Key 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, working with the PSC and across NPS
• 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, sentiment analysis
• Routinely assess training compliance and intervene to address training compliance problems

Essential Requirements:

• Education: Bachelor’s Degree required
• 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
• Travel as required

Desirable Requirements:

• 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
• Previous people leadership experience

Other Work Requirements:

• Ability to be flexible on schedule and hours (8:00 am – 5:00 pm EST, 9:00 am – 6:00 pm EST)
• May be required and scheduled to work on Novartis US holidays as determined by business need

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 $151,200 and $226,800 per 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.