Job Description Summary
#LI-Hybrid
The ideal location for this role is the East Hanover, New Jersey site. Relocation may be possible and requires necessary approvals.
Company will not sponsor visas for this position.
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. 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. 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. 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.
Job Description
Major Accountabilities
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
Essential Requirements
Education: High School Diploma required, associate or BS/BA degree preferred
Prior Novartis Care Navigator training certifications or equivalent training certifications.
Minimum 3 years of relevant patient service support experience (such as Healthcare, Pharmaceuticals, Patient Services or Contact 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
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
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 work the scheduled work hours, which generally will be a 9-hour shift with two paid rest breaks and an unpaid…