Key Responsibilities:

• Develop and drive adoption of enhanced customer-centric capabilities to deliver high quality support to internal and external stakeholders
• Engage with NPS RLT team to define process optimization opportunities
• Support delivery of systems and tools in partnership with IT (as well as 3rd parties) to support order management, patient access and the customer experience
• Measure and analyze key performance metrics and drive continual process improvement. Metrics includes but are not limited to: customer satisfaction, new systems/application adoption, and internal stakeholder satisfaction
• Own and resolve escalations related to customer engagement
• Lead team training efforts to ensure effective adoption of new processes and tools
• Serve as day-to-day liaison with Novartis RLT colleagues to coordinate and streamline processes across Patient Services, Finance and Customer Services. Provide regular updates to department leadership on program performance, as well as coordinate and facilitate monthly and quarterly business reviews.
• Work closely with internal and external stakeholders to ensure data exchanges and associated reporting are timely and accurate. Partner with legal and compliance teams to ensure programs are compliant and evolve as needed based on new laws / regulations with minimal or no oversight.
• Communicate to leadership key operational events as they arise to ensure effective business understanding and/or necessary coordination and adjustments
• Responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes.

Essential Requirements:

Education:  Bachelor’s Degree Minimum

Experience:

• Average of 3-5 of pharmaceutical industry experience to include patient access services, program management, account management or brand marketing
• Solid understanding of the healthcare environment specifically in the area delivering services to Health Care Professional and Patient customers
• Must possess analytical skills in anticipating trends and areas of risk
• Problem-solving skills to resolve issues with cross-functional team conflicts, budgetary restraints, and or other obstacles that hamper the completion or implementation of a project/roll-out
• Experience with budget management

Desirable Requirements:

• FUSE / MAP experience
• Experience working managing agency activities related to creation of assets
• Proven ability to design and implement innovative and supportive solutions for internal team and external customers  
• Sales Force.com knowledge preferred

Commitment to Diversity & Inclusion: Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.

The pay range for this position at commencement of employment is expected to be between $158,400 and $237,600/year; however, while salary ranges are effective from 1/1/24 through 12/31/24, fluctuations in the job market may necessitate adjustments to pay ranges during this period.  Further, final pay determinations will depend on various factors, including, but not limited to geographical location, experience level, knowledge, skills and abilities. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.