Customer Operations, Patient Support Manager

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $108.5k - $201.5k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

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Novartis

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1996

🏥 Healthcare

💼 Consulting

🏭 Manufacturing

Healthcare • Consulting • Manufacturing

Novartis is an innovative medicines company dedicated to reimagining medicine to improve and extend people’s lives. With a presence in over 250 million patients worldwide, Novartis focuses on harnessing scientific breakthroughs to develop transformative, high-value treatments in areas such as cardiovascular, renal and metabolic diseases, immunology, neuroscience, and oncology. The company is committed to diversity, equity, and inclusion, and aims to create a positive impact through societal contributions and environmental sustainability efforts. Furthermore, Novartis engages in research collaborations and embraces modern technology platforms to advance their research and development capabilities, making them a leader in the global healthcare industry.

📋 Description

• Support end-to-end commercial and clinical order management and patient support services administration for treatment centers within an assigned U.S. geography • Serve as the single point of contact for order logistics and patient support services inquiries from initial order submission through final product delivery • Handle inbound customer inquiries and conduct outbound follow-up communication • Work cross-functionally with cell therapy operations, supply chain, manufacturing, quality assurance, legal, regulatory, commercial, and medical teams • Contribute to innovative solutions that enhance customer experience and improve management efficiency • Recognize and process Potential Adverse Events according to Novartis training and processes • Facilitate virtual or in-person training for hospital account teams on Patient Support Services and Ordering Procedures • Manage Patient Services requests for assigned accounts • Build relationships with treatment center staff, including prescribers, nurse coordinators, social workers, finance teams, and other healthcare professionals • Communicate Patient Support Services outcomes directly with patients and caregivers

🎯 Requirements

• Bachelor's degree preferred • Minimum of 3 years in customer support/service or patient-facing experience preferred • Understanding of the pharmaceutical industry and healthcare business service offerings and customer needs • Strong track record of successful team collaboration and delivery of results • Supply Chain/Logistics experience is a plus • Ability to work scheduled hours, generally an 8-hour shift • Ability to work 12:00 PM EST–8:00 PM EST, subject to change for business needs • Willingness to provide holiday support

🏖️ Benefits

• Performance-based cash incentive • Eligibility to be considered for annual equity awards, depending on role level • Health benefits • Life benefits • Disability benefits • 401(k) with company contribution and match • Vacation • Personal days • Holidays • Other leaves • Reasonable accommodation for individuals with disabilities