.Job Description SummaryThe 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.The Real Time Analyst plays an essential role within the PSC contact center operations, focusing on monitoring and analyzing real-time contact volumes and staffing levels to ensure customer service targets are consistently met.
This position involves a keen eye for detail and a strong ability to interpret data to make informed decisions.The Real Time Analyst will be a member of the PSC Workforce Management (WFM) group who will manage the daily operational needs of WFM as the group manages and optimizes multi-site patient support center service levels, productivity, adherence, and scheduling.
The role is responsible for supporting WFM in meeting performance goals, and project timelines.By adjusting resources to match incoming contact patterns, the Real Time Analyst helps maintain service level agreements (SLAs) and improve patient satisfaction.
Their work supports the seamless operation of the PSC contact center, ensuring that the right number of agents are available at the right times to address patient needs efficiently.
Through their efforts, the Real Time Analyst contributes to the overall effectiveness and efficiency of the patient service team, making them an integral part of the operations.Job DescriptionYour responsibilities will include, but are not limited to:Monitor real-time contact volume and agent availability to ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).Manage the PSC Attendance Line, enter unplanned absence exceptions in the Workforce Management platform and communicate absence reporting to operations teams.Coordinate with WFM Analysts on potential intraday forecast adjustments based on actual traffic and staffing levels to optimize resource allocation and operational efficiency.Coordinate same day schedule adjustments, including breaks and meal timings, to meet unexpected demand.Analyze real-time contact center performance data to identify trends, anomalies, or issues affecting patient service delivery.Communicate with operational teams and supervisors to relay real-time insights and initiate pre-aligned rapid action plans (RAP) to respond and address immediate service level risks and opportunities.Contribute to root cause analysis feedback to WFM group and Operations Teams.Document and report on incident resolutions, including impact of real-time decisions on daily service level results