Manager, Enterprise Operations

Novartis•East Hanover, NJ

1d•Hybrid

About The Position

The Manager, Enterprise Operations Support is responsible for the efficiency and effectiveness of PSC processes and ways of working for an associated PSC function, which includes intake, case management, coverage and access, and others. As part of the role, the Manager is responsible for the creation of PSC processes and their associated lifecycle and optimization through process mapping and application of best practices. This position works closely with PSC Program Management, as well as cross-functional Novartis Patient Support (NPS) functions, including Disease State Teams (DSTs), Platform Strategy, Launch Excellence, Performance Excellence, and Data Analytics. Critical success factors include the Job Description Key Responsibilities: Creating and optimizing PSC processes through process mapping and best practices Supporting the operational agenda and priorities for program transitions, new launches, technologies, and capabilities both short-term and long-term Collaborating with DSTs, Launch Excellence, and Platform Strategy to execute program transitions and new launch planning, specifically focusing on operational process mapping and enterprise functional operations Applying an enterprise lens to all operational processes within the Patient Support Center (PSC) to drive efficiency and effectiveness Creating operational process maps for the PSC, leveraging subject matter expertise and aligning with matrixed partners for deployment planning and dependencies Participating in Go-To-Market and NPS meetings to understand NPS requirements and translating them into PSC operational needs Ensuring efficient and effective PSC processes and ways of working across intake, case management, coverage and access Supporting the process and technology roadmap for the newly created Enterprise Operations Support team to fully realize scale and efficiencies Collaborating with PSC Program Management, as well as various cross-functional NPS functions like DSTs, Platform Strategy, Launch Excellence, and Performance Excellence

Requirements

Bachelor's Degree, advanced degree preferred
Three years of pharmaceutical, life sciences consulting and/or pharmaceutical vendor experience
Experience working in a pharmaceutical contact center
Strong interpersonal, communication, influencing and analytical skills
Ability to manage multiple projects and consistently meet deadlines
Working knowledge and understanding of patient access and reimbursement services, including prior authorization, appeals, and other payer utilization management mechanisms
Knowledge of commercial copay programs, patient assistance programs and foundation support
Knowledge of HIPAA, patient privacy, and other legal policies applicable to working in a patient support center
Excels at interacting with a diverse group of people, including line managers and matrixed partners
Proactive, entrepreneurial approach to recognizing needs and anticipating issues and solving problems

Nice To Haves

Experience in building, implementing, and launching patient support programs as well as partnering with specialty pharmacies

Responsibilities

Creating and optimizing PSC processes through process mapping and best practices
Supporting the operational agenda and priorities for program transitions, new launches, technologies, and capabilities both short-term and long-term
Collaborating with DSTs, Launch Excellence, and Platform Strategy to execute program transitions and new launch planning, specifically focusing on operational process mapping and enterprise functional operations
Applying an enterprise lens to all operational processes within the Patient Support Center (PSC) to drive efficiency and effectiveness
Creating operational process maps for the PSC, leveraging subject matter expertise and aligning with matrixed partners for deployment planning and dependencies
Participating in Go-To-Market and NPS meetings to understand NPS requirements and translating them into PSC operational needs
Ensuring efficient and effective PSC processes and ways of working across intake, case management, coverage and access
Supporting the process and technology roadmap for the newly created Enterprise Operations Support team to fully realize scale and efficiencies
Collaborating with PSC Program Management, as well as various cross-functional NPS functions like DSTs, Platform Strategy, Launch Excellence, and Performance Excellence