Associate Director, Case Management

Job Summary

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. The AD, Case Management will serve as the subject matter expert (SME) for the Case Manager role and is accountable for ensuring all activities are compliant with Novartis policies and procedures.

This position will be office‑based in either East Hanover, NJ or Tempe, AZ and will not support remote work. Up to 20% travel is required (domestic and/or international). Relocation is not provided; only local candidates will be considered.

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 the Navigator team, including ensuring completion of training on marketplace and therapy area changes, and managing their performance against set objectives at the PSC.
• Manage workload and assigned responsibility scope to ensure appropriate coverage of patients and physicians’ offices, as well as aligned field partners.
• Seek ways to improve the patient/provider experience and work cross‑functionally with PSC colleagues to develop and implement improvements to the program.
• Form strong partnerships with Central Operations functions for CRM system operations, technical escalations, and optimization.
• Collaborate 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 the team.
• Identify and report 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 who directly manage and support a team of 10‑14 Case Managers each, ensuring operational excellence and alignment with SLAs, KPIs, and agent‑specific metrics.
• Collaborate 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 (Pharm
  
  D, RPh, PA, etc.).
• 5+ years of experience in pharmaceutical, biotech, access/reimbursement, patient support center or related industry with 2+ years of people‑management/leadership experience.
• 3+ years of 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‑making and problem‑solving skills.
• Proficient in Microsoft Office tools and CRM systems (e.g., Salesforce).
• Strong ability to collaborate and work cross‑functionally within a matrix environment with a high level of integrity and ethical judgment, and demonstrated experience in fostering compliance with company policies and procedures.

• Management of a patient support team, with experience in a specialty category a plus.
• Successful leadership skills managing a team across multiple locations (both remotely and onsite) with direct reports.

The salary for this position is expected to range between $126,000 and $234,000…