Job type full-time
Full job description
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 revenuePss 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 pharmaWe have an in-credible opportunity to formulate exciting new partnerships to deliver transformative patient servicesThe 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 interactionsAlso, 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 informationSome 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.
The novartis group of companies are equal opportunity employers and take pride in maintaining a diverse environmentWe do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected statusWe are committed to building diverse teams, representative of the patients and communities we serve, and we strive to create an inclusive workplace that cultivates bold innovation through collaboration and empowers our people to unleash their full potential.
What you’ll bring to the role:
O high school diploma required; associates or bachelor’s degree preferred
O proximity and ability to commute to work onsite in east hanover, nj minimally 1 week per month and for occasional meetings or events
The work hours are 10:00 am est - 7:00 pm est
O two (2+) years of proven reimbursement experience completing reimbursement activities (benefits checks, prior authorizations, billing/coding) with specialty products
O ability to interpret, capture and document the details of payer conversations, in a timely and efficient manner
O proven experience in coaching/teaching/mentoring other co-workers
O expertise working with data entry system(s), fax machines, computer software, and telephone technology
O excellent phone and verbal communication skills – ability to follow oral and written directions
O ability to collaborate with novartis field teams who may be responsible for reimbursement activities with customers, and share insights
O demonstrated strong performance over previous 6 –12 months will be evaluated
O strong phone and verbal communication skills – ability to follow oral and written directions
O forward thinker who can adapt and grow with the evolving patient & specialty services landscape
O prior experience leading a team in call center environment
Therapeutic area experience
O specialty products experience
Other work requirements:
O when working from home, a quiet dedicated space with internet/wifi service or the ability to obtain such service (novartis offers a subsidy to partially cover the cost of this technology) where the employee can work without interruption
O ability to work the scheduled work hours, which generally will be an 8-hour schedule with two paid rest breaks and an unpaid lunch breakThe hours of this job is 10:00 am - 7:00 pm est
Competitive salary, annual bonus, health insurance, paid vacation/holidays, potential flexible working arrangements, subsidized dining facilities, employee recognition scheme.
Why consider novartis?
769 millionThat’s how many lives our products touchAnd while we’re proud of that fact, in this world of digital and technological transformation, we must also ask ourselves this: how can we continue to improve and extend even more people’s lives?
We believe the answers are found when curious, courageous and collaborative people like you are brought together in an inspiring environmentWhere you’re given opportunities to explore the power of digital and dataWhere you’re empowered to risk failure by taking smart risks, and where you’re surrounded by people who share your determination to tackle the world’s toughest medical challenges.
Commitment to diversity & inclusion:
Novartis embraces diversity, equal opportunity and inclusionWe are committed to building diverse teams, representative of the patients and communities we serve, and we strive to create an inclusive workplace that cultivates bold innovation through collaboration, and
Empowers our people to unleash their full potential.
Join our novartis network: if this role is not suitable to your experience or career goals but you wish to stay connected to learn more about novartis and our career opportunities, join the novartis network here:
We are novartisJoin us and help us re-imagine medicine.
East hanover, nj