Hybrid Care Navigator II - Patient Support Expert

U014 (FCRS = US014) Novartis Pharmaceuticals Corporation; East Hanover (NJ); Hybrid; USD 45,000 - 84,000; Full time

Job summary

Novartis Pharmaceuticals Corporation is seeking a Case Manager (Care Navigator 2) in East Hanover, NJ, structured as a hybrid role. You will serve as the primary contact for patients and healthcare professionals, guiding onboarding, insurance verification, financial assistance, and ongoing support within approved procedures.

The role requires strong communication, the ability to handle complex insurance navigation, and adherence to SLAs/KPIs.

Qualifications

• Education: High School Diploma required, associate or BS/BA degree preferred.
• Minimum 3 years of relevant patient service support experience (Healthcare, Pharmaceuticals, Patient Services or Contact Center).
• Strong interpersonal, telephone and verbal communication skills with warmth and compassion; excellent written communication.
• Ability to multitask and balance multiple priorities.
• Computer literacy in email, video conferencing systems, and data entry/case management systems.
• Preferred Experience: Salesforce or other CRM platforms; strong business acumen.
• Preferred: Bi-lingual Spanish speaking.

Responsibilities

• Develop SME level knowledge of the relevant brand and customer workstreams for the assigned program.
• Respond to inquiries via phone, chat, fax, SMS/text, mail, and email across channels promptly and courteously.
• Interact with customers, Novartis associates, and external contacts; manage cases through patient journey and escalate as needed.
• Navigate insurance and financial assistance for patients.
• Adhere to call guides, SLAs, KPIs, productivity and quality metrics; document interactions accurately.
• Suggest ideas to improve efficiency; report adverse events per processes.

Skills

Communication skills

Verbal communication

Written communication

Multitasking

Computer literacy

Salesforce CRM

Spanish speaking (bi-lingual)

Education

High School Diploma

Associate or BS/BA degree preferred

Tools

Salesforce CRM

Job description

Novartis Pharmaceuticals Corporation is seeking a Case Manager (Care Navigator 2) in East Hanover, NJ, structured as a hybrid role. You will serve as the primary contact for patients and healthcare professionals, guiding onboarding, insurance verification, financial assistance, and ongoing support within approved procedures.

The role requires strong communication, the ability to handle complex insurance navigation, and adherence to SLAs/KPIs.