Specialist, Patient Services - Customer Operations

Job Description Summary

Job Description

Key Responsibilities:

• Participates in daily/weekly calls as necessary to be operationally up to speed on all projects and issues within the RLT platform
• Ensure accurate and timely order management of the RLT and cell/gene therapy portfolio, by overseeing the entire order process, working with field teams, trade operations, supply chain, manufacturing and couriers, ensuring and maintaining accountability and compliance to established procedures and timelines.
• Partner with NPS field associates to provide escalation support for order management issues, ensuring timely resolution by coordinating with relevant teams and maintaining clear communication with stakeholders.
• Partner with cross-functional stakeholders to provide accurate and timely customer feedback
• Handle complex interactions and/or cases as it pertains to navigating product ordering and delivery
• Prepare proper documentation and assist in the creation of training materials and documentation to support the broader RLT E2E CS team; perform proper escalation, tracking, and follow-up
• Responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes.

Essential Requirements:

• High school diploma or GED required with 5 years of equivalent experience within customer service and/or operations; bachelor's degree preferred
• 2+ years of progressive business experience in the biopharmaceutical or healthcare industry with broad understanding and 1+ year of customer service/patient support experience
• Ability to manage multiple projects and consistently meet deadlines
• Strong written/verbal skills, excellent interpersonal, and time management skills with ability for productive collaboration across varying departments
• Proficient in Excel and PowerPoint
• Detail oriented problem solver who can make clear-headed decisions while under pressure
• Be available on-call outside regular hours, including weekends, to address business needs related to supply chain, delivery, and customer issues.
• Able to provide holiday support to the Customer Service/Patient Support team

Desirable Requirements:

• Skilled in navigating systems related to product ordering and case management
• Oncology or cell and gene therapy experience

Novartis Compensation Summary: The salary for this position is expected to range between $81,200 and $150,800 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