Case Manager / Care Navigator 2

Novartis; Tempe (AZ); Remote; USD 35,000 - 44,000; Full time

Job summary

Novartis US, in partnership with Magnit Global, seeks a Case Manager (Care Navigator 2) to serve as the primary contact for patients and healthcare professionals during initiation of Novartis therapies. You will guide onboarding, verify insurance, assist with financial support, and provide ongoing care in a remote capacity.

You will manage cases across the patient journey, collaborate with cross-functional teams, and ensure timely communication.

Qualifications

• Minimum 3 years of relevant patient service support experience.
• Strong interpersonal, telephone and verbal communication skills.
• Excellent written communication skills including the ability to interpret, capture and document the essence of and next steps for customer conversations.
• Must follow oral and written directions.
• Ability to multitask and balance multiple priorities at once.
• Computer literacy with email, video conferencing systems, and data entry/case management systems.

Responsibilities

• Develop SME level knowledge of the relevant brand and patient workstreams for the assigned program.
• Respond to customer inquiries via phone, chat, fax, SMS/text, mail and e-mail promptly and courteously.
• Interact professionally with customers and Novartis associates during inbound and outbound calls.
• Manage assigned cases through the patient journey with escalation and follow-up as needed.
• Handle complex interactions related to insurance navigation and financial assistance.
• Adhere to call guides, job aides and work instructions for case processing.
• Adhere to SLAs and KPIs, and maintain productivity and quality metrics.
• Document all interactions clearly to inform cross-functional partners.
• Respond to PSC tasks and notifications promptly.
• Raise ideas to improve efficiency and effectiveness of customer service.
• Identify and report adverse events per established processes.

Skills

Patient service experience

Strong communication

CRM platforms

Education

High School Diploma

Associate or BS/BA degree preferred

Tools

Salesforce

Job description

Novartis touches the lives of a tenth of the world’s population. Every role here, regardless of contract type, makes an impact on human life!

Novartis US partners with external managed service provider Magnit Global to offer engaging temporary contractor opportunities like this, to those who are looking for flexibility in their career while looking to gain new skills and experiences providing services to an inclusive global medicines company.

Case Manager

The Case Manager (Care Navigator 2) serves as the dedicated point of contact to patients and healthcare professionals when initiating treatment of a Novartis therapy. Responsibilities include navigating through onboarding, insurance verification, financial assistance, and ongoing support as requested by the patient and their healthcare professional. Case Managers will also be working with cross-functional team members within Novartis Patient Support, where appropriate, to ensure continuity of information being shared with the healthcare professional and 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, submit service request forms (SRFs) or required financial assistance. Case Managers will possess critical thinking and communication skills, an aptitude for learning and strive for continual development.

The Case Manager must have strong communication skills to converse with customers about the patient’s journey and be able to offer next steps in accordance with approved procedures. The Case Manager will possess an aptitude for learning, the ability to accept and implement constructive feedback, and a continual development mindset. In addition, the Case Manager will reflect a calm and reassuring tone and attitude for our patients, their families, and their caregivers, specifically during difficult or stressful interactions.

Your responsibilities will include, but are not limited to:

• Develop and maintain Subject Matter Expert (SME) level knowledge of the relevant brand and customer workstreams for the specific assigned program
• Learn and utilize protocols to respond to customer phone, chat, fax, SMS / text, mail, and e-mail inquiries as well as other communication channels in a prompt and courteous manner
• Professionally and compliantly interact with customers, relevant Novartis associates, and other external contacts during inbound and outbound phone calls
• Manage assigned cases throughout the patient journey; perform proper and timely escalation, tracking, triage and follow-up where required
• Handle complex interactions and/or cases as it pertains to navigating insurances and financial assistance
• Adhere to call guides, job aides and work instructions for case processing and case cadence
• Adhere to Service Level Agreements (SLAs), Key Performance Indicators (KPIs), productivity, and quality metrics
• Leverage dual monitors and technological solutions to support Case Management activities
• Accurately and concisely document all interactions to inform cross‑functional partners on the relevant status details
• Promptly and courteously respond to tasks and notifications from PSC counterparts
• As applicable, raise innovative ideas which will drive improved efficiency and effectiveness of customer service to Supervisors
• Responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes

What you’ll bring to the role:

Education:

High School Diploma Required, Associate Or BS/BA Degree Preferred

Travel requirements:

This job requires you live within 90 miles of the Tempe, AZ site of Novartis
Proximity and ability to commute to work onsite in Tempe, AZ and for occasional meetings or events. To be scheduled at the discretion of the business.

Other Work Requirements:

When working from home, a quiet dedicated space with internet/WiFi service or the ability to obtain such service where the employee can work without interruption
Ability to complete all calls once they have begun to ensure no interruption of service
For Patient Support Center (PSC) Roles with a Dedicated Training Period: The individual hired for this role will be required to successfully complete initial training, including passing simulations and become certified to do the role

Required Experience:

Minimum 3 years of relevant patient service support experience - Healthcare, Pharmaceuticals, Patient Services with Contact/Call Center Experience
Strong interpersonal, telephone and verbal communication skills, including the ability to project warmth and compassion while effectively and efficiently conveying information
Excellent written communication skills including the ability to interpret, capture and document the essence of and next steps for customer conversations in a clear and cogent way
Must follow oral and written directions
Ability to multitask and balance multiple priorities at once
Computer literacy in with email, video conferencing systems, and data entry/case management systems

Preferred Experience:

Experience Working With Salesforce Or Other CRM Platforms
Strong business acumen
Bi-lingual, Spanish speaking preferred
Therapeutic area experience
No Therapeutic Area Experience Required

Location:

Tempe, AZ (This role is fully remote, but agents still need to leave near the Tempe, AZ Office.)

Shift timings – 8:00 am Eastern Time – 5:00 pm Eastern Time/9:00 am – 6:00 pm Eastern Time/ 11:00 am - 8:00 pm Eastern Time (Training timings are different based on the batch) (Must accommodate ET zone hours)

Pay Rate:

$25.40 - $32/Hour W-2 Only (based on Education/Experience)

Contract:

12-month

Health, dental, vision, 401k:

provided minimum eligibility hours are met

Why Novartis:

Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together?

EEO Statement:

The Novartis Group of Companies are Equal Opportunity Employers. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status.

Accommodation:

If you require reasonable accommodation in completing this application, interviewing, completing any pre‑employment testing, or otherwise participating in the employee selection process, please direct your inquiries to Magnit at [e-mail].