Associate Director, NPS Neuromuscular Program Strategy & Operations

Novartis•East Hanover, NJ

3d•Hybrid

About The Position

The Associate Director of NPS Neuromuscular Program Strategy and Operations will play a key role in strategy and operations supporting product ordering, logistics and connection to other patient services. The associate is responsible for working with internal and external stakeholders (including vendors) to implement new programs and optimize current operations with the goal of delivering a quality customer and patient experience at scale. This includes designing new processes, implementing new programs/tools/resources, supporting team training efforts and assessing performance. The associate will develop data driven insights to inform key business decisions. The associate also serves as a key point of contact in the collaboration with department leadership, market access, legal, finance, and compliance colleagues.

Requirements

Bachelor’s Degree, (PharmD, RN or MBA a plus)
7+ Pharma commercial experience, with 3 of those years of experience operating in patient services space and/or market access is required
Proven success in Hub Services
Ability to connect commercial, financial, and clinical perspectives to develop enhanced value messages and strategies
Comprehensive understanding of access journey for a patient with ability to diagnose issues and impact across comprehensive set of channel participants and vendors
Strong written and verbal communication skills, including comfort level with senior management presentations
Strong experience with sales force communication
Proven track record leading across cross-functional teams

Nice To Haves

In depth knowledge of specialty and buy and bill product distribution and service company business models
In-depth knowledge and understanding of rare disease patient services challenges and opportunities
Experience with specialty/buy and bill products
Home office marketing experience
Previous consultant or vendor experience

Responsibilities

Develop and drive adoption of enhanced customer-centric capabilities to deliver high quality support to internal and external stakeholders
Engage with NPS Neuromuscular team to define process optimization opportunities
Support delivery of systems and tools in partnership with IT (as well as 3rd parties) to support product fulfillment, patient access and the customer experience
Measure and analyze key performance metrics and drive continual process improvement. Metrics includes but are not limited to: customer satisfaction, new systems/application adoption, and internal stakeholder satisfaction
Own and resolve escalations related to customer engagement
Lead team training efforts to ensure effective adoption of new processes and tools
Serve as day-to-day liaison with Novartis Neuromuscular colleagues to coordinate and streamline processes across Patient Services, Finance and Customer Services
Provide regular updates to department leadership on program performance, as well as coordinate and facilitate monthly and quarterly business reviews
Work closely with internal and external stakeholders to ensure data exchanges and associated reporting are timely and accurate
Communicate to leadership key operational events as they arise to ensure effective business understanding and/or necessary coordination and adjustments
Ensure alignment with NPS & Brand strategies to develop tools necessary for NPS Access & Reimbursement Teams to help eliminate coverage barriers for patients.
Partner with NPS Content Center of Excellence (CoE) to adhere to the enterprise content approach
Partner with NPS Content CoE and external creative agencies to develop communication strategies and materials necessary to execute and educate on NPS programs
Ensure “sign-off” of concept, develop content and submission of materials in FUSE/MAP and rollout/communication plan of tactics to field and front-line patient support associates in the Patient Support Center and/or external Hub partners
Identify opportunities to apply learnings and content across diseases areas with an Enterprise approach in collaboration with the NPS CoEs
Partner with legal and compliance teams to ensure programs are compliant and evolve as needed based on new laws / regulations with minimal or no oversight
Responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes.