Novartis Services Incorporated Virtual Customer Experience Specialist-Respiratory-Chicago-Remote in New York, New York
Virtual Customer Experience Specialist-Respiratory-Chicago-Remote
799 million. That's how many lives our products touched in 2019. And while we're proud of that fact, in this world of digital and technological transformation, we must also ask ourselves this: how can we continue to improve and extend even more people's lives?
The Respiratory Virtual Customer Experience Specialist (RVCES), will help build the new custodial approach to meeting customer needs in a virtual market. The
RVCES will provide a primary-point of contact and seamless customer approach to Health care providers and their team members (RNs, Biologic Coordinators and Medical Assistants)
*The RVCES is integral to successfully delivering a seamless approach to healthcare providers (HCPs).
*The RVCES will develop effective professional business relationships with customers and deliver a seamless customer experience, including clinical message delivery, use of omni-channel marketing tools and education on access and reimbursement.
*RVCES will receive a targeted list of customers and use virtual outreach through the use of channels like
ClearSlide/Veeva to educate through clinical discussions on appropriate patient identification, and the reimbursement process.
*Additionally, the RVCES will be assigned to a local area and report into the Customer Experience Area Business Leader.
*They will provide call coverage to the targeted customers in the corresponding geography.
*When needed, the RVCES will act as a vacancy management specialist for local territories.
*In our Unbossed and Accountable Franchise, you will be responsible for optimizing the customer experience and accountable for the strategic business plan
Your Key Responsibilities
The RVCES will be the primary commercial point of contact for the area's virtual targeted customers. The virtual role will provide overall clinical information on our respiratory product to HCPs and all appropriate patient facing customers. This includes appropriately differentiating the brand in the biologic market, providing patient support services, access and reimbursement information and working with cross-functional counterparts such as Field Reimbursement Managers (FRM). They will be responsible for pulling through marketing strategies and tactics. They will develop strategic business plans that account for key customer needs, targeting, time management and use of Omni-channel marketing materials.
In the quest for a strong customer experience, the RVCES will ensure product access by providing appropriate proactive education on the access and reimbursement process They will also appropriately triage buy and bill, specialty pharmacy,contracting, and in-depth payer issues to the Field Reimbursement Manager or Business Engagement Manager.
What you'll bring to the role:
*Four (4) or more years' experience in patient services, reimbursement and/or sales calling on HCPs with respect to a complex product
*Experience in the respiratory therapeutic area preferred
*Ability to work in a virtual model. Experience using current technology (ClearSlide/Veeva or equivalent digital platform) preferred
*Demonstrated success in a matrix environment working with cross-functional team members
*Ability to address customer questions regarding the distribution model
*Demonstrated ethical leadership and ability to foster an environment that promotes ethical behavior and compliance with company policies and applicable laws
*Ability to work in a rapidly changing environment. Flexible and innovative competencies are a strong plus
*Self-starter with analytic abilities to seek out, prioritize, and apply relevant information to solve complex problems
*Ability to assimilate and communicate complex clinical information
*Overnight travel may be required
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.
Imagine what you could do at Novartis!
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.