Remote Case Navigator - Patient Services Specialist

Novartis AG; East Hanover (NJ); Remote; USD 35,000 - 44,000; Full time

Job summary

Novartis is seeking a Case Manager (Care Navigator 2) to serve as the primary contact for patients and healthcare professionals during the initiation of treatment. You will guide onboarding, insurance verification, financial assistance, and ongoing support, collaborating with the patient support team to ensure accurate information sharing with providers and patients.

You will handle a defined territory, develop SME knowledge, and maintain empathy and clear communication while following approved

Qualifications

• Minimum 3 years of relevant patient service support experience (such as 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

Responsibilities

• Develop and maintain 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

Skills

Interpersonal skills

Phone communication

Verbal communication

Multitasking

Education

High School Diploma

BS/BA Degree Preferred

Job description

Novartis is seeking a Case Manager (Care Navigator 2) to serve as the primary contact for patients and healthcare professionals during the initiation of treatment. You will guide onboarding, insurance verification, financial assistance, and ongoing support, collaborating with the patient support team to ensure accurate information sharing with providers and patients.

You will handle a defined territory, develop SME knowledge, and maintain empathy and clear communication while following approved