Customer Operations & Patient Support Manager (12 pm - 8 pm EST)

Novartis · United States

Job Description Summary #LI-Remote This position can be based remotely anywhere in the U.S. (there may be some restrictions based on legal entity). Please note that this role would not provide relocation as a result. The expectation of working hours and travel (domestic and/or international) will be defined by the hiring manager. Every patient journey is unique, and in this role, your work will help ensure patients receive life-changing cell and gene therapies when they need them most. As a Customer Operations & Pa-tient Support Manager, you will serve as a trusted partner to treatment centers, patients, and caregivers, guiding them through complex treatment logistics while delivering exceptional service and support. This is an opportunity to make a meaningful impact every day by coordinating critical operations, solving challenges collaboratively, and helping create a seamless experience for those navigating some of the most important moments of their lives. Job Description 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
• 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
• 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).
• Contributes to improve and develop innovative solutions to deliver enhanced customer experience and more efficient management
• Recognizes and processes Potential Adverse Events in accordance to Novartis training and processes
• Facilitates training to hospital account teams, virtually or in-person, educating participants on Patient Support Services and Ordering Procedures
• Manages all Patient Services requests for assigned accounts to ensure timely and accurate response/handling
• 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

• Education: Bachelor’s degree preferred
• Minimum of 3 years in customer support (service) or patient facing experience is 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 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
• This position will require holiday support