Program Management Supervisor NPS

Your responsibilities will include, but are not limited to:

• Leading a team of case navigators at different levels, responsible for comprehensive patient case management, including inquiries, product/program questions, and various services related to Novartis's brands.
• Supporting the day-to-day operations, managing escalations, and enhancing performance of a customer-focused contact center that serves customers through multiple channels.
• Overseeing the use of case management systems and promoting best practices to support the patient journey.
• Maintaining deep knowledge of brand programs and customer workstreams to optimize program performance.
• Escalating opportunities for improving efficiency and effectiveness of customer service to the Associate Director.
• Monitoring team performance, attendance, and quality to achieve service excellence and meet KPIs and SLAs.
• Collaborating closely with Performance Excellence to monitor call and system performance of agents.
• Ensuring monitoring outcomes are implemented at both agent and team levels.
• Scheduling coaching, huddles, and other sessions to positively impact overall performance and compliance of the team.
• Identifying trends in team behavior and performance to guide coaching, training, and communication, as well as assisting in identifying process improvements.
• Managing escalations from Care Navigators and providing necessary guidance for handling customer interactions.
• Promoting and sharing best practices to motivate Care Navigators, foster a collaborative team environment, and cultivate a culture of innovation.
• Regularly communicating with the team, along with the Associate Director, regarding policy changes, improvement opportunities, and procedures.
• Collaborating with various matrix partners internally and externally to ensure effective communication, collaboration, and coordination across teams, facilitating information flow for optimal job performance.
• 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.

Required Experience:

• Minimum 3+ years of Patient Services, Healthcare, or Contact Center experience.
• Two (2+) years of proven case management experience [with specialty products]. Additional experience with completing patient information Intake (data entry, obtaining consents) and Reimbursement activities (benefits checks, prior authorizations) is preferred.
• Previous leadership (minimum of 1 year) of team building, and performance management or team leadership experience.