Senior Director - Patient Solution Operations

About the Department 

The Finance, Insights & Enterprise Solutions department brings insights and intelligence to inform decision making & drives digitalization and business solutions to attain NNI goals. Finance, Insights & Enterprise Solutions works closely across the organization to guide enterprise-wide resource allocations, investment choices, drive core operations and develop insights to drive growth and operational excellence across the value chain while innovating for future capabilities. Our focus on innovation ensures we're constantly building future capabilities. We're responsible for regulating accounting, upholding workplace safety, managing our supply chain and sampling, supporting technological and data innovation, insights and analytics, delivering patient support solutions, maintaining our facilities and assuring the integrity and completeness of all business transactions. At Novo Nordisk, you will have the opportunity to build a life-changing career in a global business environment. We encourage our employees to make the most of their talent, and we reward hard work and dedication with opportunities for continuous learning and personal development. Are you ready to maximize your potential with us?

The Position

Leads and aligns Novo Nordisk Patient Support Program polices and initiatives to ensure an appropriate, operationally efficient and compliant execution of all Patient Support Programs. Provides leadership guidance to staff and ensures all internal and external regulations are adhered to. Develops standardized operational policies and processes.

Relationships

Reports to the Executive Director, Patient Support Solutions, and leads the teams responsible for operational excellence across training, quality and NovoCare. Extensively partners with Procurement, Commercial Insights and Analytics, Quality & Safety, Regulatory, Compliance and Legal.

Essential Functions

• Development of standards to ensure operational excellence and quality and compliance with all Patient Support Solutions and Programs; evolve PSS quality program including training, tracking and remediation efforts
• Works across PSS department, procurement and data/analytics team to develop standardized KPIs, SLAs and program metrics including customer satisfaction surveys/Net Promoter. Monitors activities of PSS functions
• Accountable for continuous process improvement across key functional PSS areas (training, budget, contract management, quality and safety, PRB, etc.)
• Partners across NNI in support of evolution and continuous improvement of NovoCare Platform, and NovoCare messaging
• Responsible for ensuring accurate tracking, reporting and metrics for hub vendor training and on-boarding requirements; provides input and feedback to internal quality and safety teams
• Lead team responsible for Customer Care Center, Training, NovoCare platform and messaging, and quality

Physical Requirements

0-10% overnight travel required.

Development of People

Supervisory

Ensure that reporting personnel have individual development plans (IDP), with annual goals and measurements that are consistent with the priorities of the business, and that interim reviews are held so that their work is focused on those priorities, and they understand their level of accountability for results and the measurement process.

Ensure that the IDP forms include completed learning and aspiration plans and are in place for all reporting personnel to enable the achievement of goals and capability to assume increased levels of responsibility.

Manage the application and communication of all Novo Nordisk policies, procedures, and Novo Nordisk Way.

Qualifications

• 15+ years’ pharmaceutical patient solutions/operational experience or equivalent is required
• Bachelor’s degree or equivalent experience required, MBA preferred
• Ability to work on cross-functional teams and effectively represents Patient Support Solutions on these teams
• Anticipates problems and roadblocks to avoid crisis management
• Demonstrated understanding of quality, safety and compliance requirements for Patient Support Solutions
• Ensures timely execution and follow-up. Meets deadlines
• Strong interpersonal/communication skills
• Strong organization and analytical skills
• Knowledge of regulatory, legal, privacy and healthcare compliance requirements preferred

We commit to an inclusive recruitment process and equality of opportunity for all our job applicants.

At Novo Nordisk we recognize that it is no longer good enough to aspire to be the best company in the world. We need to aspire to be the best company for the world and we know that this is only possible with talented employees with diverse perspectives, backgrounds and cultures. We are therefore committed to creating an inclusive culture that celebrates the diversity of our employees, the patients we serve and communities we operate in. Together, we’re life changing.

Novo Nordisk is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, protected veteran status or any other characteristic protected by local, state or federal laws, rules or regulations.

If you are interested in applying to Novo Nordisk and need special assistance or an accommodation to apply, please call us at 1-855-411-5290. This contact is for accommodation requests only and cannot be used to inquire about the status of applications.