Care Navigator II: Patient Support & Insurance

Novartis AG; Tempe (AZ); On-site; USD 45,000 - 84,000; Full time

Job summary

Novartis AG is seeking a Case Manager (Care Navigator 2) to serve as the primary contact for patients and healthcare professionals as a therapy is initiated. You will handle onboarding, insurance verification, financial assistance, and ongoing support across a defined territory with a focus on patient outcomes and compassionate communication.

Responsibilities include navigating complex workflows, documenting interactions, and ensuring timely escalation and compliance with SLAs while maintaining

Qualifications

• Minimum 3 years of patient service support experience in healthcare, pharma, or contact centers.
• Excellent verbal and written communication to convey information clearly.
• Ability to multitask and manage multiple priorities effectively.

Responsibilities

• Develop SME level knowledge of the assigned program and brand.
• Respond to inquiries via phone, chat, fax, SMS, email and other channels promptly and courteously.
• Document interactions accurately for cross-functional partners and follow up on tasks.
• Escalate as needed and ensure adherence to SLAs, KPIs, and quality metrics.
• Navigate insurance and financial assistance processes for patients.
• Maintain records and leverage tools to support case management workflows.
• Propose improvements to increase efficiency and service quality.

Skills

Strong communication

Interpersonal skills

Verbal communication

Written communication

Education

High School Diploma

Associate degree

BS/BA degree

Tools

Salesforce

Job description

Novartis AG is seeking a Case Manager (Care Navigator 2) to serve as the primary contact for patients and healthcare professionals as a therapy is initiated. You will handle onboarding, insurance verification, financial assistance, and ongoing support across a defined territory with a focus on patient outcomes and compassionate communication.

Responsibilities include navigating complex workflows, documenting interactions, and ensuring timely escalation and compliance with SLAs while maintaining