East Hanover, NJ12 days ago
Works proactively on customer satisfaction and collects feedback, insights, and identify opportunities for improvementContributes to improve and develop innovative solutions to deliver enhanced customer experience and more efficient managementRecognizes and processes Potential Adverse Events in accordance to Novartis training and processesCoordinates coverage for their accounts as needed when unavailable, and provides coverage and support for other Case Managers as neededFacilitates training to hospital account teams, virtually or in-person, educating participants on Patient Support Services and Ordering ProceduresManages all Patient Services requests for assigned accounts to ensure timely and accurate response/handlingBuilds 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 needsCommunicates patient Support Services outcomes directly with patients and caregiversMinimum RequirementsEducation: Highschool Diploma required, Bachelors degree preferredMinimum 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 needsStrong track record of successful team collaboration and delivery of resultsSupply Chain / Logistics experience is a plusHours of operations and holiday coverage: Hours of Operation are 8 AM to 8 PM ET. Major accountabilities:Supports end to end, commercial and clinical order management and patient support services administration, for all treatment centers within an assigned US geographyServes 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 deliveryWorks 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).Thinks independently and drives resolution for customers by collaborating with cross functional teams and communicating with leadership as necessaryProvides customer service support in handling inbound customer inquiriesConducts outbound follow-up communication to ensure timely and accurate service support to our customersImplements value added customer services to HCPs, patients and caregivers to improve their customer experience.