Patient Support Program Supervisor

Job Description Summary

Location: Montreal or Toronto, #LI-Hybrid

Novartis is unable to offer relocation support for this role; please only apply if this location is accessible for you.

About the role:
We are looking for experienced and passionate professionals to help us achieve our bold mission to reach twice as many neuroscience patients twice as fast. As a Patient Support Program (PSP) Supervisor, you will be responsible for managing the nursing operations of Neuroscience’s PSP, including planning, developing, and implementing initiatives for patients and healthcare professionals (HCPs). Your goal is to provide safe and convenient access to Neuroscience products while delivering an outstanding positive experience. You will also be accountable for managing internal and external nurse associates.

This role reports directly into the Neuroscience PSP Lead and will work closely with Managers of PSP Operations.

Permanent position

Job Description

Key Responsibilities:

• Lead the development and execution of key nursing initiatives to support PSP performance, improve the patient journey, and increase satisfaction for both patients and HCPs.
• Define and monitor quality standards and key performance indicators for nursing services to maximize the success of the PSP. In collaboration with the insights and CRM teams, facilitate the design, production and delivery of PSP related reporting or dashboards.
• With an emphasis on PSP satisfaction and cost control, help identify opportunities for improving operational effectiveness and assist in the execution of these changes through a robust change management process. Work closely with CRM team to prioritize enhancement features to improve automation of processes, performance and data collection.
• Collaborate with internal stakeholders to ensure optimal execution and performance of all Neuroscience PSP operations activities (clinical call centers, patient reimbursement navigation, financial assistance, nursing tasks, field activities, etc.).
• Be responsible for nursing team recruitment, onboarding, training, development, and performance management to ensure that quality standards and established KPIs are achieved.
• Stay close to nursing day to day operations by working on the queue 1 day/week or when nursing team needs extra support.
• Foster a culture of collaboration between the nursing team, clinical coordinators, reimbursement specialists, and other PSP stakeholders.
• Additional duties as assigned by the PSP Lead to support Neuroscience PSP.

Essential Requirements:

• Active practicing nursing license with appropriate provincial nursing board and minimum of 8 years of work experience in Canadian PSP
• Superior business acumen / Strategic thinking and planning / Organizational skills demonstrating ability to navigate within a matrix organization
• Advanced data and analytics skills with Microsoft Excel and CRM (OnePSP, Salesforce)
• Competency with process improvement frameworks (e.g. Lean Six Sigma)
• Fluency in French and English (spoken and written)

Desirable Requirements:

• Knowledge of multiple sclerosis disease area
• People management experience

Skills Desired