Case Manager 2 (Care Navigator)- Multiple Positions

Scorpion Therapeutics; Arizona; On-site; USD 45,000 - 84,000; Full time

Job summary

Novartis is seeking a Case Manager/Care Navigator to serve as a primary contact for patients and healthcare professionals initiating therapy. You will develop SME knowledge of the brand/program and respond to inquiries via multiple channels, while ensuring compliant, timely interactions.

This onsite role requires living within 90 miles of East Hanover, NJ or Tempe, AZ; travel as defined by business. Salary range $45,300–$84,100 with comprehensive benefits; US-based employees eligible for

Qualifications

• High School Diploma required; associate or BS preferred.
• Minimum 3 years relevant patient service support experience (healthcare/pharma/patient services/contact center).
• Strong verbal/telephone and written communication; ability to follow oral/written directions.
• Multitask and balance priorities; computer literacy (email, video conferencing, data entry/case management systems).
• Complete initial PSC training (simulations) and become certified.

Responsibilities

• Serve as Case Manager/Care Navigator contact for patients and healthcare professionals.
• Develop SME knowledge of assigned brand/program and customer workstreams.
• Respond to customer inquiries promptly via phone, chat, fax, SMS, email.
• Interact professionally and compliantly with customers and external contacts during inbound/outbound calls.
• Manage assigned cases across the patient journey: escalation, tracking, triage, and follow-up.
• Handle complex cases for insurance and financial assistance navigation.
• Follow call guides, job aides/work instructions; meet SLAs, KPIs, productivity, and quality metrics.
• Use dual monitors/technology solutions; accurately document all interactions.
• Respond to notifications from PSC counterparts; raise ideas to improve efficiency/effectiveness.
• Identify and report adverse events via established systems.

Skills

Spanish bilingual

Excellent communication

Multitasking

Education

High School Diploma

Associate or BS/BA preferred

Tools

Salesforce/CRM

Job description

Responsibilities:

• Serve as Case Manager/Care Navigator 2 point of contact for patients and healthcare professionals when initiating Novartis therapy.
• Develop SME knowledge of assigned brand/program and customer workstreams.
• Respond to customer inquiries (phone/chat/fax/SMS/mail/email and other channels) promptly and courteously using required protocols.
• Interact professionally and compliantly with customers and external contacts during inbound/outbound calls.
• Manage assigned cases across the patient journey: escalation, tracking, triage, and follow-up.
• Handle complex cases for insurance and financial assistance navigation.
• Follow call guides, job aides/work instructions; meet SLAs, KPIs, productivity, and quality metrics.
• Use dual monitors/technology solutions; accurately document all interactions.
• Respond to notifications from PSC counterparts; raise ideas to improve efficiency/effectiveness.
• Identify and report adverse events via established systems.

Qualifications/Requirements:

• High School Diploma required (associate or BS/BA preferred).
• Prior Novartis Care Navigator training certifications (or equivalent).
• Minimum 3 years relevant patient service support experience (healthcare/pharma/patient services/contact center).
• Strong verbal/telephone and written communication; ability to follow oral/written directions.
• Multitask and balance priorities; computer literacy (email, video conferencing, data entry/case management systems).
• Complete initial PSC training (simulations) and become certified.

Preferred Skills/Experience:

• Salesforce/CRM experience; strong business acumen; Spanish bilingual.

Work/Location:

• Not remote; live within 90 miles of East Hanover, NJ or Tempe, AZ and commute onsite as scheduled; travel as defined by business.

Compensation/Benefits (as stated):

• Salary range expected: $45,300–$84,100/year; performance-based cash incentive; US eligible employees receive comprehensive benefits and time off.