Associate Director, Case Management

Novartis

. Manage all aspects of Patient Support Center program operations.

Posted 9/22/2026full-timeEast Hanover • Arizona • United StatesSenior💰 $126,000 - $234,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing Patient Support Center operations, leading diverse teams, and ensuring compliance with industry regulations. Proficient in Case Management, Patient Access Services, and utilizing CRM systems to enhance patient and provider experiences.

Highest-signal resume keywords

Patient Support Center ManagementCase Management ExpertiseLeadership and Team DevelopmentCRM Systems ProficiencyCompliance with HIPAA Regulations

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Case ManagementPatient Access ServicesData and AnalyticsRisk Evaluation and Mitigation Strategy (REMS)Service Level Agreements (SLAs)Key Performance Indicators (KPIs)Microsoft OfficeSalesforce

Soft Skills

LeadershipCoachingProblem SolvingCollaborationAdaptability

Tools & Technologies

CRM SystemsMicrosoft Office

Certifications & Qualifications

Bachelor’s DegreeAdvanced Degree (PharmD, RPh, PA preferred)

Industry Keywords

PharmaceuticalBiotechPatient SupportAccess/ReimbursementCompliance

About the role

Key responsibilities & impact

Manage all aspects of Patient Support Center program operations.
Lead, coach and motivate a dedicated team of Area Specialists aligned to the therapeutic area and/or brand-specific program.
Monitor team activity, Service Level Agreements (SLAs), Key Performance Indicators (KPIs), productivity and quality.
Manage team growth, development, training and performance against objectives.
Manage workload and assigned responsibilities to ensure coverage of patients, physicians’ offices and aligned field partners.
Improve the patient/provider/NPS experience and implement program improvements cross-functionally.
Serve as therapeutic area Area Specialist/Case Management liaison and single point of contact for the patient journey, including coverage and access.
Ensure compliance with Novartis policies and procedures and integration into Novartis culture and support resources.
Oversee Area Specialists and align operations with SLAs, KPIs and agent-specific metrics.
Collaborate with Training and Documentation teams on process and systems-based training, agent simulations and certifications.
Partner with Central Operations on CRM operations, technical escalations and optimization.
Monitor compliance and quality performance across calls and systems, and execute monitoring outcomes.
Maintain knowledge of industry trends and best practices.
Identify and report adverse events through established Novartis systems.

Requirements

What you’ll need

Bachelor’s Degree required; advanced degree preferred, including but not limited to PharmD, RPh, PA, etc.
5+ years of experience in pharmaceutical, biotech, access/reimbursement, patient support center or related/applicable industry.
2+ years of people management/leadership experience.
Comprehensive knowledge of Case Management and Patient Access Services.
Successful experience in hiring, developing, and managing diverse high performing teams towards meeting and exceeding objectives.
Strong leadership, teaching, planning and organization, data and analytics, decision making and problem solving skills.
Forward thinker who can adapt and grow with the evolving Novartis Patient Support landscape.
Proficient in Microsoft Office tools and CRM systems (e.g. Salesforce).
Understanding of privacy laws and regulations including HIPAA and similar state laws.
Risk Evaluation and Mitigation Strategy (REMS) Program Experience.
3+ years' experience with direct provider/caregiver/patient interaction.
Strong ability to collaborate and work cross-functionally within a matrix environment.
Successful leadership skills managing a team across multiple locations (both remotely and onsite) with direct reports.