Care Navigator 2

About the Role

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. Case Managers will also work 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 call in, submit service request forms (SRFs), or require financial assistance. You will possess critical thinking and communication skills, an aptitude for learning, and strive for 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; perform escalation, tracking, triage, and follow-up as required.
• Handle complex interactions related to navigating insurances 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 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 site and commute onsite for occasional meetings or events.
• Quiet, dedicated workspace with internet/WiFi service for remote work.
• Ability to work scheduled 9-hour shifts (8:00 AM–5:00 PM EST, 9:30 AM–6:00 PM EST, or 11:00 AM–8:00 PM EST) with two paid rest breaks and an unpaid lunch break.
• Ability to complete calls without interruption to ensure service continuity.
• Successful completion of initial training, including passing simulations and certification for the role.

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.
• Excellent written communication skills to document customer conversations clearly and cogently.
• 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 with Salesforce or other CRM platforms.
• Strong business acumen.
• Bilingual (Spanish) preferred.
• Therapeutic area experience (not required).

Pay

The salary for this position is expected to range between $45,300 and $84,100 per year. The final salary is determined based on relevant skills and experience and is reviewed periodically. 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.

Schedule

• 9-hour shifts with two paid rest breaks and an unpaid lunch break.
• Available shifts: 8:00 AM–5:00 PM EST, 9:30 AM–6:00 PM EST, or 11:00 AM–8:00 PM EST.

This position is located in Tempe, AZ, and requires travel as defined by the business. Customer-facing roles may require adherence to customers' COVID-19 vaccination policies, subject to applicable laws.