Case Manager 2 (Care Navigator)- Multiple Positions

Novartis•East Hanover, NJ

3d•$45,300 - $84,100•Hybrid

About The Position

The Case Manager (Care Navigator 2) serves as a dedicated point of contact for patients and healthcare professionals initiating treatment with a Novartis therapy. The role supports patients through onboarding, insurance verification, financial assistance, and ongoing support as requested by patients and their healthcare professionals. Each Case Manager is assigned a territory and develops expertise in its regional resources to assist people who call, submit service request forms, or seek financial assistance. The Case Manager communicates clearly about the patient journey, provides next steps in accordance with approved procedures, and maintains a calm, reassuring manner with patients, families, and caregivers, including during difficult or stressful interactions. The role requires customer support through multiple communication channels, management of assigned cases throughout the patient journey, compliant documentation and escalation, and adherence to case-processing procedures and service, productivity, and quality standards. The position is based ideally at the East Hanover, New Jersey site, with a hybrid designation and possible relocation subject to necessary approvals. The role does not offer visa sponsorship.

Requirements

High school diploma required.
Prior Novartis Care Navigator training certifications or equivalent training certifications.
At least 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 convey information efficiently with warmth and compassion.
Excellent written communication skills, including the ability to interpret, capture, and clearly document the substance and next steps of customer conversations.
Ability to multitask and balance multiple priorities.
Computer literacy with email, video conferencing systems, and data-entry or case-management systems.
Ability to work scheduled hours, generally a 9-hour shift with two paid rest breaks and an unpaid lunch break; schedules are either 8:00 a.m.–5:00 p.m. EST, 9:00 a.m.–6:00 p.m. EST, or 11:00 a.m.–8:00 p.m. EST.
When working from home, have a quiet, dedicated space with internet/Wi-Fi service or the ability to obtain it, where work can be performed without interruption.
Successfully complete initial training, including passing simulations and becoming certified for the role, when applicable.
Comply with customer credentialing guidelines for customer-facing work; those guidelines may require COVID-19 vaccination, subject to applicable law and accommodation provisions.

Nice To Haves

Associate degree or bachelor's degree.
Experience with Salesforce or other CRM platforms.
Strong business acumen.
Bilingual Spanish-speaking ability.

Responsibilities

Develop and maintain subject matter expertise in the relevant brand and customer workstreams for the assigned program.
Use protocols to respond promptly and courteously to customer inquiries by phone, chat, fax, SMS/text, mail, email, and other communication channels.
Interact professionally and compliantly with customers, Novartis associates, and external contacts during inbound and outbound calls.
Manage assigned cases throughout the patient journey, including timely escalation, tracking, triage, and follow-up where needed.
Handle complex interactions and cases involving insurance navigation and financial assistance.
Follow call guides, job aids, and work instructions for case processing and cadence, and meet service level agreements, key performance indicators, productivity targets, and quality metrics.
Use dual monitors and technological solutions to support case management activities.
Document interactions accurately and concisely so cross-functional partners have relevant status details.
Respond promptly and courteously to tasks and notifications from Patient Support Center counterparts.
Raise ideas to supervisors that may improve customer-service efficiency and effectiveness.
Identify and report adverse events through established Novartis systems and applicable processes.
Complete initial training, simulations, and role certification when assigned to a Patient Support Center role with a dedicated training period.
Complete calls once begun to avoid interruption of service.