Patient Care Specialist – Multichannel Support

3M HEALTHCARE; México; Presencial; MXN 300.000 - 420.000; Jornada completa

Descripción de la vacante

Novartis in Mexico City is seeking a Patient Coordinator 1 to support patients, caregivers, and healthcare professionals. You will respond to inquiries across phone, chat, and email, educate on brand enrollments, and provide updates on basic case status.

The role requires strong communication skills, a learning mindset, and the ability to handle stressful calls while maintaining professionalism. You will work with cross‑functional teams to ensure timely referrals and accurate documentation.

Formación

• Strong communication skills to converse with customers about their treatment journey and offer solutions in accordance with approved procedures.
• Learning mindset, ability to accept and implement constructive feedback, and aptitude for continual development.
• Ability to manage stressful calls, maintaining a calm and reassuring tone and attitude for patients, families, and caregivers.

Responsabilidades

• Develop and maintain knowledge of NPS programs and customer workstreams, broadening program knowledge over time.
• Learn and utilize protocols to respond to customer inquiries via phone, chat, fax, intelligent chatbot, SMS/text, mail, e‑mail, and other communication channels promptly and courteously.
• Prepare proper documentation and notifications; perform escalation, tracking, and follow‑up in a timely manner.
• Work with support and product program teams to transfer customers to other units as needed, ensuring referrals and questions are addressed consistently to avoid delays in care.
• Raise innovative ideas to improve efficiency and effectiveness of PC1 processes to supervisors.
• Engage in real‑time communication with patients, caregivers, healthcare providers, team members, and stakeholders while typing accurate and coherent notes, messages, or documentation.
• Ensure all written communication is free from spelling and grammatical errors, maintaining a high standard of professionalism.
• Multitask effectively, balancing verbal and written communication to provide timely and accurate responses.
• Utilize various communication tools and platforms to facilitate seamless interaction and documentation.
• Manage confidential information in accordance with company policy and PSC processes.
• Identify and report adverse events via the established Novartis systems as per applicable processes.

Conocimientos

Strong communication

Learning mindset

Stress management

Descripción del empleo

Novartis in Mexico City is seeking a Patient Coordinator 1 to support patients, caregivers, and healthcare professionals. You will respond to inquiries across phone, chat, and email, educate on brand enrollments, and provide updates on basic case status.

The role requires strong communication skills, a learning mindset, and the ability to handle stressful calls while maintaining professionalism. You will work with cross‑functional teams to ensure timely referrals and accurate documentation.