Team Lead - Reimbursement Specialist Team
Location
Hanover, PA | United States
Job description
About the role
Location: East Hanover, New Jersey
This position will be located at the East Hanover, NJ site or Tempe, Arizona and will not have the ability to be located remotely.
Scheduled hours for this position will be 10 am - 7pm EST or subject to change based on business need.
Roles will have 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.
Novartis Patient Support (NPS) is projected to support over 1.4 Million patients and impact nearly $4B of Novartis's US Pharma revenue. NPS 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 growth of an internal Patient Support Center (PSC) is a strategic priority for US Pharma. We have an incredible opportunity to formulate exciting new partnerships to deliver transformative patient ser-vices. The PSC 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 PSC will be responsible for providing support and in-formation 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 PSC!
Overview of the Role:
Working under direction of the Director of Reimbursement, you will be responsible for supporting the day-to-day operations of the (PSC) 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 support several Novartis US Pharma brands 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 several 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 the 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 Director, communicate regularly with the team regarding policy changes, improvement opportunities, and policies.
The pay range for this position at commencement of employment is expected to be between $88,000 and 132,000 per year; however, while salary ranges are effective from 1/1/24 through 12/31/24, 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 re-serves 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.
Role Requirements • Education:
oHigh School Diploma required; Associates or Bachelor's degree preferred
Experience:
• Required Experience:
oTwo (2+) years of proven Reimbursement experience completing Reimbursement activities (benefits checks, prior authorizations, billing/coding) with specialty products
oAbility to interpret, capture and document the details of payer conversations, in a timely and efficient manner
oProven experience in coaching/teaching/mentoring other co-workers
oExpertise working with data entry system(s), fax machines, computer software, and telephone technology
oExcellent phone and verbal communication skills - ability to follow oral and written directions
oAbility to collaborate with Novartis field teams who may be responsible for reimbursement activities with customers, and share insights
oDemonstrated strong performance over previous 6 -12 Months will be evaluated
oStrong phone and verbal communication skills - ability to follow oral and written directions
oForward thinker who can adapt and grow with the evolving Patient & Specialty Services landscape
Desired Experience:
Prior experience leading a team in call center environment
• Therapeutic area experience and specialty products experience
Other Work Requirements:
oWhen working from home, a quiet dedicated space where the employee can work without interruption
oAbility 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
Why Novartis: Our purpose is to reimagine medicine to improve and extend people's lives and our vision is to become the most valued and trusted medicines company in the world. How can we achieve this? With our people. It is our associates that drive us each day to reach our ambitions. Be a part of this mission and join us! Learn more here:
You'll Receive: You can find everything you need to know about our benefits and rewards in the Novartis Life Handbook.
Commitment to Diversity & Inclusion: Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.
Accessibility and Reasonable Accommodations: Individuals in need of a reasonable accommodation due to a medical condition or disability for any part of the application process, or to perform the essential functions of a position, please send an e-mail to
[email protected] 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.
Join our Novartis Network: If this role is not suitable to your experience or career goals but you wish to stay connected to hear more about Novartis and our career opportunities, join the Novartis Network here:
EEO Statement We are Equal Opportunity Employers and take pride in maintaining a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status. We are committed to building diverse teams, representative of the patients and communities we serve, and we strive to create an inclusive workplace that cultivates bold innovation through collaboration and empowers our people to unleash their full potential.
Accessibility and Reasonable Accommodations: Individuals in need of a reasonable accommodation due to a medical condition or disability for any part of the application process, or to perform the essential functions of a position, please let us know the nature of your request, your contact information and the job requisition number in your message:
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