Specialist, Patient Services - Customer Operations

Novartis • East Hanover, NJ

117d • $81,200 - $150,800

About The Position

Join Novartis in the role of Specialist, Patient Service - Customer Operations where you will provide support to the Advanced Technology Platforms (ATP) End-to-End (E2E), collaborating with the Manager, ATP E2E Customer Service (CS) Operations in driving successful product launches and program/platform enhancements, while maintaining a customer-centric focus and approach. This role will serve as the main point of contact for the Novartis Patient Services (NPS) cross-functional team to identify and escalate operational issues requiring resolution with the Radioligand Therapy (RLT) CS team and broader NPS teams and production, planning, and supply chain teams. This position will be based in East Hanover, NJ and will not have the ability to be located remotely. Please note that this role would not provide relocation, and only local candidates will be considered.

Requirements

• High school diploma or GED required with 5 years of equivalent experience within customer service and/or operations; bachelor's degree preferred
• 2+ years of progressive business experience in the biopharmaceutical or healthcare industry with broad understanding
• 1+ year of customer service/patient support experience
• Ability to manage multiple projects and consistently meet deadlines
• Strong written/verbal skills, excellent interpersonal, and time management skills with ability for productive collaboration across varying departments
• Proficient in Excel and PowerPoint
• Detail oriented problem solver who can make clear-headed decisions while under pressure
• Be available on-call outside regular hours, including weekends, to address business needs related to supply chain, delivery, and customer issues. Able to provide holiday support to the Customer Service/Patient Support team.

Nice To Haves

• Skilled in navigating systems related to product ordering and case management
• Oncology or cell and gene therapy experience

Responsibilities

• Participates in daily/weekly calls as necessary to be operationally up to speed on all projects and issues within the RLT platform
• Ensure accurate and timely order management of the RLT and cell/gene therapy portfolio, by overseeing the entire order process, working with field teams, trade operations, supply chain, manufacturing and couriers, ensuring and maintaining accountability and compliance to established procedures and timelines
• Partner with NPS field associates to provide escalation support for order management issues, ensuring timely resolution by coordinating with relevant teams and maintaining clear communication with stakeholders
• Partner with cross-functional stakeholders to provide accurate and timely customer feedback
• Handle complex interactions and/or cases as it pertains to navigating product ordering and delivery
• Prepare proper documentation and assist in the creation of training materials and documentation to support the broader RLT E2E CS team; perform proper escalation, tracking, and follow-up
• Responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes.

Benefits

• Health, life and disability benefits
• 401(k) with company contribution and match
• Performance-based cash incentive
• Eligibility for annual equity awards
• Generous time off package including vacation, personal days, holidays and other leaves

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Chemical Manufacturing
• Education Level: High school or GED