Associate Director, Case Management

Job Description Summary

#LI-Hybrid - Are you a forward‑thinker who can adapt and grow with the evolving Novartis Patient Support landscape?

Join Novartis as an AD, Case Management, working under the Director of Case Management, and be responsible for managing all aspects of Patient Support Center program operations and leading a team of Case Manager Supervisors, while holding high level responsibility for management of the Case Manager work responsibilities, ensuring all activities are compliant with Novartis policies and procedures. The AD, Case Management will serve as the subject matter expert (SME) for the Case Manager role and key responsibilities will include monitoring the team’s activity, achievement of Service Level Agreements (SLAs), Key Performance Indicators (KPIs), productivity/quality, brand specific program’s operational health and serves as the single point of contact for program needs with key stakeholders.

Location/Travel:
This position will be office‑based in either East Hanover, NJ or Tempe, AZ and will not have the ability to be located remotely. This position will require up to 20% travel as defined by the business (domestic and/or international). Please note that this role would not provide relocation, and only local candidates will be considered.

Hybrid Working Requirements:
Ability to work on‑site (East Hanover, NJ or Tempe, AZ) 3 days per week.

• Lead, coach and motivate a dedicated team of Case Managers aligned to the therapeutic area and/or brand‑specific program; responsible for their ongoing growth and development of Navigator team, including ensuring completion of training on marketplace and therapy area changes, and managing their performance against set objectives at the PSC.
• Managing the workload and assigned responsibility scope to ensure appropriate coverage of patients and physicians offices, as well as aligned field partners.
• Seeking ways to improve the patient/provider experience and working cross‑functionally with PSC colleagues to develop and implement improvements to the program.
• Forming strong partnerships with Central Operations functions for CRM system operations, technical escalations, and optimization.
• Collaborates with Performance, Quality, and Excellence (PQE) to monitor call and system performance of Case Managers. Ensure monitoring outcomes are executed at the individual and team level. Schedule coaching, huddles, and other sessions to positively impact overall performance and compliance of team.
• Responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes.
• Serve as program Case Management liaison and single point of contact for the entire patient journey (including coverage and access) for all key stakeholders (e.g. Disease State Team), and Field Reimbursement counterparts.
• Collaborate with many individuals including PSC Leaders, PSC Operations, Training, Marketing, Legal, People & Organizations, Ethics Risk Compliance, and Service Business Partners.
• Oversee 5‑7 Supervisors that directly manage and support a team of 10‑14 Case Managers each, ensuring operational excellence and aligning with SLAs, KPIs, and agent specific metrics.
• Collaboration with the Training and Documentation teams on the design, documentation, and administration of process and systems‑based training, including agent simulations and certifications.

• Education: Bachelor’s Degree required; advanced degree preferred, including but not limited to Pharm
  
  D, RPh, PA, etc.
• 5+ years of experience in pharmaceutical, biotech, access/reimbursement, patient support center or related/applicable 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 with understanding of privacy laws and regulations including HIPAA and similar state laws.
• Successful experience in hiring, developing, and managing diverse high performing teams towards meeting and exceeding objectives.
• Strong leadership, teaching, planning and organization, data and analytics, decision…