Job Specifications
:::Please note: This is a temporary contractor opportunity at Novartis :::
Novartis touches the lives of a tenth of the world's population. Every role here, regardless of contract type, makes an impact on human life!
Novartis US partners with external managed service provider Magnit Global to offer engaging temporary contractor opportunities like this, to those who are looking for flexibility in their career while looking to gain new skills and experiences providing services to an inclusive global medicines company. Click here to learn more about Magnit www.magnitglobal.com
Ready to work with/through Magnit at Novartis? Please read on...
Patient Navigator
*Candidates must be flexible with required shifts outlined below*
Your Responsibilities:
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 pro-vide 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 (KPls), and net promoter scores.
The Case Manager (Patient Navigator) provides specialty brand education and case management support for healthcare providers and patients. From Intake to outcome, NPS Case Managers are dedicated to supporting healthcare providers and patients throughout the journey by providing ongoing education,support, solutions, and dedicated resources to help limit barriers that may hinder appropriate patient outcomes.
Under the general supervision of the NPS Supervisor, the Case Manager is responsible for customer service, support, education, outreach, and case management for patients. As a Case Manager, you will be assigned a specific territory to work within and become an expert in that regional area to best assist the individuals who call in, enroll, or require financial assistance.
The Case Manager will work interactively with internal teams, patients, healthcare providers, pharmacies, and other external parties. The Case Manager team will also support various patient education and financial assistance functions. The Case Manager will respond to all patient and customer/provider account inquiries.
This position does not involve the practice of nursing, provide clinical advice or counseling for the patient. Documents all interactions with the Novartis Patient Support Center are in compliance with HIPAA regulations.
Your responsibilities will include, but are not limited to:
The Case Manager interacts directly with Health Care Providers, Office Contacts, patients and/or their caregivers via telephonic support and acts as a single point of contact and voice for patients.
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.
Provides guidance to physician office staff and patients on how to complete and submit all necessary program applications in a timely manner
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 insurance, specialty pharmacies and financial assistance with exceptional customer service
Educates on support resources and information relating to Novartis therapies as prescribed by an HCP, including access offerings, disease state and relevant dosing/administration, treatment reminders within the established guidelines of approved call cadence guides and work instructions
Adhere to call guides, job aides and work instructions for case processing and case cadence.
Adhere to Service Level Agreements (SLAs), Key Performance Indicators (KPls), productivity, and quality metrics.
Leverage dual monitors