Remote Case Navigator – Patient Care & Support

Novartis AG; 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 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.