Case Manager 2-PSC (Patient Support Center) Multiple Positions-East Hanover, NJ

Novartis; East Hanover (NJ); Hybrid; USD 45,000 - 85,000; Full time

Job summary

A leading global pharmaceutical company is seeking a Case Manager to support patients in navigating their treatment journey. This role involves managing patient interactions, ensuring adherence to protocols, and providing exceptional customer service. Ideal candidates will possess strong communication skills and a compassionate approach, with a background in patient service support. The position offers hybrid working conditions and a competitive salary range based on experience.

Benefits

Medical Benefits

Financial Perks

Qualifications

• Minimum 3 years in patient service support.
• Proficiency with email and case management systems.

Responsibilities

• Develop SME knowledge of assigned brand and workstreams.
• Manage cases from initiation to resolution.
• Document interactions accurately for cross-functional teams.

Skills

Critical Thinking

Excellent Communication

Compassionate Attitude

Education

High School Diploma

Associate or BS/BA

Tools

Salesforce

CRM Platforms

Job description

Case Manager 2-PSC (Patient Support Center) Multiple Positions-East Hanover, NJ

Join us to apply for the Case Manager 2-PSC (Patient Support Center) Multiple Positions-East Hanover, NJ role at Novartis.

Overview

Location: East Hanover, NJ

Novartis is a global company combining medical science and digital technology to deliver innovative medicines. We offer growth opportunities, learning programs, and a strong pipeline of medicines to bring treatments to patients quickly.

Our Patient Support (NPS) team helps patients access and adhere to their medications, working directly with patients, caregivers, and healthcare providers. The Novartis Patient Support Center (PSC) manages patient transactions related to access, including intake, case management, benefits verification, prior authorization, appeals, specialty pharmacy triage, and adherence support, with a focus on exceptional customer service.

Role Summary

The Case Manager (Care Navigator 2) acts as the primary contact for patients and healthcare professionals, guiding them through treatment onboarding, insurance verification, financial assistance, and ongoing support. You will work within a specific territory, becoming an expert to assist callers, process service requests, and navigate insurance and financial aid systems.

Key skills include critical thinking, excellent communication, calmness, and a compassionate attitude, especially during stressful interactions.

Responsibilities

• Develop SME knowledge of assigned brand and workstreams
• Respond promptly and courteously across communication channels
• Manage cases from initiation to resolution, including escalations
• Handle complex insurance and financial assistance interactions
• Follow protocols, call guides, and work instructions
• Meet SLAs, KPIs, and quality standards
• Document interactions accurately for cross-functional teams
• Report adverse events as per procedures
• Contribute ideas for process improvements

Qualifications

Education: High School Diploma required; associate or BS/BA preferred.

Travel & Work Location: Reside within 90 miles of East Hanover, NJ or Tempe, AZ. Ability to commute to onsite work as per hybrid schedule, with expectations of one week/month onsite and occasional meetings.

Work Environment: Quiet dedicated workspace at home with reliable internet. Ability to work scheduled hours, typically 8:00 am – 5:00 pm EST or 11:00 am – 8:00 pm EST.

Training: Successful completion of initial training and certification required.

Experience

• Minimum 3 years in patient service support (healthcare, pharma, contact centers)
• Strong interpersonal and communication skills
• Excellent written documentation skills
• Ability to multitask and follow directions
• Proficiency with email, video conferencing, and case management systems

Preferred

• Experience with Salesforce or CRM platforms
• Bi-lingual in Spanish
• Business acumen

Additional Details

The salary range is estimated between $45,300 and $84,100/year, dependent on experience, location, and other factors. Benefits include medical, financial, and other perks. Employment is at-will, with potential salary adjustments during the year.

Join Our Network

Stay connected with Novartis opportunities: https://talentnetwork.novartis.com/network

Why Novartis?

We are committed to transforming lives through innovative science and a passionate community. Learn more: https://www.novartis.com/about/strategy/people-and-culture

Equal Opportunity & Accommodations

We provide reasonable accommodations for applicants with disabilities. Contact: [email protected] or [phone] with your request and job requisition number.