By 2023, Patient and 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 Reimbursement Specialist team within the Engagement Center Specialist will be responsible for providing support and information about the insurance coverage of their prescribed Novartis medicines.
* 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 direction of the Associate Director of Reimbursement, you will be responsible for supporting the day-to-day operations of the (PSS) Reimbursement Specialist Team.
You will focus on supporting the team's achieving Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), productivity, quality, and customer service.
You will help Reimbursement Specialists access / utilize Contact Center technology and access knowledge / content to efficiently conduct benefits and access processes for customers.
As a "Team Lead", you will specialize in a specific Novartis US Pharma brand and / or process to handle interactions. Also, you may act as a mentor or coach to other Reimbursement Specialists and contribute to operational process enhancements.
Your responsibilities will include, but are not limited to:
* Lead a team of 10-12 customer-facing Reimbursement Specialists with responsibility handling all aspect of a reimbursement case (benefits check, prior authorization and appeals, etc.). This work will focus on one of Novartis's specialty brands. * Evolve skills to navigate the payer landscape regarding Novartis programs over time . * Learn and utilize protocols, information and technology to gather patient coverage information. Some of this will be completed via phone calls to payers in a prompt and courteous manner. * Prepare proper documentation and notifications; perform proper escalation, tracking, and follow-up * As applicable, raise innovative ideas which will drive improved efficiency and effectiveness of customer service to Associate Director. * Prepare proper documentation, and notifications; perform proper escalation, tracking, and follow-up. * Monitor performance, attendance, and quality at the team level and lead coaching, training, and support to drive service excellence and KPI and SLA achievement. * Identify trends in floor behavior and performance to guide coaching, training, and communication; assist in identification of process improvements. * Share and encourage best practices for motivating Reimbursement Specialists; foster a collaborative team environment; foster a culture of innovation. * Along with the Associate Director, communicate regularly with the team regarding policy changes, improvement opportunities, and policies.