Case Manager 2 (Care Navigator)- Multiple Positions

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 calls.
• Manage assigned cases throughout the patient journey; perform proper and timely escalation, tracking, triage, and follow-up where required.
• Handle complex interactions and cases related to navigating insurances and financial assistance.
• Adhere to call guides, job aids, 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 relevant status details.
• Promptly and courteously respond to tasks and notifications from PSC counterparts.
• Raise innovative ideas to drive improved efficiency and effectiveness of customer service to supervisors, as applicable.
• Identify and report adverse events via established Novartis systems as per applicable processes.

Requirements

• High School Diploma required; associate or BS/BA degree preferred.
• Minimum 3 years of relevant patient service support experience (e.g., Healthcare, Pharmaceuticals, Patient Services, or Contact Center).
• Prior Novartis Care Navigator training certifications or equivalent training certifications.
• Strong interpersonal, telephone, and verbal communication skills, including the ability to project 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.
• Ability to multitask and balance multiple priorities.
• Computer literacy with email, video conferencing systems, and data entry/case management systems.

Preferred Qualifications

• Experience working with Salesforce or other CRM platforms.
• Strong business acumen.
• Bilingual (Spanish) preferred.

Location and Travel

This position is located at the East Hanover, NJ or Tempe, AZ site and is not remote. You must live within 90 miles of either site and be able to commute onsite for occasional meetings or events at the discretion of the business. Travel may be required as defined by the business.

Schedule

• Scheduled work hours are a 9-hour shift with two paid rest breaks and an unpaid lunch break.
• Available shifts: 8:00 AM – 5:00 PM EST, 9:00 AM – 6:00 PM EST, or 11:00 AM – 8:00 PM EST.
• Must complete all calls once begun to ensure no interruption of service.
• When working from home, a quiet dedicated space with internet/WiFi service is required.

For roles with a dedicated training period: You will be required to successfully complete initial training, including passing simulations, to become certified for the role.

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. Upon joining Novartis, your salary will be reviewed periodically. The position may include a performance-based cash incentive and eligibility for annual equity awards.

Benefits

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

COVID-19 Vaccine Policy: While Novartis does not require vaccination for COVID-19 or proof of a recent negative test result, employees in customer-facing roles must comply with customers’ credentialing guidelines, which may require vaccination. Reasonable accommodation requests will be considered as required by law.