Patient Coordinator 2

Your responsibilities will include, but are not limited to:

• Develop and maintain knowledge of PSS 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 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.
• Responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes

What you will bring to this role:

Education and personal/skills requirements:

• High School Diploma required -
• Learning mindset required, including the ability to accept and implement constructive feedback
• 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.
• The ability to multitask and balance multiple priorities at once.
• Strong interpersonal, telephone and verbal communication skills, including the ability to project warmth and compassion while effectively and efficiently conveying information.
• Ability to follow oral and written directions
• 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.

Travel requirements:

• Proximity and ability to commute to work onsite in Mexico City Office as required by our hybrid model for occasional meetings or events.  To be scheduled at the discretion of the business. 

Other Work Requirements:

• 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
• Ability to work the scheduled work hours, which generally will be an 8-hour shift; Working schedule is either 8:00 am EST – 5:00 pm EST/9:30 am – 6:00 pm EST or 11:00 am EST – 8:00 PM EST
• Ability to complete all calls once they have begun to ensure no interruption of service.
• For Patient Support Center (PSC) Roles with a Dedicated Training Period: The individual hired for this role will be required to successfully complete initial training, including passing simulations and become certified to do the role 

Experience:

• Required Experience:
• ~6 months of proven Contact Center Experience (such as Healthcare, Pharmaceuticals, or other industry call center 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
• Computer literacy in MS Word, MS Teams, Excel....

 Preferred Experience:

• 1 year of Customer Contact Center Experience in the Pharmaceuticals industry

Therapeutic area experience

• No therapeutic area experience required.