Care Navigator 2 (11 am - 8 pm EST) - Multiple Positions

About the Role:

The Care Navigator 2 serves as the dedicated point of contact to patients and healthcare professionals when initiating treatment of a Novartis therapy. Responsibilities include navigating through onboarding, insurance verification, financial assistance, and ongoing support as requested by the patient and their healthcare professional. Care Navigators will also be working with cross-functional team members within Patient & Specialty Services, where appropriate to ensure continuity of information being shared with the healthcare professional and patients.

As a Care Navigator 2, 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, submit service request forms (SRFs) or required financial assistance. Care Navigators will possess critical thinking and communication skills, an aptitude for learning and strive for continual development.

Key Responsibilities:

• Ongoing case management once a patient is prescribed a Novartis therapy which includes, but is not limited to phone-based outreaches, case documentation, sending communications and answering questions.
• Handle complex interactions and/or cases as it pertains to navigating insurances and financial assistance
• Learn, utilize, and recommend enhancements of 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
• Understand program requirements and patient journeys to ensure high level of customer ser-vice and know when to transfer individuals as needed
• 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.
• Adhere to all applicable Working Practice Documents (WPDs), Work Instructions (WIs) and Compliance Guidelines

What You’ll Bring to the Role:

Education: High school diploma required. Associates or Bachelor's degree preferred.

Essential Requirements:

• Minimum 3 years of relevant patient service support experience (such as Healthcare, Pharmaceuticals, Patient Services or Contact Center Experience
• Experience in case management within the healthcare industry such as insurance, reimbursement, co-pay programs and patient assistance programs
• Experience working with patients and/or healthcare professionals
• Strong phone and verbal communication skills including empathetic listening skills and experience resolving customer and patient concerns over the phone
• Strong critical thinking skills and ability to prioritize effectively
• Ability to balance multiple priorities to be able to effectively prioritize tasks and activities

Desirable Requirements:

• Background in Nursing, Social Work, Pharmacy or related fields preferred (Note: This position does not involve the practice of nursing)
• Experience working with salesforce.com CRM platforms, Microsoft PowerPoint, Microsoft Excel, and telephone technology
• Experience and exposure in balancing multiple priorities
• Strong business acumen
• Bilingual, Spanish speaking preferred

Other Requirements:

• Ability to work the scheduled work hours, which generally will be an 8-hour shift; Working schedule is 11:00 am EST – 8:00 PM EST.
• This job requires you live within 90 miles of the Tempe site of Novartis.
• This role is a hybrid working role where you will be required to work in the office as scheduled and work from home
• When working from home, a quiet dedicated space with internet/WiFi service or the ability to obtain such service where the employee can work without interruption
• The individual hired for this role will be required to successfully complete initial training, including passing simulations and become certified to do the role.

The pay range for this position at commencement of employment is expected to be between $44,700 and $67,100 per year; however, while salary ranges are effective from 1/1/24 through 12/31/24, fluctuations in the job market may necessitate adjustments to pay ranges during this period.  Further, final pay determinations will depend on various factors, including, but not limited to geographical location, experience level, knowledge, skills and abilities. 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), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.