By 2023, Patient Specialty Services [PSS] is projected to support over 1.4 Million patients and impact nearly $4B of Novartis's US Pharma revenue. PSS provides mission critical support to Novartis brands by helping patients prescribed Novartis products with assistance to address any access challenges and get on medications needed to improve their health.
The creation of an internal Engagement Center is a strategic priority for US Pharma. We have an in-credible opportunity to formulate exciting new partnerships to deliver transformative patient services. The PSS team is uniquely positioned to help support our goal of providing appropriate medications to twice as many patients twice as fast.
The Engagement Center's Reimbursement Team will support all franchises by providing omni-channel customer support and patient access. By leveraging workforce management, technology, and through staff retention and engagement, it will ensure strong appropriate alignment with PSS goals. The team is committed to helping customers by improving delivery of medication access information.
* If you are customer-obsessed. * If you are energized by leading teams of people through change. * If you are motivated by measured outcomes.
You should consider joining the Novartis PSS Engagement Center.
Working under the Director, the Associate Director of Reimbursement Benefits Verification & Authorizations (BV&PA) responsible for managing all aspects of the Reimbursement (BV&PA) contact center operations, required to meet the PSS objectives and the customer / patient needs.
You will ensure that the team has access to the required tools, knowledge and content to efficiently and compliantly provide support and resolution for customer requests for benefits and coverage access for their Novartis prescribed medications.
Your responsibilities will include, but are not limited to: * Manage and support a team of 20-30 Reimbursement Specialists to ensure operational excel-lence and to address access and affordability needs of patients * Manage day-to-day operations of patient benefits verification and prior authorization operations, and any other access related processes. * Ensure that the Reimbursement team follows processes and maintain proper documentation, required to meet customer expectations and regulatory / compliance needs. * Manage customer experience by monitoring customer feedback, generate insights and execute experience recovery processes * Participate and prepare for product team meetings as requested or needed * Participate in and contributing to the continuous process improvement efforts and standardization of reimbursement processes and methods * Handle escalations from Reimbursement Specialists and provide guidance required to handle customer interactions * Identify new knowledge / content required for Reimbursement to provide PSS services * Maintain knowledge of industry trends and best practices.