Major Responsibilities:

• Develop and drive adoption of enhanced customer-centric capabilities to deliver high quality support to internal and external stakeholders 

• Engage with NPS Neuromuscular team to define process optimization opportunities 

• Support delivery of systems and tools in partnership with IT (as well as 3rd parties) to support product fulfillment, patient access and the customer experience 

• Measure and analyze key performance metrics and drive continual process improvement. Metrics includes but are not limited to: customer satisfaction, new systems/application adoption, and internal stakeholder satisfaction 

• Own and resolve escalations related to customer engagement 

• Lead team training efforts to ensure effective adoption of new processes and tools 

• Serve as day-to-day liaison with Novartis Neuromuscular  colleagues to coordinate and streamline processes across Patient Services, Finance and Customer Services 

• Provide regular updates to department leadership on program performance, as well as coordinate and facilitate monthly and quarterly business reviews 

• Work closely with internal and external stakeholders to ensure data exchanges and associated reporting are timely and accurate 

• Communicate to leadership key operational events as they arise to ensure effective business understanding and/or necessary coordination and adjustments 

• Ensure alignment with NPS & Brand strategies to develop tools necessary for NPS Access & Reimbursement Teams to help eliminate coverage barriers for patients. 

• Partner with NPS Content Center of Excellence (CoE) to adhere to the enterprise content approach 

• Partner with NPS Content CoE and external creative agencies to develop communication strategies and materials necessary to execute and educate on NPS programs   

• Ensure “sign-off” of concept, develop content and submission of materials in FUSE/MAP and rollout/communication plan of tactics to field and front-line patient support associates in the Patient Support Center and/or external Hub partners 

• Identify opportunities to apply learnings and content across diseases areas with an Enterprise approach in collaboration with the NPS CoEs 

• Partner with legal and compliance teams to ensure programs are compliant and evolve as needed based on new laws / regulations with minimal or no oversight 

• Responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes. 

 Minimum Requirements: