Director, PSC (Patient Support Center) Operations Insights

Job Description Summary

Job Description

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

What You'll Bring to the Role:

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

Novartis seeks 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.

Essential Requirements:

• 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 oriented with excellent communication and collaboration skills
• Management experience preferably within a matrix environment or second line leader. Ability to build, inspire, motivate, coach and develop a team
• Comfortable working in ambiguity with the ability to challenge traditional thinking to solve problems
• Demonstrated abilities to influence without authority, lead teams and develop/foster relationships with senior leadership

Novartis Compensation Summary:

The salary for this position is expected to range between $185,500.00 and $344,500.00 per year.

The final salary offered is determined based on factors like, but not limited to, relevant skills and experience, and upon joining Novartis will be reviewed periodically. Novartis may change the published salary range based on company and market factors.

Your compensation will include a performance-based cash incentive and, depending on the level of the role, eligibility to be considered for annual equity awards.

US-based eligible employees will receive a comprehensive benefits package that includes health, life and disability benefits, a 401(k) with company contribution and match, and a variety of other benefits. In addition, employees are eligible for a generous time off package including vacation, personal days, holidays and other leaves.

EEO Statement:

The Novartis Group of Companies are Equal Opportunity Employers. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status.

Accessibility and reasonable accommodations

The Novartis Group of Companies are committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or to perform the essential functions of a position, please send an e-mail to us.reasonableaccommodations@novartis.com or call +1(877)395-2339 and let us know the nature of your request and your contact information. Please include the job requisition number in your message.

Salary Range

Skills Desired