Director, PSC; Patient Support Center Operations Insights

Director, PSC (Patient Support Center) Operations Insights

Summary

Location:

East Hanover/ Tempe

The Insights and Decision Science (IDS) team is dedicated to enabling improved decision making at Novartis by leveraging data and advanced analytics capabilities to generate actionable insights that drive business growth. We collaborate closely with the US business, bringing insights and challenging ideas to empower smarter, data-driven decision‑making. Reporting into the ED, Reimbursement Insights & Analytics, the Dir, PSC Operations Insights plays a crucial role in providing insights and data‑driven analytics to support PSC Operations that align with the NVS’ mission to provide reimbursement support for patients and offices.

Working closely with the NPS, Patient Support Center and various cross‑functional teams across NPS and IDS, the Director, PSC Operations Insights drives analytical thought partnership to help enable eligible patients supported by the PSC to “start and stay” on Novartis medications as prescribed. This role also partners closely with Disease State Analytics teams within Reimbursement Insights & Analytics, and other teams across Access Insights & Analytics, IDS, to deliver networked insights on key PSC workflows including end‑to‑end transactional patient journey, including intake, case management, reimbursement, and adherence.

The Director, PSC Operations Insights, is also responsible for helping define and monitor performance against SLAs, KPIs, productivity and efficiency metrics across in market as well as launch brands.

This position will be located at East Hanover, NJ or Tempe, AZ site and will not have the ability to be located remotely. This position will require 15% travel as defined by the business (domestic and/or international).

Key Responsibilities

• Leading a team of analytics professionals across multiple US and ex-US locations, to study case progression along the PSC patient journey with the goal of driving optimal patient, caregiver and Health Care Provider (HCP) experiences
• Motivating and inspiring the team by fostering and celebrating an environment of continuous learning.
• Assessing and analyzing performance against enterprise SLAs, TA/brand KPIs, and agent-level productivity metrics; identifying opportunity areas across TAs and efficiencies for agent performance.
• Partnering with Disease State Teams (DSTs), NPS Platform Strategy to help monitor program performance through program transitions, new brand launches as well as Sales Force Product launches.
• Define pre-launch analytical needs including data assets, vendor partnerships, dashboards, reporting infrastructure, and resource planning
• Oversee and conduct complex analyses to address strategic questions and deliver actionable business recommendations through synthesized findings

Education: Bachelor’s Degree required; advanced degree preferred (e.g., MHA, MBA)

Novartis seeks an individual with extensive experience in Reimbursement Insights and analytics with a focus on call center / Patient Support Center analytics within the pharmaceutical industry. This individual should have a proven track record of effectively deriving actionable insights and collaborating with stakeholders. A strong analytical background is essential, with the ability to leverage advanced analytical tools and market research to identify opportunities for enhancing market access and understanding customer needs.

The candidate should be skilled in analyzing the implications of emerging policies and regulations on pricing models and profitability.

• Minimum 8+ years of analytics experience, showcasing a continuous growth in both responsibility and accountability
• Minimum 5+ years of reimbursement center operational analytics experience;
  Experience in Patient service/reimbursement analytics, market access analytics, or other related strategic analytics and management consulting a plus
• Proven track record of supporting data‑driven decision‑making, including assessing and identifying the support needed to address complex business challenges and enable shaping of organizational strategy.
• Results…