Location: East Hanover, NJ
This position will be located at the East Hanover, NJ site and will not have the ability to be located remotely. Please note that this role would not provide relocation and only local candidates will be considered.

About the Role:
The Team Lead, Intake Specialist is responsible for supporting the day-to-day operations of the Patient Support Center. The Team Lead will be responsible for the direct oversight and management of a team of Intake Specialists in order to monitor the team’s activity, achievement of Key Performance Indica-tors (KPIs), productivity and quality.

As Team Lead, you will also participate in development and design pre-implementation sessions that may include testing and system simulations. You will be responsible for assuring the Intake Specialists on the team are able to 1) access and utilize the CRM system for day-to-day data entry of faxed information such as Start Forms, insurance cards, and other information to help enroll a patient in services, 2)access knowledge and content to help Intake Specialists be successful in their role, 3) ensure the team is appropriately trained and ready to support the assigned program. Team Lead will also be responsible for managing any escalations surrounding process and/or systems, as well as providing performance feedback during performance reviews and other touchpoints throughout the year.

Team Leads will specialize in a specific Novartis brand(s).


Key Responsibilities:
• Lead and manage a team of 10-15 Intake Specialists with the responsibility for reviewing source documents and start forms, entering data from source documents within KPIs, documenting any potential adverse events identified on source documents, managing the receipt of postal mail, email etc.
• Supporting the day-to-day operations, escalations, and performance of highly customer-focused Intake Specialist team across channels such as Web, Chatbot, e-fax etc.
• Monitor performance, attendance, and quality at the team level and lead coaching, training, and support to drive service excellence and KPI achievement.
• Identify trends in associate behavior and performance to guide coaching, training and communication; assist in identification of process improvements.
• Share and encourage best practices for motivating Intake Specialists, foster a collaborative team environment; foster a culture of innovation.
• Communicate regularly with the team regarding policy changes, improvement opportunities, and policies.
• Other special projects as assigned.