Team Guide

3 weeks ago


East Hanover, United States Novartis Full time

**Summary**:
WBy 2023, Patient and Specialty Services (PSS) is projected to support over 1.4 Million patients and im-pact nearly $4B of Novartis’s US Pharma revenue. PSS provides mission critical support to Novartis brands by helping patients prescribed Novartis products with assistance to address any access chal-lenges and get on medications needed to improve their health. The creation of an internal Patient Support Center (PSC) is a strategic priority for US Pharma. We have an incredible opportunity to formulate exciting new partnerships to deliver transformative patient ser-vices. The PSS team is uniquely positioned to help support our goal of providing appropriate medica-tions to twice as many patients twice as fast. The Patient Support Center will support all franchises by providing omni-channel customer support and patient access. By leveraging workforce management, technology, and through staff retention and engagement, it will ensure strong appropriate alignment with PSS goals. - If you are customer-obsessed. - If you are energized by leading people through change. - If you are motivated by measured outcomes. You should consider joining the Novartis PSS PSC’s Reimbursement Specialist Team. Overview over job: Working under the direction of the Associate Director of Coverage & Access, Annual Reverification, you will be responsible for supporting the day-to-day operations of the Patient Support Center (PSC) Coverage & Access Specialist Team that is dedicated to work on Annual Reverification. You will focus on supporting the team in achieving Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), productivity, quality, and customer service metrics. You will help the Coverage & Access Spe-cialists access / utilize Con-tact Center technology and access knowledge / content to efficiently con-duct benefit verifications and access processes to support patients and providers. As a Team Guide, you will oversee aspects of the Coverage & Access patient journey, and coordinate with external ven-dor regarding provision of contracted Coverage & Access Specialist services. Additional focus will con-centrate on improving operational processes and documentation when the Annual Reverification pe-riod is over. This position can be based either in East Hanover, NJ or Tempe, AZ

**About the Role**:
**Your responsibilities will include, but are not limited to**:

- Coordinate a team of payer-facing Coverage & Access Specialists with the responsibility of handling all aspect of the Coverage & Access case for multiple Novartis specialty brands, including benefit verification, prior authorization and appeals, etc.
- Learn and utilize protocols, information, and technology to gather patient coverage information. Some of this will be completed via phone calls to payers in a prompt and courteous manner.
- Prepare proper documentation and notifications; perform proper escalation, tracking, and follow-up.
- Promptly respond to and address escalations related to the Coverage & Access portion of the patient journey.
- Drive improved efficiency and effectiveness of customer service to Associate Director of Coverage & Access
- Annual Reimbursement.
- Monitor performance, attendance, and quality of the Coverage & Access Specialists you oversee to drive service excellence and KPI and SLA achievement through partnership with contractor vendor.
- Work closely with Performance Excellence to monitor call and system performance of Coverage & Access Specialists. Ensure monitoring outcomes are addressed.
- Identify trends in team performance to assist in identification of process improvements.
- Share and encourage best practices for supporting optimal Coverage & Access operations; foster a collaborative team environment; foster a culture of innovation.
- Along with the Associate Director of Coverage & Access, Annual Reverification, communicate regularly regarding policy changes, improvement opportunities, and Working Practice Document (WPD) changes.
- Work with cross functional partners in both the PSC and Novartis Patient Support (NPS) to ensure the Coverage & Access Specialist have all required information to perform effectively.
- In the ‘off season’ of Annual Reverification, this role is expected to work directly with the Associate Director of Coverage & Access
- Coordinate with external vendor in staffing of Annual Reverification Coverage & Access Specialists that will be part of the team, generally June through September of each year.

Novartis Compensation and Benefit Summary: The pay range for this position at commencement of employment is expected to be between $88,000 and $132,000/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 abi


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