Team Lead – Reimbursement Specialist Team (Tempe)

Your Responsibilities:

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 revenue. PSS 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 Pharma. We have an incredible opportunity to formulate exciting new partnerships to deliver transformative patient services. The 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.

Overview over job:

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 interactions. Also, 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 information. Some 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.

Location: Arizona

The pay range for this position at commencement of employment is expected to be between $84,000 - $126,000 /year; however, while salary ranges are effective from 1/1/23 through 12/31/23, fluctuations in the job market may necessitate adjustments to pay ranges during this period. Further, final pay determinations will depend on various factors, including, but not limited to geographical location, experience level, knowledge, skills and abilities. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

What you’ll bring to the role:

Education:
o High School Diploma required; Associates or Bachelor’s degree preferred

Experience:

• Required Experience:

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

• Desired Experience:

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 break. Schedule 1 hours: 8 am – 5 pm ET, Schedule 2 hours: 11 am – 8 pm ET, Monday through Friday
o For Patient Support Center (PSC) Roles with a Dedicated Training Period: The individual hired for this role will be required to successfully complete initial training, including passing simulations and become certified to do the role.

You’ll receive:
Competitive salary, annual bonus, health insurance, paid vacation/holidays, potential flexible working arrangements, subsidized dining facilities, employee recognition scheme.

Why consider Novartis?
750 million. That’s how many lives our products touch. And 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 environment. Where you’re given opportunities to explore the power of digital and data. Where 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.

We are Novartis. Join us and help us re-imagine medicine.

Innovative Medicine US

Novartis Patient Support

USA

Phoenix, AZ

Novartis Pharmaceuticals

Market Access

Full Time

Regular

No

No