Case Manager 2-PSC (Patient Support Center) Multiple Positions-East Hanover, NJ

Job Description Summary

Location: East Hanover, NJ

Novartis is a global company that combines medical science and digital technology to provide life-changing medicines to millions of people. We offer numerous opportunities for growth and development, including global and local cross-functional careers and a wide range of learning programs. Our strong pipeline of medicines ensures continued business growth and enables us to bring innovative treatments to patients quickly.

Novartis Patient Support (NPS) plays a crucial role in helping eligible patients access and continue their prescribed medications. We work directly with patients, caregivers, and prescribing customers to pro-vide education and support on access, affordability, acquisition, and adherence programs. Our team has supported millions of patients in the US, assisting over 500,000 patients annually.

The Novartis Patient Support Center (PSC) is the central operational function within our organization. We handle all patient, caregiver, and customer transactions related to supporting patient access, including intake, case management, benefits verification, prior authorization and appeals support, specialty pharmacy triage, and adherence support. We are committed to delivering exceptional customer service, which is measured through service level agreements (SLAs), key performance indicators (KPIs), and net promoter scores.

Overview of job:

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 be working with cross-functional team members within Novartis Patient Support, where appropriate, to ensure continuity of information being shared with the healthcare professional and patients.

As a Case Manager, 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. Case Managers will possess critical thinking and communication skills, an aptitude for learning and strive for continual development.

The Case Manager must have strong communication skills to converse with customers about the patient’s journey and be able to offer next steps in accordance with approved procedures. The Case Manager will possess an aptitude for learning, the ability to accept and implement constructive feedback, and a continual development mindset. In addition, the Case Manager will reflect a calm and reassuring tone and attitude for our patients, their families, and their caregivers, specifically during difficult or stressful interactions.

 

Job Description

  

 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 

 

What you’ll bring to the role:  

• Educat