Patient Navigator

Healthcare Businesswomen’s Association; Mazatlán; Híbrido; USD 40,000 - 80,000; Jornada completa

Descripción de la vacante

An established industry player is seeking a dedicated Case Manager to provide essential support and education to healthcare providers and patients. This role involves guiding patients through their healthcare journey, ensuring they have access to necessary resources and assistance. The ideal candidate will have a strong background in healthcare, excellent communication skills, and the ability to manage complex cases effectively. With a hybrid work model, you will work both remotely and onsite, contributing to a team that values patient outcomes and strives for excellence in service delivery. Join this innovative firm and make a difference in the lives of patients!

Formación

• 5+ years in a healthcare setting, preferably with specialty pharmacy or insurance.
• Strong communication skills and proficiency in English are essential.

Responsabilidades

• Interact with healthcare providers and patients, providing case management support.
• Educate patients on resources related to therapies and financial assistance.

Conocimientos

Communication Skills

Customer Service

Case Management

Problem Solving

Data Analysis

Educación

Bachelor's Degree

Advanced Nursing Degree

Herramientas

Salesforce

Video Conferencing Tools

Descripción del empleo

Job Description Summary

The Case Manager (Patient Navigator) provides specialty brand education and case management support for healthcare providers and patients. From Intake to outcome, NPS Case Managers are dedicated to supporting healthcare providers and patients throughout the journey by providing ongoing education, support, solutions, and dedicated resources to help limit barriers that may hinder appropriate patient outcomes.

Under the general supervision of the NPS Supervisor, the Case Manager is responsible for customer service, support, education, outreach, and case management for patients. As a Case Manager, you will be assigned a specific territory to work within and become an expert in that regional area to best assist the individuals who call in, enroll, or require financial assistance.

The Case Manager will work interactively with internal teams, patients, healthcare providers, pharmacies, and other external parties. The team will also support various patient education and financial assistance functions. The Case Manager will respond to all patient and customer/provider account inquiries.

This position does not involve the practice of nursing, provide clinical advice or counseling for the patient. Documents all interactions with the Novartis Patient Support Center are in compliance with HIPAA regulations.

Job Responsibilities

1. The Case Manager interacts directly with Healthcare Providers, Office Contacts, patients, and/or their caregivers via telephonic support, acting as a single point of contact and voice for patients.
2. Utilize protocols to respond to customer inquiries via phone, chat, fax, SMS/text, mail, and email in a prompt and courteous manner.
3. Interact professionally and compliantly with customers, Novartis associates, and external contacts during inbound and outbound calls.
4. Guide physician office staff and patients on completing and submitting program applications timely.
5. Manage assigned cases throughout the patient journey, including escalation, tracking, triage, and follow-up.
6. Handle complex interactions related to insurance, specialty pharmacies, and financial assistance with exceptional customer service.
7. Educate on support resources and information related to Novartis therapies, including access, disease state, dosing, and treatment reminders.
8. Adhere to call guides, job aides, and work instructions for case processing and cadence.
9. Meet SLAs, KPIs, productivity, and quality metrics.
10. Leverage technology to support case management activities.
11. Document interactions accurately and concisely to inform cross-functional partners.
12. Respond promptly and courteously to tasks from PSC counterparts.
13. Work on problems of moderate scope, analyzing data and exercising judgment within SOPs.
14. Work independently or as part of a team with minimal instruction on daily tasks.
15. Follow HIPAA regulations and company policies.
16. Support REMS program requirements.
17. Identify and report adverse events as per established processes.

Qualifications

Education:

• Bachelor's Degree required. Active Nursing Degree (RN, NP, PA) licensure in the candidate's state. Advanced degrees (e.g., RPh, PharmD, RN, PA) preferred.

Travel and Work Requirements:

• Ability to commute to Mexico City onsite 3 days/week as per hybrid model, including occasional meetings or events.
• Must have a dedicated, quiet workspace with internet/WiFi if working from home.
• Work hours generally from 8:00 am to 5:00 pm or 11:00 am to 8:00 pm EST, with flexibility for overtime.

Experience:

• 5+ years in a healthcare setting, including specialty pharmacy, insurance, or related fields preferred.
• 3+ years working with complex specialty products in a pharmaceutical/healthcare setting required.
• Strong communication skills, both verbal and written.
• Proficiency with email, video conferencing, and data entry systems.
• Advanced English language skills.

Preferred Skills and Experience:

• Experience with CRM platforms like Salesforce.
• Knowledge of Oncology or Rare Diseases.
• Understanding of REMS programs.