Job description summary
as the float senior supervisor, you will work under the direction of the director, case management. This position supports the daily operations of the psc program management teams, providing specialty end-to-end case management services across multiple brands. The role focuses on helping agents access and utilize contact center technology and relevant knowledge content to efficiently conduct case management and customer access processes. Although this role does not have direct reports, success depends on knowledge of processes/tools, providing intermittent coaching to agents to ensure optimal performance, especially when the primary supervisor is unavailable.
job responsibilities
1. indirectly supervise up to 15 agents handling patient case management, including intake, inquiries, product questions, communication preferences, coverage, access, and services like enrollment and adherence.
2. support daily operations, escalations, and performance of a customer-focused contact center serving channels such as web, sms, chatbot, email, e-fax, etc.
3. maintain knowledge of patient adherence and education programs to ensure compliance and optimal patient experience.
4. stay informed about programs and workstreams for optimal performance.
5. monitor team performance, attendance, and quality to achieve service excellence, kpis, and slas.
6. manage escalations from case managers and provide guidance for customer interactions.
7. collaborate with matrix partners within psc and externally to ensure effective communication and coordination.
8. work with other supervisors to provide feedback on agents and programs.
9. report adverse events through established novartis systems as per procedures.
qualifications
1. education: bachelor’s degree required; advanced degree preferred (e.g., rph, nursing, or relevant specialty).
2. travel: ability to commute to mexico city onsite 3 days/week.
3. experience: minimum 5+ years in patient services, healthcare, or contact center; 3+ years in end-to-end case management with specialty products; experience with complex specialty products in a healthcare setting; previous leadership experience; strong critical thinking and multi-tasking skills; proficiency with data entry and case management systems; excellent communication skills; ability to collaborate effectively; adaptable to evolving landscape.
4. desired: prior team leadership in a call center environment.
5. work requirements: quiet workspace at home; ability to work scheduled hours (11 am – 8 pm et, mon-fri); successful completion of initial training and certification required.
skills
account management, customer support, leadership, relationship building, technical sales, and related skills.
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