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Novartis Pharmaceuticals Customer Experience Manager – Phoenix – Remote in Phoenix, Arizona

305973BR

Job ID:

305973BR

Job Description:

27 million. That’s how many lives our products touched in 2017. 200 projects currently in clinical development. 16 major approvals last year alone. These are achievements we’re incredibly proud of, but in this world of digital and technological transformation, we must 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 brought together in an inspiring environment. Where you’re given opportunities to explore the power of digital and data. Where you’re empowered to risk failure by taking smart risks, and where you’re surrounded by people who share your determination to tackle the world’s toughest medical challenges.

The Customer Experience Manager (CEM) will be the backbone of the new commercial approach to meeting customer needs and supporting appropriate patient access in a dynamic market. The Retina CEM will serve as the primary point of contact for a seamless relationship with Healthcare Providers, C-Suite Stakeholders, Reimbursement Personnel, Practice Administrators, Key Accounts and Integrated Delivery Networks.

We are Novartis. Join us and help us reimagine medicine

The Customer Experience Manager (CEM) will be the backbone of the new commercial approach to meeting customer needs and supporting appropriate patient access in a dynamic market. The Retina CEM will serve as the primary point of contact for a seamless relationship with Healthcare Providers, C-Suite Stakeholders, Reimbursement Personnel, Practice Administrators, Key Accounts and Integrated Delivery Networks.

The CEM will be responsible for engaging providers, key accounts and systems of care within the Retina Market. The CEM will utilize both face-to-face and virtual interactions based on the needs of the customer and the local market in order to respond to questions and concerns on access to our retina portfolio for appropriate patients. The CEM will be responsible for fully understanding and conveying approved clinical information, information on access and reimbursement as well as services to support patient onboarding. The CEM is responsible for strategic business implementation including; total office calls, sample allocations, limited reimbursement and patient access related information, product acquisition information and educational/promotional resources. In addition, the CEM will provide appropriate support for various marketing channel campaigns while adhering to all Novartis Pharmaceuticals Corporation (NPC) compliance and legal standards. This role will not have access to patient-identifiable information about patients enrolled in the product support program and will be responsible for triaging requests that are beyond the remit of the CEM to various partners such as Access & Re-imbursement and/or the MSL Team.

The CEM will be the primary commercial point of contact for Retina HCPs and accounts. They will per-form the following job responsibility while adhering to all applicable laws, regulations and Novartis Pharmaceuticals Corporation (NPC) policies:

• Builds and develops professional relationships with key providers, including Retina Specialists, practice management stakeholders and office staff within assigned geography

• Utilizes expertise and knowledge of the marketplace, disease state, buy and bill reimbursement pathway, payer coverage, product acquisition, treatment landscape industry and cross-functional activities/plans to anticipate and compliantly address customer needs in order to support product access for appropriate patients.

• Increase reimbursement knowledge including payer coverage with HCPs including retina specialists and billing/office/reimbursement managers

• Address customers clinical questions using approved materials and responses

• Develops strategic customer plans and provides relevant, thoughtful input to cross-functional colleagues for strategic and tactical planning of accounts within the assigned business area

• Triages out-of-scope customer requests to hybrid Access & Reimbursement and/or MSL Teams to ensure seamless customer support and issue resolution

• Address customer questions for issues related to product ordering, discounts, product cover-age inventory, coding, and payment, as appropriate

• Work with key members of retina offices (i.e. retina specialists, billing staff, reimbursement staff) in order to appropriately support patient access

• Understands the assigned customers’ product needs and works to meet those needs while adhering to all of Novartis company ethics and compliance standards

• This position requires the ability to drive within their assigned territory by automobile (and in some territories to travel by airplane).\n\n\n\n

Position Title:

Customer Experience Manager – Phoenix – Remote

Minimum requirements:

Education:

• Bachelor’s degree required, advanced degree a plus

Experience:

• Minimum eight (8) years of experience in complex pharmaceutical or biotech sales, patient services, reimbursement and/or medical calling on HCPs with respect to a complex product

• Minimum of two (2) years of specialty pharma/biotech experience (Ophthalmology and/or Retina specific experience preferred) within the last 5 years

• Proven track record of consistent high performance

• Well versed in navigating large HCP practices and ability to address customer questions regarding product distribution model

• Self-starter with analytic abilities to seek out, prioritize, and apply relevant information to solve complex problems to meet needs of customers/systems

• Ability to assimilate and communicate complex clinical and product information

• Broad understanding of the market access, and buy and bill reimbursement pathway

• Strong teamwork skills and ability to collaborate and work cross-functionally within matrix structure

• Demonstrated ethical leadership and ability to foster environment that promotes ethical behavior and compliance with company policies & laws

• Overnight travel is required based on geography

• Must live in close proximity to geography supported

• Must be properly licensed and able to safely operate and drive company automobile; must have a driving record deemed safe by Novartis

Job Type:

Full Time

Country:

USA

Work Location:

Phoenix, AZ

Functional Area:

Sales

Division:

PHARMA

Business Unit:

US PHARMA

Employment Type:

Regular

Company/Legal Entity:

Novartis Pharmaceuticals

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 any other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, marital or veteran status, disability, or any other legally protected status.

Shift Work:

No

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