Case Manager 2-PSC (Patient Support Center) Multiple Positions-Tempe, AZ

Novartis

239d • $39,200 - $69,200 • Remote

About The Position

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 provide 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.

Requirements

• High School Diploma required, associate or BS/BA degree preferred
• 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
• Ability to multitask and balance multiple priorities at once
• Computer literacy in with email, video conferencing systems, and data entry/case management systems

Nice To Haves

• Experience working with Salesforce or other CRM platforms
• Strong business acumen
• Bi-lingual, Spanish speaking preferred

Responsibilities

• 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
• Raise innovative ideas which will drive improved efficiency and effectiveness of customer service to Supervisors
• Identify and report adverse events via the established Novartis systems as per applicable processes

Benefits

• 401(k) eligibility
• Various paid time off benefits, such as vacation, sick time, and parental leave
• Sign-on bonus
• Restricted stock units
• Discretionary awards
• Full range of medical and financial benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Chemical Manufacturing
• Education Level: High school or GED