high performing team.
  • Experience with effectively managing in a rapidly changing business environment.
  • Experience with quality monitoring systems, benchmarks, metrics and processes. AI experience a plus.

Skills Desired

Agility, Auditing, Audit Management, Business Acumen, Business Partnering, Collaboration / Teamwork, Communication Skills, Compliance Audits, Continued Learning, Dealing With Ambiguity, Decision Making Skills, Employee Performance Evaluations, Finance Acumen, Gmp Procedures, Goal-Oriented, Health Authorities, Inspection Readiness, Leadership, Logical Thinking, Major Incident Management, Organization Skills, People Management, Problem Solving Skill.

#J-18808-Ljbffr

  • Production Director Manufacturing Operations

    hace 7 días

    Salinas Victoria, México Prodensa A tiempo completo

    Job Overview: Prodensa is seeking a highly skilled Production Director Manufacturing Operations to lead our manufacturing operations in Salinas Victoria, Nuevo León. This key role will be responsible for developing and implementing process strategies to drive operational excellence and improve business outcomes.

  • Head, Business Excellence

    hace 4 semanas

    victoria, México Healthcare Businesswomen’s Association A tiempo completo

    Job Description Summary Location: Mexico City #Hybrid About the role: The Head, Business Excellence is responsible for leading the business operations function within Scientific Operations. Job Description Major Accountabilities: Lead team (2-4 direct reports with global locations) executing purchase order management for Scientific Operations. This...

  • Associate Director DDIT ISC Detection

    hace 2 meses

    victoria, México Novartis Farmacéutica A tiempo completo

    Job ID: REQ-10022170 Date: Sep 26, 2024 Location: Mexico Summary The Threat Detection and Response Associate Director will be an integral part of the Novartis Cyber Security Operations Center (CSOC). The CSOC is an advanced global team passionate about the active defense against the most sophisticated cyber threats and attacks. The Threat Detection and...

  • Associate Director DDIT ISC CSOC Onboarding

    hace 2 meses

    victoria, México Novartis Farmacéutica A tiempo completo

    Associate Director DDIT ISC CSOC Onboarding Job ID: REQ-10023036 Date: Sep 26, 2024 Location: Mexico Summary CSOC Engineering will be an integral part of the Novartis Cyber Security Operations Center (CSOC). The CSOC is an advanced global team passionate about the active defense against the most sophisticated cyber threats and attacks. By leveraging various...

  • Head, Business Excellence

    hace 4 semanas

    victoria, México Novartis Farmacéutica A tiempo completo

    Location: Mexico City #Hybrid About the Role Major Accountabilities: Lead team (2-4 direct reports with global locations) executing purchase order management for Scientific Operations. This includes vendor onboarding, third party risk management, troubleshooting and engagement with enabling functions (procurement, financial review and accounting, risk...

  • Manufacturing Excellence Leader

    hace 7 días

    Salinas Victoria, México Unilever A tiempo completo

    About UnileverWe are a global fast-moving consumer goods company with a long history of innovation and commitment to creating a better business and a better world. Our purpose is to make sustainable living commonplace, and we believe that our work should have a positive impact on the communities we serve.Job PurposeThis role is part of a new site opening...

  • Equipment Maintenance Director

    hace 6 días

    Salinas Victoria, México Prodensa A tiempo completo

    At Prodensa, we are seeking an experienced Equipment Maintenance Director to lead our maintenance management team. As a key member of our organization, you will be responsible for developing and implementing effective maintenance strategies to minimize equipment downtime and optimize production.Job Description:Maintenance Management:Develop and implement...

  • Part-time Sales Associate

    hace 3 meses

    Salinas Victoria, México Famous Footwear A tiempo completo

    If you're looking for that next step in your career, make it famous! To us, famous isn’t about standing out in the crowd. It’s about feeling good where you stand right now. Famous Footwear is your place for athletic, fashion and casual shoes for the whole family from hundreds of name brands. As aFamous Footwear Sales Associate, you are passionate about...

  • Senior Director of Patient Support Operations

    hace 1 mes

    Cd. Victoria, Tamaulipas, México Healthcare Businesswomen's Association A tiempo completo

    Job Overview:We are seeking a highly experienced Senior Director of Patient Support Operations to join our team at the Healthcare Businesswomen's Association. This role is responsible for managing the people, processes, and tools that deliver outstanding Contact Center performance.About the Role:The ideal candidate will have 5+ years of experience in...

