Ad, Intake and Inbound Teleph

1 week ago

East Hanover, United States Novartis Full time

**Summary**:
Novartis is a global company that combines medical science and digital technology to provide life-changing medicines to millions of people. We offer numerous opportunities for growth and development, including global and local cross-functional careers and a wide range of learning programs. Our strong pipeline of medicines ensures continued business growth and enables us to bring innovative treatments to patients quickly. Novartis Patient Support (NPS) plays a crucial role in helping eligible patients access and continue their prescribed medications. We work directly with patients, caregivers, and prescribing customers to provide education and support on access, affordability, acquisition, and adherence programs. Our team has supported millions of patients in the US, assisting over 500,000 patients annually. The Novartis Patient Support Center (PSC) is the central operational function within our organization. We handle all patient, caregiver, and customer transactions related to supporting patient access, including intake, case management, benefits verification, prior authorization, and appeals support, specialty pharmacy triage, and adherence support. We are committed to delivering exceptional customer service, which is measured through service level agreements (SLAs), key performance indicators (KPIs), and net promoter scores.

**About the Role**:
Location: Hybrid Working Requirements. Ability to work on-site (East Hanover, NJ or Tempe, AZ) 3 days per week.

The Associate Director, Intake and Inbound Teleph, reports to the Executive Director, Program Management, and is accountable for the effective management of a team of Supervisors responsible for overseeing the smooth processing of all intake procedures and the progression of cases for the PSC. This role also entails overseeing the electronic collection of missing information and managing the operations and delivery of an inbound telephony team (in applicable situations) that follows a brand agnostic approach. The responsibilities of the Associate Director, Intake, include supervising inbound Start Forms through multiple channels, ensuring the inclusion of all necessary supporting documentation, and guaranteeing accurate data entry into the PSC's Customer Relationship Management (CRM) system to initiate the patient treatment journey.

**Key Responsibilities**:

- Lead and oversee the intake process for new and/or transitioning programs, initiatives, or requests within the organization.
- Lead and oversee the inbound, brand agnostic telephony team of supervisors for programs requiring call routing and/or general inquiries. Support the development and implementation of standardized procedures and protocols for intake and inbound telephony and appropriate call routing.
- Collaborate with key stakeholders to understand project requirements, timelines, and resource needs at the initial stage of intake and/or inbound telephony services.
- Assess incoming requests, evaluate feasibility, and prioritize based on strategic objectives and available resources.
- Establish clear communication channels and documentation systems to track and manage intake requests from submission to completion.
- Analyze intake and inbound telephony data and metrics to identify trends, bottlenecks, and opportunities for process improvement.
- Work closely with cross-functional teams to streamline workflows, eliminate redundancies, and optimize resource allocation.
- Develop and maintain relationships with internal stakeholders to ensure alignment and buy-in for intake priorities and decisions.
- Prepare regular reports and updates for senior management on intake status, key metrics, and improvement initiatives.
- Collaborates with Performance, Quality, and Excellence (PQE) to monitor call and system performance of Intake Specialists. Ensure monitoring outcomes are executed at the individual and team level. Schedule coaching, huddles and other sessions to positively impact overall performance and compliance of team.
- Maintain knowledge of industry trends and best practices.

What you’ll bring to the role:
**Education**:Bachelor’s Degree required; advanced degree preferred (e.g., MHA, MBA)

**Internal Engagements**:This position will collaborate with many individuals across NPS and PSC Leaders, PSC Operations, Training, Marketing, Legal, People & Organizations, Ethics Risk Compliance, Service Business Partners

**Travel requirements**: Role is office-based in either the Phoenix/Tempe metro area or in East Hanover, NJ with occasional travel between offices (anticipating 20%)

**Hybrid Working Requirements**: Ability to work on-site (East Hanover, NJ or Tempe, AZ) 3 days per week

**Essential Requirements**:

- 2+ years of experience in project management, operations, telephony or a related area, in a leadership role.
- 5+ years of pharmaceutical industry or related industry experience
- Strong analytical skills with the ability to interpret data, identify trends, and ma

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