Summary
The AD, Case Management will serve as the subject matter expert (SME) for the Case Manager role and be responsible for managing all aspects of Patient Support Center program operations. The position leads a team of Case Manager Supervisors, handles the case manager work responsibilities, and ensures compliance with Novartis policies and procedures. Key duties include monitoring the team's activity, achievement of Service Level Agreements (SLAs), Key Performance Indicators (KPIs), productivity/quality, maintaining the operational health of brand‑specific programs, and serving as the single point of contact for program needs with key stakeholders.
Location / Travel
The position will be based in East Hanover, NJ, Tempe, AZ, or can be based remotely anywhere in the U.S. (subject to legal entity restrictions). Relocation is not provided. The hiring manager will define working hours; the role requires up to 20% travel, domestic and/or international.
Key Responsibilities
* Lead, coach, and motivate a dedicated team of Case Managers aligned to therapeutic areas and/or brand‑specific programs; develop staff through training on marketplace and therapy area changes and manage performance against objectives.
* Manage workload and responsibilities to ensure appropriate patient and physician office coverage, including field partner alignment.
* Seek opportunities to improve patient/provider experience and collaborate cross‑functionally with PSC colleagues to implement program improvements.
* Forge strong partnerships with Central Operations for CRM system operations, technical escalations, and optimization.
* Collaborate with Performance, Quality, and Excellence (PQE) to monitor call and system performance; execute outcomes at individual and team levels, schedule coaching, huddles, and sessions to enhance performance and compliance.
* Identify and report adverse events via established Novartis systems in accordance with applicable processes.
* Serve as program Case Management liaison and single point of contact throughout the patient journey (coverage and access) for all key stakeholders, including Disease State Team and Field Reimbursement counterparts.
* Collaborate with PSC Leaders, PSC Operations, Training, Marketing, Legal, People & Organizations, Ethics Risk Compliance, and Service Business Partners.
* Oversee 5‑7 Supervisors who directly manage and support a team of 10‑14 Case Managers, ensuring operational excellence and alignment with SLAs, KPIs, and agent‑specific metrics.
* Partner with Training and Documentation teams to design, document, and administer process and systems‑based training, including agent simulations and certifications.
Essential Requirements
* Education: Bachelor’s Degree required; advanced degree preferred (e.g., PharmD, RPh, PA).
* 5+ years of experience in pharmaceutical, biotech, access/reimbursement, patient support center or related industry with 2+ years of people management/leadership experience.
* 3+ years’ experience with direct provider/caregiver/patient interaction.
* Comprehensive knowledge of Case Management and Patient Access Services, and understanding of privacy laws such as HIPAA.
* Proven success in hiring, developing, and managing diverse high‑performing teams to exceed objectives.
* Strong leadership, teaching, planning, organization, data and analytics, decision‑making, and problem‑solving skills.
* Proficient in Microsoft Office tools and CRM systems (e.g., Salesforce).
* Strong ability to collaborate across a matrix environment with high integrity and ethical judgment, and a track record of fostering compliance with company policies.
Preferred Qualifications
* Experience managing a patient support team, especially in specialty categories.
* Demonstrated leadership of a multi‑location team (remote and onsite) with direct reports.
Novartis Compensation Summary
The salary for this position ranges from $126,000 to $234,000 per year. The final offer reflects relevant skills and experience. Compensation may include a performance‑based cash incentive and Eligibility for annual equity awards. U.S. employees receive a comprehensive benefits package: health, life, disability, 401(k) with matching, and generous time‑off options.
Why Novartis
Helping people with disease and their families requires more than innovative science—it demands a community of smart, passionate people. Collaborating, supporting, and inspiring each other leads to breakthroughs that change patients’ lives. Ready to create a brighter future together? Learn more.
Benefits and Rewards
Learn about all the ways we’ll help you thrive personally and professionally. Read our handbook (PDF 30 MB).
EEO Statement
The Novartis Group of Companies are Equal Opportunity Employers. We do not discriminate in recruitment, hiring, training, promotion, or other employment practices for reasons of race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status.
Accessibility & Reasonable Accommodations
The Novartis Group of Companies are committed to providing reasonable accommodations to individuals with disabilities. If you require accommodation during the application process or in performing essential job functions, email [email protected] or call +1(877)395‑2339. Include the job requisition number in your message.
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