Supervisor Program Management Float -Multiple roles- East Hanover, NJ or Tempe, AZ

Job Description Summary

Location : East Hanover, NJ or Tempe, AZ

Work Schedule : 11 : 00 a.m. to 8 : 00 p.m. Eastern Standard Time

As the Float Supervisor, you will be working under the direction of the Associate Director, Case Management or PM Support Mgr. This position is responsible for supporting the day-to-day operations of the PSC Program Management teams that provides specialty end-to-end case management services for multiple brands. The individual in this role will focus on helping agents access / utilize Contact Center technology and relevant knowledge content to efficiently conduct case management and access processes for customers. This role may or may not have direct reports assigned, critical success factors include knowledge of the various process / tools to handle interactions, the ability to provide coaching for agents to ensure optimal performance to maintain operations when primary Supervisor is not available.

Job Description

Your responsibilities will include, but are not limited to :

S upervise a group of up to 15 agents with responsibility of handling all as pect s of patient case management including intake, general inquiries, product / program questions, site specific communication preference management , coverage and access as well services such as free trial offer enrollment, co-pay enrollment, adherence enrollment, etc.

Support the day - to - day operations, escalations, and performance of highly customer-focused contact center which serves customers across channels such as Web, SMS, chatbot, email, e-fax, etc.

K nowledge of patient facing adherence and / or education programs specifically for compliance adherence, agent coaching / performance enhancement and assurance of optimal patient experience.

Maintain knowledge of programs and customer workstreams for optimal program performance.

Monitor performance, attendance, and quality at the team level to drive service excellence and KPI and SLA achievement.

Manages escalations from Case Managers and provide guidance required to handle customer interactions

Work with various matrix partners in both the PSC and externally to ensure communication, collaboration and coordination is occurring across teams and that everyone has the information that is needed to do their jobs effectively.

Collaborates with other Supervisors to provide agent or program specific feedback

Responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes

What you'll bring to the role :

Education :

High School Diploma required ; Associates or Bachelor's degree preferred

Travel requirements :

Proximity and ability to commute to work onsite in Tempe AZ or East Hanover NJ up to 1-2 week s per month and for occasional meetings or events

Experience :

Required Experience :

Minimum 2 + years of Patient Services, Healthcare, or Contact Center experience

T wo ( 2 + ) years of proven end- to -end case management experience with specialty products , including patient facing interactions .

Previous leadership, team building, and performance management or Novartis team leadership experience.

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

Desired Experience :

Prior e xperience leading a team in call center environment

Other Work Requirements :

When working from home, a quiet dedicated space where the employee can work without interruption

Ability to work the scheduled work hours , which generally will be an 9 -hour schedule with two paid rest breaks and an unpaid lunch break . Supervisor s chedule hours willl 11 am - 8 pm ET, Monday through Friday . Schedule times are subject to change .

For Patient Support Center (PSC) r oles with a d edicated t raining p eriod : The individual hired for this role will be required to successfully complete initial training, including passing simulations and become certified to do the role.

ovartis Compensation and Benefit Summary : The pay range for this position at commencement of employment is expected to be between $77,000.00 and 143,000.00 / year; however, while salary ranges are effective from 1 / 1 / 25 through 12 / 31 / 25, 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.

Join our Novartis Network : If this role is not suitable to your experience or career goals but you wish to stay connected to hear more about Novartis and our career opportunities, join the Novartis Network here : https : / / talentnetwork.novartis.com / network

EEO Statement :

The Novartis Group of Companies are Equal Opportunity Employers. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status.

Accessibility and reasonable accommodations

The Novartis Group of Companies are committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or to perform the essential functions of a position, please send an e-mail to us.reasonableaccommodations@novartis.com or call +1(877)395-2339 and let us know the nature of your request and your contact information. Please include the job requisition number in your message.

Salary Range

$77,000.00 - $143,000.00

Skills Desired

Accounts Receivable, Calls Handling, Curiosity, Customer Care, Customer Experience, Customer Relationship Management (CRM) Software, Customer Requirements, Customer Service, Efficiency, Installations (Computer Programs), Microsoft Access, Microsoft Excel, Mobile Devices, Relationship Building, Sales, Salesforce Crm