Key Responsibilities:
- Supports end to end, commercial and clinical order management and patient support services administration, for all treatment centers within an assigned US geography
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Serves as a trusted, knowledgeable, single point of contact for all inquiries regarding order logistics and patient support services, beginning with initial order submission all the way through to final product delivery. Provides customer service support in handling inbound customer inquiries and conducts outbound follow-up communication to ensure timely and accurate service support to our customers
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Works cross-functionally with cell therapy operations, supply chain, manufacturing, quality assurance, legal, regulatory, commercial, and medical teams to ensure that the Customer Service Center delivers against the needs of our customers (both external and internal).
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Contributes to improve and develop innovative solutions to deliver enhanced customer experience and more efficient management
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Recognizes and processes Potential Adverse Events in accordance to Novartis training and processes
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Facilitates training to hospital account teams, virtually or in-person, educating participants on Patient Support Services and Ordering Procedures
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Manages all Patient Services requests for assigned accounts to ensure timely and accurate response/handling
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Builds relationships with treatment center staff including prescribers, nurse coordinators, social workers, finance team and other healthcare professionals to better understand patient journey and account specific needs. Communicates patient Support Services outcomes directly with patients and caregivers
Essential Requirements:
- Education: Bachelor’s degree preferred
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Minimum of 3 years in customer support (service) or patient facing experience is preferred
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Understanding of the pharmaceutical industry and healthcare business service offerings and customer needs
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Strong track record of successful team collaboration and delivery of results
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Supply Chain / Logistics experience is a plus
Other Work Requirements:
- Ability to work the scheduled work hours, which generally will be an 8-hour shift: Working schedule will be 12:00 PM EST – 8:00 PM EST and may be subject to change to support business needs
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This position will require holiday support
Novartis Compensation Summary:
The salary for this position is expected to range between $108,500 and $201,500 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.
