Support Coordinator 2 (Multiple Positions)

Novartis-posted 7 months ago
$45,300 - $84,100/Yr
Full-time • Entry Level
Remote • East Hanover, NJ
Chemical Manufacturing
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This position will be located at the East Hanover, NJ site and will not have the ability to be located remotely. The Support Coordinator 2 (SC2) is responsible for accurately and efficiently making outbound calls to consented patients and caregivers to deliver scripted content in support of the patient's ongoing treatment journey. The Support Coordinator 2 educates and delivers messaging regarding the brand, treatment expectations and support tips and resources based on program cadence and content. This role supports programs associated with specialty pharmacy or radio ligand therapeutic products for highly complex, rare or orphan diseases. The Support Coordinator 2 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 Patient Navigator. The SC2 also triages to other designated departments/entities per the program business rules.

  • Develop and maintain knowledge of product specific adherence services, channels and cadence; 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.
  • Make outbound calls, and other omni channel outreaches to patients/caregivers in assigned case load.
  • Answer inbound calls to connect with patient/caregivers that are responding to outbound communications.
  • 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.
  • As applicable, raise innovative ideas to Supervisors in order to drive improved efficiency and effectiveness of the SC2 role.
  • 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.
  • Utilize various communication tools and platforms to facilitate seamless interaction and documentation.
  • Multitask effectively, balancing verbal and written communication to provide timely and accurate responses.
  • Ensure all written communication is free from spelling and grammatical errors, maintaining a high standard of professionalism.
  • Maintain confidentiality and handle sensitive information with discretion.
  • Identify and report adverse events via the established Novartis systems as per applicable processes.
  • Education: High School Diploma required, Associate's degree or higher preferred.
  • Minimum 2 years 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.
  • Excellent written and verbal communication skills - ability to follow oral and written directions.
  • Strong command of spelling, grammar, and punctuation.
  • Strong problem-solving and critical thinking skills.
  • Experience working with data entry system(s), fax machines, computer software, and telephone technology.
  • Computer literacy in MS Word, MS Teams, Excel.
  • Excellent multitasking skills and the ability to manage multiple communication channels simultaneously.
  • Strong attention to detail and the ability to produce error-free written communication.
  • Ability to work in a fast-paced environment and handle high-pressure situations with ease.
  • Minimum of 2+ years of experience supporting complex specialty products in a call center environment in orphan, rare disease or other complex disease states.
  • 1 Year experience administering adherence calls, and other adherence tactics.
  • The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave).
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