May 20, 2022

Job Description

By 2023, Patient and Specialty Services (PSS) is projected to support over 1.4 Million patients and impact nearly $4B of Novartis’s US Pharma revenue. PSS provides mission critical support to Novartis brands by helping patients access medications needed to improve their health.

The creation of an internal Engagement Center is a strategic priority for US Pharma. We have an in-credible opportunity to formulate exciting new partnerships to deliver transformative patient services. The PSS team is uniquely positioned to help support our goal of providing appropriate medications to twice as many patients twice as fast.

The Engagement Center will support all franchises by providing omni-channel customer support and patient access. By leveraging workforce management, technology, and through staff retention and engagement, it will ensure strong alignment with PSS brand goals. The team is committed to helping customers by improving medication delivery.
• If you are customer-obsessed.
• If you are energized by leading teams of people through change.
• If you are motivated by measured outcomes.
You should consider joining the Novartis PSS Engagement Center

Working schedule for this job is either 11:00 am EST – 8:00 pm EST or 11:15 am EST – 8:15 pm EST.

The Care Navigator will be responsible for providing support and resolution for customer requests. They will accurately and efficiently answer calls that are received from patients, their caregivers, and health care practitioners. Care Navigators will educate and advise regarding the brand, enrollments, and insurance information as appropriate.

The Care Navigator may share appropriate information with Patient Specialty Services field teams. This information may cover program-related queries from customers, support enrollments, provide pre-authorizations for medical treatment, and outline information regarding co-payments.

The representative must have strong communication skills to converse with customers about issues they are experiencing and be able to offer solutions in accordance with approved procedures.

A Care Navigator will possess a learning mindset, the ability to accept and implement constructive feedback, and a general aptitude for learning and continual development. In addition, A Care Navigator will possess the ability to manage stressful calls as they arise, while reflecting a calm and reassuring tone and attitude for our patients, their families, and their caregivers.

Your responsibilities will include, but are not limited to:
• Develop and maintain knowledge of PSS programs and customer workstreams; broaden pro-gram 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 teams to transfer customers to other units as needed - ensure that referrals are addressed in a timely, consistent, and organized manner to avoid the delay of care for the patient
• Evolve skills to provide detailed resolution regarding program specialties over time
• As applicable, raise innovative ideas which will drive improved efficiency and effectiveness of customer service to Team Leads.

This position will be located at the East Hanover site and will not have the ability to be located remotely. Proximity and ability to commute to work onsite in East Hanover at least 1 week per month and for occasional meetings or events, to be scheduled at the discretion of the business.

Diversity & Inclusion / EEO

The Novartis Group of Companies are Equal Opportunity Employers and take pride in maintaining a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status. We are committed to building diverse teams, representative of the patients and communities we serve, and we strive to create an inclusive workplace that cultivates bold innovation through collaboration and empowers our people to unleash their full potential.

Minimum Requirements

Education and personal/skills requirements:
o High School Diploma required
o Learning mindset required, including the ability to accept and implement constructive feedback
o The ability to handle stressful calls, as may arise from time to time, including the ability to reflect a calm and reassuring tone and attitude for our patients, their families, and their caregivers.
o The ability to multitask and balance multiple priorities at once.
o Strong interpersonal, telephone and verbal communication skills, including the ability to project warmth and compassion while effectively and efficiently conveying information.
o Ability to follow oral and written directions
o Strong writing skills, including the ability to interpret, capture and document the essence of customer conversations, including the recommended next steps in a clear and cogent way.
Other Work Requirements:
o When working from home, a quiet dedicated space with internet/WiFi service or the ability to obtain such service (Novartis offers a subsidy to partially cover the cost of this technology) where the employee can work without interruption
o Ability to work the scheduled work hours, which generally will be an 8-hour shift; Working schedule is either 11:00 am EST – 8:00 pm EST or 11:15 am EST - 8:15 pm EST
o Ability to complete all calls once they have begun to ensure no interruption of service.

Required Experience:
o ~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
o Experience with work that requires the balancing of multiple priorities.
o Experience working with data entry system(s), fax machines, computer software, and telephone technology
o Computer literacy in MS Word, MS Teams, Excel
Preferred Experience:
o 1 year of Customer Contact Center Experience in the Pharmaceuticals industry

Why Novartis?
766 million lives were touched by Novartis medicines in 2021, and while we’re proud of this, we know there is so much more we could do to help improve and extend people’s lives.

Commitment to Diversity & Inclusion:
Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.

Accessibility and Reasonable Accommodations: The Novartis Group of Companies are committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please send an e-mail to [email protected] call +1 (877)395-2339 and let us know the nature of your request and your contact information. Please include the job requisition number in your message.

While Novartis does not require vaccination at this time, for certain Novartis sites in the US all associates and candidates may be required to either upload an image of their COVID-19 vaccine card demonstrating proof of full vaccination for COVID-19 (or other similar evidence of vaccination) or proof of a negative COVID-19 test taken by the associate or candidate within the past seven days to enter any of our sites and/or customer office or healthcare facility, as well as prior to participating in other work related off-site meetings. Employees working in customer-facing roles must adhere to and comply with customers’ (such as hospitals, physician offices, etc.) credentialing guidelines, which may require vaccination. As required by applicable law, Novartis will consider requests for reasonable accommodation for those unable to be vaccinated. This requirement is subject to applicable state and local laws and may not be applicable to employees working in certain jurisdictions. Please send accommodation requests to [email protected].
East Hanover, NJ
Full Time
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Care Navigator 1 (Schedule 2)

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