Manager, Programs and System Training

Novartis•East Hanover, NJ

2d•Hybrid

About The Position

This position will be located at the East Hanover, New Jersey site and will not have the ability to be located remotely. This position will require travel as defined by the business (domestic and/or international). The Manager, Programs & Systems Training will be aligned to intake, program case management, coverage and access, and/or system training functions, and will be responsible for supporting the creation of program and system curricula, supporting MAP/FUSE approval, and facilitating trainings for new hires and continuous learnings.

Requirements

Three (3) years of work experience in a healthcare or pharmaceutical training and development capacity.
Previous experience working with systems, technology and business applications (Salesforce CRM, LMS systems, Microsoft suite, Outlook, Publisher, Project and Visio).
Experience working with contact centers and/or central support operations, including but not limited to hub/pharma functions, case management, benefit verification, etc.
Skilled in public speaking and facilitation of training classes for in person and remote teams.
Strong interpersonal, communication, influencing and analytical skills.
Ability to manage multiple projects and consistently meet deadlines.

Nice To Haves

Experience building training program curriculum, designing content and facilitating training for business systems and technology.
Key understanding of Adult Learning Principles, Curriculum Design, Instructional Design, Adult Learning Principles, Learning Analytics & Measurement.
Excels at interacting with a diverse group of people, including line managers and matrixed partners.

Responsibilities

Assist the Associate Director, Systems Training with creating product programs and system curricula, as well as operational plans and trainings for transitioning brands, new launches, label expansions/updates, program sunsets, and routine system updates.
Conduct trainings using adult learning principles to enhance agent competency and knowledge retention of training curricula.
Ensure high-quality delivery of training through various methods such as live and virtual facilitation, train-the-trainer sessions, peer-based teaching, guided practice sessions, experiential learning, and problem-solving activities, utilizing appropriate technologies.
Execute pull-through opportunities and provide refresher trainings for curricula.
Implement competency models, needs assessments, simulations, and certifications to ensure supervisors and agents are ready and proficient in specific branded programs (e.g., onboarding, copay, benefits verification, adherence), systems (e.g., Salesforce, Genesys), technologies (e.g., triage, eFax, portals), and business applications (e.g., artificial intelligence, electronic benefits verification/prior authorization, government checks).
Demonstrate subject matter and technical expertise in the assigned function, including knowledge of business processes, operational flows, program design, and operational challenges in areas such as intake, program case management, reimbursement, and/or systems training.
Maintain up-to-date trainings that effectively emphasize compliance reporting requirements, including reporting technical complaints, adverse events, and special case scenarios related to Novartis products within 24 hours of receipt.
Collaborate with many individuals across NPS and PSC leaders, PSC Operations, Training, Marketing, Legal, People & Organizations, Ethics Risk Compliance, Service Business Partners