  • Operations and Maintenance Manager

    hace 4 semanas

    Salinas Victoria, México Unilever A tiempo completo

    About UnileverAt Unilever, we strive to create a better business and a better world for our consumers and the communities around us. We foster innovation and growth by leading on big and small initiatives that drive our success.**Our Vision for a New SiteWe are excited about the creation of a completely new site that is expected to be a state-of-the-art and...

  • Welding Operations Director

    hace 7 días

    Salinas Victoria, México Prodensa A tiempo completo

    Job OverviewThe Production Manager Weld position is a key role within the production facility, responsible for developing and implementing process strategies to achieve company goals and world-class manufacturing operations. This individual will work closely with cross-functional teams to drive productivity and operational excellence.

  • Environmental Sustainability Director

    hace 4 semanas

    Salinas Victoria, México Majorpack A tiempo completo

    At Majorpack, we're seeking a highly skilled Environmental Sustainability Director to lead our efforts in ensuring the well-being of our environment, employees, and assets.Salary: $55,000 - $65,000 per monthJob Summary: As a key member of our team, you will be responsible for developing and implementing policies, standards, and procedures that promote...

  • Manufacturing Learning

    hace 3 semanas

    Salinas Victoria, México Grupo Prodensa A tiempo completo

    About Our OpportunityWe are seeking a highly skilled Manufacturing Learning & Development Director to join our team at Grupo Prodensa. In this role, you will be responsible for designing and delivering training programs that drive business results and improve employee performance.Key ResponsibilitiesCollaborate with leadership to identify training needs and...

  • Assistant Store Manager

    hace 3 meses

    Salinas Victoria, México Famous Footwear A tiempo completo

    If you're looking for that next step in your career, make it famous! To us, famous isn’t about standing out in the crowd. It’s about feeling good where you stand right now. Famous Footwear is your place for athletic, fashion and casual shoes for the whole family from hundreds of name brands. As a full-time AssistantStore Manager, you are passionateabout...

  • Lead Field Service

    hace 7 meses

    Ciudad Victoria, México Ecolab A tiempo completo

    Job Characteristics: Responsible for providing technical support to current customers. Expert in equipment installations & performing system analysis. Embodies safety leadership. Accountable for technical service support to customers. Develops others’ understanding based on expertise; Coaches/Mentors other Field Service Reps. Recognized as an expert in a...

  • Store Manager Assistant

    hace 2 meses

    Salinas Victoria, México Famous Footwear A tiempo completo

    About the RoleFamous Footwear is seeking a highly skilled and motivated Store Manager Assistant to join our team. As a key member of our store leadership team, you will be responsible for providing exceptional customer service and leading a team of sales associates to achieve sales targets and growth goals.Key ResponsibilitiesLead by example and inspire a...

  • Lead Field Service Rep

    hace 2 meses

    Ciudad Victoria, México Ecolab A tiempo completo

    Job Characteristics: Responsible for providing technical support to current customers. Expert in equipment installations & performing system analysis. Embodies safety leadership. Accountable for technical service support to customers. Develops others’ understanding based on expertise; Coaches/Mentors other Field Service Reps. Recognized as an expert in a...

  • Director DDIT US&I Product Management Medical Eng.

    hace 2 meses

    victoria, México Novartis Farmacéutica A tiempo completo

    Director DDIT US&I Product Management Medical Eng. Job ID: REQ-10023942 Date: Oct 02, 2024 Location: Mexico Summary This role will work with Senior Medical Leaders to define, maintain and evolve the medical IT product(s) and strategies for Medical Engagement including medical field force, medical information, and CRM engagement. This work includes working...

  • Wind Energy Operations Director

    hace 2 semanas

    Villa Victoria, México Vestas A tiempo completo

    At Vestas, we're committed to powering a sustainable, green energy future. As our Senior Operations Manager, you'll play a critical role in driving this vision forward.About the RoleWe're seeking an exceptional leader to oversee field operations, ensuring optimal performance of wind farms and maximizing energy yield for our customers. Your expertise will...

  • Strategic Medical IT Director for Global Product Management

    hace 2 semanas

    Cd. Victoria, Tamaulipas, México Novartis Farmacéutica A tiempo completo

    Company OverviewNurturing a culture of excellence in healthcare innovation, Novartis Farmacéutica empowers visionary leaders to drive transformative change. As a globally recognized leader in pharmaceuticals, our company prides itself on fostering a collaborative environment where talent thrives.Salary: $140,000 - $180,000 per yearOur compensation package...