We have an incredible opportunity to formulate exciting new partnerships to deliver transformative patient services as we continue to build out our Patient Support Center (PSC). The PSS team is uniquely positioned to help support our goal of providing appropriate medications to twice as many patients twice as fast.
The PSC Reimbursement Team 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 appropriate alignment with PSS goals. The team is committed to helping customers by improving delivery of medication access information.
• 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.
JOB DESCRIPTION:
The Patient Navigator provides education and reimbursement/case management support for healthcare providers and patients. From Intake to Outcome, Novartis Patient Support Patient Navigators are dedicated to supporting healthcare providers and patients throughout the reimbursement journey by providing ongoing education, support, solutions, and dedicated resources to help limit barriers that may hinder appropriate patient outcomes.
POSITION SUMMARY:
Under the general supervision of the Novartis Patient Support Center Team Manager, the Patient Navigator is responsible for customer service, support, education, outreach, and case management. The Patient Navigator will work interactively with internal teams, patients, healthcare providers, pharmacies, and payers. The Patient Navigator team will also support various reimbursement and patient assistance functions. The Patient Navigator will respond to all patient and customer/provider account inquiries.
This position does not involve the practice of nursing, provide clinical advice or counseling for the patient. Documents all interactions with the Novartis Patient Support Center are in compliance with HIPAA regulations.
PRIMARY DUTIES AND RESPONSIBILITIES:
• The Patient Navigator interacts directly with patients and/or their caregivers via telephonic support and acts as a single point of contact and voice for patients.
• Works as a patient advocate, demonstrates compassion and coordinates access to therapies, conducts appropriate follow up and facilitates access to appropriate support services
• Collects and review all patient information, to the degree authorized by the SOP of the program
• Validates completeness of all required information and provides assistance to provider and/or patient
• Provides guidance to physician office staff and patients on how to complete and submit all necessary program applications in a timely manner
• Provides exceptional customer service to internal and external customers; responds and resolves customer requests in a timely and accurate manner; escalates complaints accordingly
• Maintain frequent phone contact with patients, provider representatives, payer, third party customer service representatives and pharmacy staff
• Educates on support resources and information relating to Novartis therapies as prescribed by an HCP, including access offerings, disease state and relevant dosing/administration, treatment reminders within the established guidelines of approved call cadence guides and work instructions
• Confirm patient eligibility according to approved work instruction within the CRM platform
• Responsible for ongoing management of primary caseload
• Provides payer education, reimbursement information, resources and support to providers and/or patients to support access to therapy.
• Reports all Adverse Events (AE) disclosed in alignment with training and Standard Operational Procedures (SOP)
• Maintain accurate and thorough documentation of all patient interactions, including adverse event reporting as required by corporate guidelines within the electronic CRM platform.
• Lead triage of daily caseload in Salesforce and assign to Navigator team
• Required to adhere to compliance guidelines as required by Novartis Pharmaceuticals and the Novartis Patient Navigator Program including Up4Growth, approved call guides and scripts, HIPAA guidelines and adverse event reporting
• Participate in ongoing training with Patient Navigator team on new and/or updated Program information, i.e. work instructions, call guides, disease area, product specific content, Patient Navigator overall role and responsibilities as well as brand, call cadences, and compliance training
• Exhibit collaborative behaviors with external vendor teams to ensure seamless program/platform operations, enhance operational efficiencies, and ensure that all materials and activities are executed in full alignment with NPC and Patient Navigator standards with
• Exhibit collaborative behaviors with cross functional teams (Patient Services, Brand(s), Patient Safety, Legal, Compliance and Privacy) to ensure seamless program operations, enhanced operational efficiencies and reporting
• Works on problems of moderate scope where analysis of data requires a review of a variety of factors. Exercises judgment within defined standard operating procedures to determine appropriate action
• Typically receives little instruction on day-to-day work, general instructions on new assignments
• Extensive knowledge of HIPAA regulations and follows all company policies
• Provides education and support for Risk Evaluation and Mitigation Strategy (REMS) Program requirements
• Perform related duties as assigned
The pay range for this position at commencement of employment is expected to be between $80,000 — $120,000 /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.Minimum requirements
EXPERIENCE AND EDUCATIONAL REQUIREMENTS:
• Previous 5+ years of experience in a specialty pharmacy, medical insurance, reimbursement hub experience, physician’s office, healthcare setting, and/or insurance background preferred
• 3+ years of experience working with Complex Specialty products in a pharmaceutical/healthcare setting required (such as Biologics, Medical Devices, Oncology, Transplant, Infusion, Rare Disease, etc.)
• Bachelor’s degree; Nursing Degree (RN, NP, PA)
MINIMUM SKILLS, KNOWLEDGE, AND ABILITY REQUIREMENTS:
• Excellent verbal and written communication skills
• Ability to multi-task and adapt to changing priorities
• Proficient keyboard skills
• Competency in MS Word and Excel
• Clinical Background/Experience
• Knowledge of HIPAA regulations
• Detailed oriented and highly organized
• Excellent interpersonal skills
• Knowledge of pharmacy benefits, and medical benefits
• Global understanding of commercial and government payers preferred
• Ability and initiative to work independently or as a team member
• Ability to problem solve
• Customer satisfaction focused
• Preferred Experience
o Oncology/Rare Disease
o Telemedicine/Contact Center/Patient Support
o Risk Evaluation and Mitigation Strategy (REMS)
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit
The employee must occasionally lift and/or move up to 10 pounds.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
SCHEDULE:
● Must be flexible on schedule and hours
● Overtime may be required from time to time
● Must be willing to work weekends if required to meet company demands
Novartis is an equal employment opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against based on race, color, sex, sexual orientation, gender identity, religion, disability, age, genetic information, veteran status, ancestry, or national or ethnic origin.
What you’ll receive:
Competitive salary, annual bonus, long term incentive for select levels, health insurance, paid vacation/holidays, potential flexible working arrangements, employee recognition program, employee referral program
Why consider Novartis?
769 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.
Commitment to Diversity & Inclusion:
Novartis embraces diversity, equal opportunity, and inclusion. We are committed to building diverse teams, representative of the patients and communities we serve, and we strive to create an inclusive workplace that cultivates bold innovation through collaboration, and
empowers our people to unleash their full potential.
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