Vice President, Novartis Patient Support (NPS) Patient Support Center (PSC)

Vice President Of Novartis Patient Support Center

This position will be located at our East Hanover, NJ site and will not have the ability to be located remotely. This position will require 25% travel as defined by the business (domestic and / or international). Novartis is a global company that combines medical science and digital technology to provide life-changing medicines to millions of people. We offer numerous opportunities for growth and development, including global and local cross-functional careers and a wide range of learning programs. Our strong pipeline of medicines ensures continued business growth and enables us to bring innovative treatments to patients quickly.

Novartis Patient Support (NPS) plays a crucial role in helping eligible patients access and continue their prescribed medications. We work directly with patients, caregivers, and prescribing customers to provide education and support on access, affordability, acquisition, and adherence programs. Our team has supported millions of patients in the US, assisting over 500,000 patients annually. The Novartis Patient Support Center (PSC) is the central operational function within our organization. We handle all patient, caregiver, and customer interactions and enrollment related to supporting patient access, including patient onboarding, intake, case management, benefits verification, prior authorization and appeals support, specialty pharmacy triage, and adherence support. We are committed to delivering exceptional customer service, which is measured through service level agreements (SLAs), key performance indicators (KPIs), and net promoter scores.

The Vice President of the Novartis Patient Support Center (PSC) holds ultimate responsibility for overseeing two critical functions : Program Management and Business Operations, which includes 450+ personnel across five global locations, a $MM+ annual budget, and operational oversight for patient support programs for 35+ approved medications. This role drives the seamless integration and collaboration of these functions to deliver comprehensive patient support across the end-to-end journey, from intake and case management to reimbursement and adherence. This role is also accountable for scaling operations, optimizing processes, and fostering a culture of high performance to meet SLAs, KPIs, and productivity metrics while maintaining a positive customer experience.

Key Responsibilities

Strategic Leadership and Vision

• Set and champion a clear vision and measurable goals for operational excellence across NPS patient support programs and interactions.
• Drive organizational transformation by helping to modernize the workforce through near-shore and off-shore augmentation, ensuring scalability, efficiency, and cost-effectiveness.
• Lead efforts to shift the organization from highly manual processes to self-service and digital-first operational models, empowering patients and providers with faster speed to therapy and preference-driven solutions.
• Foster innovation and agility in operational design and execution, ensuring that systems and workflows are equipped to meet evolving healthcare and patient needs.

Operational Management and Delivery

Team Leadership and Development

Vendor and Stakeholder Collaboration

Financial and Analytical Oversight

Essential Requirements

Education : Bachelors Degree required; advanced degree preferred (e.g., MHA, MBA)

Travel requirements : Role is office-based in East Hanover, NJ with occasional travel between offices (anticipating 25%)

Hybrid Working Requirements : Ability to work on-site (East Hanover, NJ) 3 days per week

Required Experience :

Desirable Requirements