Care Navigator 2

This position will be located in Tempe, AZ and is not eligible for remote work. Travel may be required as defined by the business.

About the Role

The Case Manager (Care Navigator 2) serves as the dedicated point of contact for patients and healthcare professionals when initiating treatment with a Novartis therapy. Responsibilities include navigating onboarding, insurance verification, financial assistance, and providing ongoing support as requested by the patient and their healthcare professional. Case Managers collaborate with cross-functional team members within Novartis Patient Support to ensure continuity of information shared with healthcare professionals and patients.

As a Case Manager, you will be assigned a specific territory and become an expert in that regional area to best assist individuals who contact you via phone, service request forms (SRFs), or financial assistance applications. You will possess critical thinking and communication skills, an aptitude for learning, and a commitment to continual development.

Responsibilities

• Develop and maintain Subject Matter Expert (SME) level knowledge of the relevant brand and customer workstreams for the assigned program.
• Learn and utilize protocols to respond to customer inquiries via phone, chat, fax, SMS/text, mail, and email in a prompt and courteous manner.
• Professionally and compliantly interact with customers, Novartis associates, and external contacts during inbound and outbound communications.
• Manage assigned cases throughout the patient journey, including escalation, tracking, triage, and follow-up as required.
• Handle complex interactions related to navigating insurance and financial assistance.
• Adhere to call guides, job aids, and work instructions for case processing and cadence.
• Meet 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.
• Respond promptly and courteously to tasks and notifications from Patient Support Center (PSC) counterparts.
• Raise innovative ideas to drive improved efficiency and effectiveness of customer service.
• Identify and report adverse events via established Novartis systems as per applicable processes.

Requirements

• High School Diploma required; associate or BS/BA degree preferred.
• Prior Novartis Care Navigator training certifications or equivalent preferred.
• Must live within 90 miles of the East Hanover, NJ or Tempe, AZ Novartis site and be able to commute onsite for occasional meetings or events.
• When working from home, must have a quiet, dedicated workspace with reliable internet/WiFi to work without interruption.
• Ability to work scheduled 9-hour shifts (including two paid rest breaks and an unpaid lunch break) within the following windows:
  • 8:00 AM EST – 5:00 PM EST
  • 9:30 AM EST – 6:00 PM EST, or
  • 11:00 AM EST – 8:00 PM EST.
• Ability to complete all calls once started to ensure no interruption of service.
• For roles with a dedicated training period: Must successfully complete initial training, including passing simulations, to become certified.

Qualifications

• Minimum 3 years of relevant patient service support experience (e.g., healthcare, pharmaceuticals, patient services, or contact center).
• Strong interpersonal, telephone, and verbal communication skills, including projecting warmth and compassion while conveying information effectively.
• Excellent written communication skills, including the ability to interpret, capture, and document customer conversations clearly.
• Ability to follow oral and written directions.
• Strong multitasking and prioritization skills.
• Computer literacy with email, video conferencing, and data entry/case management systems.

Preferred Experience

• Experience working with Salesforce or other CRM platforms.
• Strong business acumen.
• Bilingual (Spanish) preferred.
• Therapeutic area experience is not required.

Pay

The salary for this position is expected to range between $45,300 and $84,100 per year. The final salary offered is determined based on factors such as relevant skills and experience. Compensation includes a performance-based cash incentive and eligibility for annual equity awards.

Benefits

• Comprehensive health, life, and disability benefits.
• 401(k) with company contribution and match.
• Generous time off package, including vacation, personal days, holidays, and other leaves.