Patient Coordinator 1 (PSC)

Novartis • East Hanover, AZ

5d • Onsite

About The Position

The Patient Coordinator 1 (PC 1) is responsible for providing support and resolution for customer requests. They accurately and efficiently answer calls that are received from patients, their caregivers, and health care practitioners. The PC1 educates and addresses questions regarding the brand, enrollments, and basic case status updates as appropriate. The PC 1 role will support high volume programs associated with retail and specialty pharmacy products. The PC 1 may share appropriate information with patient/caregiver around other resources and services that the PSC may be able to offer or transfer them to the appropriate PSC partner, including their designated Care Navigator. The PC1 must be prepared to respond to program-related queries from customers, support enrollments, and outline information regarding co-payments (or connect the patient/caregiver to appropriate PSC resources, as needed). The PC 1 must have strong communication skills to converse with customers about their treatment journey and be able to offer solutions in accordance with approved procedures.

Requirements

• High School Diploma required
• Prior Novartis Patient Coordinator training certifications or equivalent training certifications.
• Minimum 6 months of proven Contact Center Experience (such as Healthcare, Pharmaceuticals, or other industry call center experience) OR BA/BS degree OR US Military experience with honorable discharge in lieu of experience.
• Experience with work that requires the balancing of multiple priorities.
• Experience working with data entry system(s), fax machines, computer software, and telephone technology.
• Excellent written and verbal communication skills – ability to follow oral and written directions.
• Strong problem-solving and critical thinking skills.
• Computer literacy in MS Word, MS Teams, Excel.
• Ability to complete all calls once they have begun to ensure no interruption of service.

Nice To Haves

• 1 year of Customer Contact Center Experience in the Pharmaceuticals industry.
• Therapeutic area experience

Responsibilities

• Develop and maintain knowledge of NPS programs and customer workstreams; broaden program knowledge over time.
• Learn and utilize protocols to respond to customer phone, chat, fax, intelligent chatbot, SMS / text, mail, and e-mail inquiries as well as other communication channels in a prompt and courteous manner
• Prepare proper documentation and notifications; perform proper escalation, tracking, and follow-up
• Work with support and product program teams to transfer customers to other units as needed -ensure that referrals/questions are addressed in a timely, consistent, and organized manner to avoid the delay of care for the patient.
• Prepare proper documentation and notifications; perform proper escalation, tracking, and follow-up.
• As applicable, raise innovative ideas which will drive improved efficiency and effectiveness of PC1 to Supervisors.
• Engage in real-time communication with patients, caregivers, healthcare providers, team members, and stakeholders via phone while simultaneously typing accurate and coherent notes, messages, or documentation.
• Ensure all written communication is free from spelling and grammatical errors, maintaining a high standard of professionalism.
• Multitask effectively, balancing verbal and written communication to provide timely and accurate responses.
• Utilize various communication tools and platforms to facilitate seamless interaction and documentation.
• Manage confidential information in accordance with Company policy and PSC processes.
• Identify and report adverse events via the established Novartis systems as per applicable processes.

Benefits

• health, life and disability benefits
• a 401(k) with company contribution and match
• a variety of other benefits
• a generous time off package including vacation, personal days, holidays and other leaves

What This Job Offers

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