Director of Program Operations, NPAF- Remote

Novartis • East Hanover, NJ

3d • Remote

About The Position

Location: Remote This position can be based remotely anywhere in the U.S. (there may be some restrictions based on legal entity). Please note that this role would not provide relocation as a result. The expectation of working hours and travel (domestic and/or international) will be defined by the hiring manager. As a leader in serving patients, Novartis Patient Assistance Foundation (NPAF) Inc. is a key resource for patients who may not be able to afford their Novartis medication. The Director of Program Operations is responsible for executing the strategy and on-going management of Novartis’ NPAF program operations. This role owns ongoing planning, evaluation / measurement, and optimization of program execution and operations across the portfolio. This role requires a highly collaborative and agile leader to liaise with multiple internal and external stake-holders and has an accountability to execute on this mission with high integrity, and in service of patients and in compliance with all applicable laws, regulations, policies and fulfilling all appropriate obligations to the Donor. Working under the direction of the Executive Director, NPAF, you will be involved in all aspects of program operations required to meet the NPAF objectives and the customer / patient needs. This role is responsible for strategy and operations of customer-facing vendors or 3rd party teams providing support to patients and engaging with physician office staff, pharmacists, and internal partners. You must be able to react and adapt operational processes and procedures as the market landscape, customer experience, compliance, and/or regulatory environments evolve. You will support team members to provide unbiased support and resolution for customer requests and incidents - accurately and efficiently answer escalations that are received from patients, their caregiver, and members of their healthcare team or internal partners (such as media) and educate and inform them as appropriate based on their needs.

Requirements

• Education: Bachelor’s Degree required; advanced degree preferred (e.g., MHA, MBA) or clinical degree, including but not limited to PharmD, RPh, PA, etc.
• Internal Engagements: This position will collaborate with many individuals across NPS and PSC Leaders, Customer Engagement, Legal, Ethics Risk Compliance, and Service Business Partners
• Required Experience: 7+ years of pharmaceutical industry or related healthcare or consulting experience.
• 2+ years of leading call center/hub operations teams.
• Comprehensive knowledge of patient support offerings including benefits verification, patient assistance programs, and specialty pharmacy interactions.
• Knowledge of HIPAA regulations, patient privacy, and other relevant regulations.
• Strong analytical acumen and ability to apply data driven insights for operational improvements.
• Strategic thinker who can adapt and grow with the evolving foundation landscape.
• People management; coaching and development of associates.
• Ability to build, inspire, and motivate a team.
• Proficient in Microsoft Office tools and CRM systems (e.g. Salesforce).

Nice To Haves

• Preferred Experience: 3+ years of progressive leadership in customer service management roles, ideally in biotechnology or pharmaceuticals.
• Experience working for a Patient Assistance Foundation.
• Strong compliance mindset, high level of integrity and ethical judgment, demonstrated experience in fostering compliance with company policies and procedures.
• Strong ability to collaborate and work cross-functionally within a matrix environment.

Responsibilities

• Drive efficient and effective program operations that align with our objectives.
• Taking ownership of the development and implementation of a standardized operational, best-in-class approach that is focused on delivering the best results for our customers.
• Overseeing the performance of our patient journey ensuring that we meet our Service Level Agreements (SLAs), and Key Performance Indicators (KPIs).
• Working collaboratively with various stakeholders to enhance existing programs and support the successful launch of new brands with NPAF.
• Cultivating strong partnerships with NPS COE teams as needed including Vendor Management to ensure optimal program operations.
• Ensuring strict compliance and maintaining high-quality standards, escalating and resolving issues promptly and in accordance with established timelines.
• Responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes

Benefits

• US-based eligible employees will receive a comprehensive benefits package that includes health, life and disability benefits, a 401(k) with company contribution and match, and a variety of other benefits.
• In addition, employees are eligible for a generous time off package including vacation, personal days, holidays and other leaves.

What This Job Offers

• Job Type: Full-time
• Career Level: Director