Case Manager 2 (Care Navigator 2)

Your responsibilities will include, but are not limited to: 

• Develop and maintain Subject Matter Expert (SME) level knowledge of the relevant brand and customer workstreams for the specific assigned program 

• Learn and utilize protocols to respond to customer phone, chat, fax, SMS / text, mail, and e-mail inquiries as well as other communication channels in a prompt and courteous manner 

• Professionally and compliantly interact with customers, relevant Novartis associates, and other external contacts during inbound and outbound phone calls 

• Manage assigned cases throughout the patient journey; perform proper and timely escalation, tracking, triage and follow-up where required  

• Handle complex interactions and/or cases as it pertains to navigating insurances and financial assistance 

• Adhere to call guides, job aides 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 the relevant status details 

• Promptly and courteously respond to tasks and notifications from PSC counterparts 

• As applicable, raise innovative ideas which will drive improved efficiency and effectiveness of customer service to Supervisors 

• Responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes 

• Education:  

• High School Diploma required, associate or BS/BA degree preferred 

• Other Work Requirements: 

• When working from home, a quiet dedicated space with internet/WiFi service or the ability to obtain such service where the employee can work without interruption 

• Ability to work the scheduled work hours, which generally will be a 9-hour shift with two paid rest breaks and an unpaid lunch break; Working schedule is either 8:00 am EST – 5:00 pm EST/9:30 am – 6:00 pm EST or 11:00 am EST – 8:00 PM EST 

• Ability to complete all calls once they have begun to ensure no interruption of service 

• For Patient Support Center (PSC) Roles with a Dedicated Training Period: The individual hired for this role will be required to successfully complete initial training, including passing simulations and become certified to do the role 

Required Experience: 

• Minimum 3 years of relevant patient service support experience (such as Healthcare, Pharmaceuticals, Patient Services or Contact Center Experience 

• Strong interpersonal, telephone and verbal communication skills, including the ability to project warmth and compassion while effectively and efficiently conveying information 

• Excellent written communication skills including the ability to interpret, capture and document the essence of and next steps for customer conversations in a clear and cogent way 

• Must follow oral and written directions  

• Ability to multitask and balance multiple priorities at once 

• Computer literacy in with email, video conferencing systems, and data entry/case management systems 

Preferred Experience:  

• Experience working with Salesforce or other CRM platforms 

• Strong business acumen 

• Excellent English proficiency

Therapeutic area experience 

• No therapeutic area experience required.