Associate Director, NPS Performance ExcellenceJob ID: REQ-10029383
Location: Mexico
SummaryOne of the most important functions in today's biopharmaceutical industry is patient services. As ease of accessing HCP prescribed medications has become more difficult, the ability of a company to build, design, implement, and run dynamic end-to-end patient support offerings has become critical to patients successfully starting and staying on therapy. This role is responsible for managing the people, processes, and tools that deliver outstanding Contact Center performance. You will manage a team of analysts assigned to support the Patient Support Center (PSC). The PSC is a Novartis managed, internal PSS Contact Center staffed by these customer-facing roles: Reimbursement Specialist, Case Navigator, and Intake Specialist.
Your team is responsible for performance evaluation and coaching the customer-facing PSC role's use of approved talking points, FAQs, knowledge articles, processes, procedures, and CRM and telephony-based systems tools employed to support patients, caregivers, payors, and/or HCPs via phone and other support channels (email, fax, SMS, IVR as examples).
About the RoleYour responsibilities will include, but are not limited to: Meet and exceed performance metrics, operations reporting, customer satisfaction, and coaching.Coordinate and lead work for management of performance issues, escalations through to resolution, corrective and preventive actions; provide guidance and advice on performance evaluation as a subject matter expert (SME) and adviser for other teammates, working with the PSC and across PSS.Play an active role to maintain and build enterprise performance operations tools, methodologies, people, and processes.Ability to work effectively as a people manager and in a team structure; maintain strong cross-functional ties with key business partners.Calculate, record, and analyze call, case, and agent performance data and report and present Key Performance Indicators (KPIs) to management and/or customers; identify areas of greatest need or opportunity for improvement leveraging technology tools employed for call recording, sentiment analysis.Routinely assess training compliance and intervene to address training compliance problems.As a people manager and leader, you are responsible for performance management, recruiting, interviewing candidates, and team culture and satisfaction.What you'll bring to the role: Bachelor's Degree required/desired.Required Experience: 5+ years' experience in pharmaceutical hub, case, reimbursement, and/or patient services operations.5+ years of contact or call center process, call monitoring with a history of leading continuous performance improvement initiatives.A history of meeting and exceeding performance metrics, operations reporting, customer satisfaction, and coaching.Effective leadership skills, including change management for rapidly changing technology and growth in the number of PSC roles onboarding.Experienced in establishing and cultivating relationships; able to collaborate effectively with key stakeholders and partners across the organization.Ability to work in a fast-paced team environment and handle multiple programs and tasks.Ability to analyze problems, identify alternative solutions, and implement recommendations for resolution.Working with QA monitoring systems such as Genesys, NICE, Verint, or other solutions.Ability to grow with the evolving Patient Support Center landscape.Ability to build, inspire, and motivate a team.Travel as required to East Hanover NJ, Tempe AZ, Hyderabad India.Preferred Experience: Knowledge of call center industry practices, reimbursements and payer systems, healthcare protocols, and US Healthcare system processes.Omni-channel experience supporting monitoring of voice calls, transcription recordings, chat, SMS, fax.Use of varied approaches to motivate, engage, and grow an employee-centric high-performing team.Experience with effectively managing in a rapidly changing business environment.Experience with quality monitoring systems, benchmarks, metrics, and processes. AI experience a plus.Why Novartis: Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting, and inspiring each other. Combining to achieve breakthroughs that change patients' lives. Ready to create a brighter future together? Learn more.
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Functional Area: Quality
Job Type: Full time
Employment Type: Regular
Shift Work: No
Accessibility and AccommodationNovartis is committed to work with and provide reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the recruitment process, or in order to perform the essential functions of a position, please send an e-mail to ****** and let us know the nature of your request and your contact information. Please include the job requisition number in your message.
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