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

Float Supervisor

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 the primary Supervisor is not available.

Your responsibilities will include, but are not limited to :

• Supervise a group of up to 15 agents with responsibility of handling all aspects of patient case management including intake, general inquiries, product / program questions, site specific communication preference management, coverage and access as well as services such as free trial offer enrollment, co-pay enrollment, adherence enrollment, etc.
• Support the day-to-day operations, escalations, and performance of the highly customer-focused contact center which serves customers across channels such as Web, SMS, chatbot, email, e-fax, etc.
• Knowledge 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.
• Collaborate 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 :

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 schedule hours will be 11 am 8 pm ET, Monday through Friday. Schedule times are subject to change.