AD, Content Planning & Standards

Novartis•East Hanover, NJ

1d•Hybrid

About The Position

The Associate Director, NPS Content Planning & Standards for the rare disease portfolio will be responsible for designing and delivering the best omni-channel content experience for patients, practices, and internal customers. This individual will report to the Executive Director, Content Planning & Standards and will be responsible for designing, building, and delivering enterprise content on our NPS platforms to provide the best patient support to our customers. This includes harmonizing enterprise templates for start forms, emails, faxes, text messages, websites, call materials, field materials, print and digital materials, etc. This role will also be accountable for the content approval process through MAP / FUSE and ensuring the templates remain updated. To do this successfully, this individual will bring a strong customer voice into all key enterprise content design decisions. This individual will also possess a deep understanding of our NPS programs, technology, processes and operations.

Requirements

Bachelor’s Degree required
4+ years of pharmaceutical, biotech or healthcare industry
Minimum of 2 years of experience in patient services and reimbursement operations, either in Pharma or at reimbursement HUBs
Demonstrated understanding within the Patient services technology landscape.
Product management experience in delivering customer service experience by leveraging omni-channel technologies.
Demonstrated ability to design, develop, and deliver content and template to patients and customers.
Business acumen - ability to link multiple insights across brands and channels to generate insights, prioritize business questions and develop effective recommendations.
Demonstrated partnering and influencing skills, stakeholder management, project management, people management.

Nice To Haves

MBA preferred
Rare disease launch experience preferred

Responsibilities

Support the enterprise template creation and delivery process by demonstrating a very strong understanding of patient services, including business processes, technology landscape, operational flows, program design, and operational challenges.
Demonstrate deep understanding of the patient services landscape, including Bene-fit Investigation, Prior Authorization, Co-pay, patient & practice authorizations, con-sent / opt-outs, and ongoing refill management solutions, for all product archetypes.
Single point of accountability for design, development, and approval (MAP/FUSE) of all NPS enterprise content / templates, including start forms, emails, faxes, text messages, websites, call materials, field materials, print and digital materials, etc.
Partner with UX and research teams to conduct scalable user research and testing to help understand how internal & external users inter-act with and feel about our content design.
Support ED Content Planning & with managing department budget and re-sourcing including third-party agencies, relationships, and deliverables; Creatively solve for missing information using internal and external sources.
Support the ED Content Planning & Strandards with increasing awareness and expertise of experience design best practices, standards and methods leading to more effective business management.