What are the responsibilities and job description for the CGT Customer Operations & Patient Services Manager position at Novartis?
Over 108,000. That’s how many US patients our oncology products touched in 2018. And while we’re proud of that, in this world of digital and technological transformation, we must also ask ourselves this: how can we continue to improve and extend even more people’s lives?
We believe the answers are found when curious, courageous and collaborative people like you are empowered to ask new questions, make bolder decisions and take smarter risks.
Execute a first in class order management, physician and patient support services hub for Cell and Gene Therapy in the US for commercial and clinical trial patients.
In coordination with Regional supply chain and selected external Partners, the CGT Customer Operations & Patient Services Manager, ensures a seamless process from milestone management to infusion. This is a critical role as it has direct impact to patients/customers and Novartis’ reputation.
Your responsibilities will include, but are not limited to:
The position is responsible for enhancing the Novartis CGT customer experience by executing a customer centric approach to operations management through support programs to health care professionals (both at infusion centers and from referring institutions) and patients and caregivers, providing white glove service in context of a treatment with Novartis CGT Treatment. The CGT Customer Operations & Patient Services Manager engages at the nexus between the manufacturing and supply functions and the patient/physician facing commercial, operational and medical teams and enables the timely and safe delivery of modified patient cells to patients.
We believe the answers are found when curious, courageous and collaborative people like you are empowered to ask new questions, make bolder decisions and take smarter risks.
Execute a first in class order management, physician and patient support services hub for Cell and Gene Therapy in the US for commercial and clinical trial patients.
In coordination with Regional supply chain and selected external Partners, the CGT Customer Operations & Patient Services Manager, ensures a seamless process from milestone management to infusion. This is a critical role as it has direct impact to patients/customers and Novartis’ reputation.
Your responsibilities will include, but are not limited to:
The position is responsible for enhancing the Novartis CGT customer experience by executing a customer centric approach to operations management through support programs to health care professionals (both at infusion centers and from referring institutions) and patients and caregivers, providing white glove service in context of a treatment with Novartis CGT Treatment. The CGT Customer Operations & Patient Services Manager engages at the nexus between the manufacturing and supply functions and the patient/physician facing commercial, operational and medical teams and enables the timely and safe delivery of modified patient cells to patients.
- Executing the first to Novartis and first in class unique HCP, Patient and caregiver Customer Services hub for Cell & Gene in the US, to manage both commercial and clinical cases.
- Supports assigned hospital accounts across the US in the order management process with coordination of the required logistics and delivering best-in-class customer services
- Independently drive resolution for customers by collaborating with cross functional teams and communicating with leadership as necessary
- The role works cross-functionally with the country teams, cell therapy operations, supply chain, manufacturing sites, quality assurance, legal, regulatory, commercial and medical teams to ensure that the Customer Service Center delivers against the need of our customers (both external and internal).
- Provide customer service support in handling inbound customer inquiries
- Conduct outbound follow-up communication to ensure timely and accurate service support to our customers
- Implement value adding customer services to HCPs, patients and caregivers to improve their customer experience.
- Proactively work on customer satisfaction and collect feedback, insights, and identify opportunities for improvement
- The working hours for this position will be 10:00 a.m. to 6:00 p.m. with the ability to be flexible.
EEO Statement
The Novartis Group of Companies 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.
Minimum requirements
What you’ll bring to the role:
Education: Bachelor’s degree minimum (or equivalent business experience)
Experience:
Why Novartis?
766 million lives were touched by Novartis medicines in 2021, and while we’re proud of this, we know there is so much more we could do to help improve and extend people’s lives.
We believe new insights, perspectives and ground-breaking solutions can be found at the intersection of medical science and digital innovation. That a diverse, equitable and inclusive environment inspires new ways of working.
We believe our potential can thrive and grow in an unbossed culture underpinned by integrity, curiosity and flexibility. And we can reinvent what's possible, when we collaborate with courage to aggressively and ambitiously tackle the world’s toughest medical challenges. Because the greatest risk in life, is the risk of never trying!
Imagine what you could do here at Novartis!
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 tas.nacomms@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.
COVID-19: While Novartis does not require vaccination at this time, for certain Novartis sites in the US all associates and candidates may be required to either upload an image of their COVID-19 vaccine card demonstrating proof of full vaccination for COVID-19 (or other similar evidence of vaccination) or proof of a negative COVID-19 test taken by the associate or candidate within the past seven days to enter any of our sites and/or customer office or healthcare facility, as well as prior to participating in other work related off-site meetings. Employees working in customer-facing roles must adhere to and comply with customers’ (such as hospitals, physician offices, etc.) credentialing guidelines, which may require vaccination. As required by applicable law, Novartis will consider requests for reasonable accommodation for those unable to be vaccinated. This requirement is subject to applicable state and local laws and may not be applicable to employees working in certain jurisdictions. Please send accommodation requests to Eh.occupationalhealth@novartis.com.
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: https://talentnetwork.novartis.com/network
Education: Bachelor’s degree minimum (or equivalent business experience)
Experience:
- 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
- Bilingual Spanish/English preferred
Why Novartis?
766 million lives were touched by Novartis medicines in 2021, and while we’re proud of this, we know there is so much more we could do to help improve and extend people’s lives.
We believe new insights, perspectives and ground-breaking solutions can be found at the intersection of medical science and digital innovation. That a diverse, equitable and inclusive environment inspires new ways of working.
We believe our potential can thrive and grow in an unbossed culture underpinned by integrity, curiosity and flexibility. And we can reinvent what's possible, when we collaborate with courage to aggressively and ambitiously tackle the world’s toughest medical challenges. Because the greatest risk in life, is the risk of never trying!
Imagine what you could do here at Novartis!
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 tas.nacomms@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.
COVID-19: While Novartis does not require vaccination at this time, for certain Novartis sites in the US all associates and candidates may be required to either upload an image of their COVID-19 vaccine card demonstrating proof of full vaccination for COVID-19 (or other similar evidence of vaccination) or proof of a negative COVID-19 test taken by the associate or candidate within the past seven days to enter any of our sites and/or customer office or healthcare facility, as well as prior to participating in other work related off-site meetings. Employees working in customer-facing roles must adhere to and comply with customers’ (such as hospitals, physician offices, etc.) credentialing guidelines, which may require vaccination. As required by applicable law, Novartis will consider requests for reasonable accommodation for those unable to be vaccinated. This requirement is subject to applicable state and local laws and may not be applicable to employees working in certain jurisdictions. Please send accommodation requests to Eh.occupationalhealth@novartis.com.
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: https://talentnetwork.novartis.com/network
Division
ONCOLOGY
Business Unit
ONCOLOGY BU
Country
USA
Work Location
East Hanover, NJ
Company/Legal Entity
Novartis Pharmaceuticals
Functional Area
Marketing
Job Type
Full Time
Employment Type
Regular
Shift Work
No
Early Talent
No
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