Role OverviewThe 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.
What You Will Do
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, and professionally interact with customers, relevant Novartis associates, and other external contacts during inbound and outbound phone calls.
Why It Might Be a Fit
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.
Requirements
- Prior Novartis Care Navigator training certifications or equivalent training certifications
- Minimum 3 years of relevant patient service support experience
- Strong interpersonal, telephone and verbal communication skills
- Excellent written communication skills
- Ability to multitask and balance multiple priorities at once
- Computer literacy in with email, video conferencing systems, and data entry/case management systems
Benefits
- Comprehensive benefits package
- 401(k) with company contribution and match
- Vacation, personal days, holidays, and other leaves
- Performance-based cash incentive
- Annual equity awards
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