Novartis Hiring for Care Navigator – Schedule am-pm ET job in East Hanover Full Time

By 2023, Patient and Specialty Services (PSS) is projected to support over 1.4 Million patients and impact nearly $4B of Novartis’s US Pharma revenue. PSS provides mission critical support to Novartis brands by helping patients access medications needed to improve their health.

The creation of an internal Engagement Center is a strategic priority for US Pharma. We have an incredible opportunity to formulate exciting new partnerships to deliver transformative patient services. The PSS team is uniquely positioned to help support our goal of providing appropriate medications to twice as many patients twice as fast.

The Engagement Center will support all franchises by providing omni-channel customer support and patient access. By leveraging workforce management, technology, and through staff retention and engagement, it will ensure strong alignment with PSS brand goals. The team is committed to helping customers by improving medication delivery.

• If you are customer-obsessed.
• If you are energized by leading teams of people through
change.
• If you are motivated by measured outcomes.

You should consider joining the Novartis PSS Engagement Center

Overview over job:
The Care Navigator 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. Care Navigators will also be working with cross-functional team members within Patient & Specialty Services, where appropriate to ensure continuity of information being shared with the healthcare professional and patients.

As a Care Navigator, 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. Care Navigators will possess critical thinking and communication skills, an aptitude for learning and strive for continual development.

Your responsibilities will include, but are not limited to:

• Ongoing case management once a patient is prescribed a Novartis therapy which includes, but is not limited to phone-based outreaches, case documentation, sending communications and answering questions.
• Handle complex interactions and/or cases as it pertains to navigating insurances and financial assistance
• Learn, utilize, and recommend enhancements of protocols to respond to customer phone, chat, fax, intelligent chatbot, SMS / text, mail, and e-mail inquiries as well as other communication channels in a prompt and courteous manner
• Prepare proper documentation, and notifications; perform proper escalation, tracking, and follow-up
• Understand program requirements and patient journeys to ensure high level of customer service and know when to transfer individuals as needed
• Evolve skills to provide detailed resolution regarding program specialties over time
• As applicable, raise innovative ideas which will drive improved efficiency and effectiveness of customer service to Team Leads.
• Adhere to all applicable Working Practice Documents (WPDs), Work Instructions (WIs) and Compliance
Guidelines

Why consider Novartis?
750 million. That’s how many lives our products touch. And while we’re proud of that fact, in this world of digital and technological transformation, we must also ask ourselves this: how can we continue to improve and extend even more people’s lives?

We believe the answers are found when curious, courageous and collaborative people like you are brought together in an inspiring environment. Where you’re given opportunities to explore the power of digital and data. Where you’re empowered to risk failure by taking smart risks, and where you’re surrounded by people who share your determination to tackle the world’s toughest medical challenges.

We are Novartis. Join us and help us re-imagine medicine.What you’ll bring to the role:
•Education:
•HS Diploma required
•Associate or BA/BS degree preferred
•This role is a hybrid working role where you will be required to work in the office as scheduled and work from home
•Proximity and ability to commute to work onsite in East Hanover
•This job requires you live within 90 miles of the East Hanover site of Novartis

Required Experience:
•Minimum 3 years of relevant patient service support experience (such as Healthcare, Pharmaceuticals, Patient Services or Contact Center Experience
•Experience in case management within the healthcare industry such as insurance, re-imbursement, co-pay programs and patient assistance programs
•Experience working with patients and/or healthcare professionals
•Strong phone and verbal communication skills including empathetic listening skills and experience resolving customer and patient concerns over the phone
•Strong critical thinking skills and ability to prioritize effectively
•Ability to balance multiple priorities to be able to effectively prioritize tasks and activities

Desired Experience:
•Background in Nursing, Social Work, Pharmacy or related fields preferred (Note: This position does not involve the practice of nursing)
•Experience working with salesforce.com CRM platforms, Microsoft PowerPoint, Microsoft Excel, and telephone technology
•Experience and exposure in balancing multiple priorities
•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 (Novartis offers a subsidy to partially cover the cost of this technology) where the employee can work without interruption

Ability to work the scheduled work hours, which generally will be an 8-hour schedule with two paid rest breaks and an unpaid lunch break. Schedule 1 hours: 8am – 5pm ET, Schedule 2 hours: 9am – 6pm ET, and Schedule 3 hours: 11am-8pm ET Monday through Friday

The pay range for this position at commencement of employment is expected to be between $51,800 — $77,600 /year; however, while salary ranges are effective from 1/1/23 through 12/31/23, fluctuations in the job market may necessitate adjustments to pay ranges during this period. Further, final pay determinations will depend on various factors, including, but not limited to geographical location, experience level, knowledge, skills and abilities. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.