By 2023, Patient Specialty Services [PSS] is projected to support over 1.4 Million patients and impact nearly $4B of Novartis's US Pharma revenue. PSS provides mission critical support to Novartis brands by helping patients access medications needed to improve their health.
The creation of an internal Engagement Center is a strategic priority for US Pharma. We have an incredible opportunity to formulate exciting new partnerships to deliver transformative patient services. The PSS team is uniquely positioned to help support our goal of providing appropriate medications to twice as many patients twice as fast.
Your key responsibilities: * Direct responsibilities for a team of 30-50 Reimbursement Specialists, and 1 or more Associate Directors to ensure operational excellence and to address access and affordability needs of patients * Coordinate the selection, onboarding and training of an in-house team of Reimbursement Specialists * Manage patient benefits verification and prior authorization operations * Collaborate with the PSS & brand teams to organize, design and implement programs and services that best meet the patient needs and offer best in class services * Monitor and manage the day-to-day relationship, operations, and performance of highly customer-focused patient access call center * Ensure that the Reimbursement team follows processes and maintain proper documentation, required to meet customer expectations and regulatory / compliance needs. * Manage customer experience by monitoring customer feedback, generate insights and execute experience recovery processes * Participate and prepare for product team meetings as requested or needed