Senior Supervisor Program Management Float (Xico) (Valle de Chalco Solidaridad)

Summary

As the Float Senior Supervisor, you will be working under the direction of the Director, Case Management. This position is responsible for supporting the day-to-day operations of the PSC Program Management teams that provide specialty end-to-end case management services for multiple brands. The individual in this role will focus on helping agents access and utilize Contact Center technology and relevant knowledge content to efficiently conduct case management and access processes for customers. While this role will not have direct reports assigned, critical success factors include knowledge of the various processes/tools to handle interactions, the ability to provide intermittent coaching for agents to ensure optimal performance and maintain operations when the primary Supervisor is unavailable.

Responsibilities

Indirectly supervise a group of up to 15 agents responsible for handling all aspects of patient case management including intake, general inquiries, product/program questions, site‑specific communication preference management, coverage and access, and services such as free trial offer enrollment, co‑pay enrollment, and adherence enrollment. Maintain knowledge of patient‑facing adherence and/or education programs specifically for compliance adherence, agent coaching/performance enhancement, and assurance of optimal patient experience. Maintain knowledge of programs and customer workstreams for optimal program performance. Monitor performance, attendance, and quality at the team level to drive service excellence and KPI and SLA achievement. Manage escalations from Case Managers and provide guidance required to handle customer interactions. Work with various matrix partners in both the PSC and externally to ensure communication, collaboration, and coordination occur across teams and that everyone has the information needed to do their jobs effectively. Collaborate with other Supervisors to provide agent or program‑specific feedback. Identify and report adverse events via the established Novartis systems as per applicable processes.

Education

Bachelor's degree required; advanced degree preferred (e.g., RPh, Nursing or other relevant specialty).

Travel Requirements

Proximity and ability to commute to work onsite in Mexico City 3 days per week.

Required Experience

• Minimum 5+ years of Patient Services, Healthcare, or Contact Center experience.
• Three (3+) years of proven end‑to‑end case management experience with specialty products, including patient‑facing interactions.
• Three (3+) years of experience working with complex specialty products in a pharmaceutical/healthcare setting required (e.g., Biologics, Medical Devices, Oncology, Transplant, Infusion, Rare Disease).
• Previous leadership, team building, and performance management or Novartis team leadership experience.
• Strong critical thinking skills and the ability to multi‑task.
• Expertise working with data entry systems, case management systems, computer software, and telephone/fax technology.
• Excellent phone and verbal communication skills; ability to follow oral and written directions.
• Ability to effectively collaborate with various matrixed Novartis teams.
• Forward thinker who can adapt and grow with the evolving Novartis Patient Support landscape.

Desired Experience

Prior experience leading a team in a call center environment.

Other Work Requirements

When working from home, a quiet dedicated space where the employee can work without interruption.

Training and Certification

For Patient Support Center (PSC) roles with a dedicated training period, the individual hired for this role will be required to successfully complete initial training, including passing simulations, and become certified to perform the role.

Accessibility and Accommodation

Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.

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