Patient Navigator (11:00 a.m. to 8:00 p.m.)

Patient Navigator (US-National) About the role : Location: East Hanover, NJ This position will be located at the East Hanover, New Jersey site and will not have the ability to be located remotely. This position will require travel as defined by the business. Please note that this role would not provide relocation and only local candidates will be considered. SCHEDULE: *8:00 a.m. to 5:00 p.m. EST ● Must be flexible on schedule and hours ● Overtime may be required from time to time About this role: By 2023, Novartis Patient Support (NPS) is projected to support over 1.4 Million patients and impact nearly $4B of Novartis’s US Pharma revenue. NPS provides mission critical support to Novartis brands by helping patients prescribed Novartis products with assistance to address any access challenges and get on medications needed to improve their health. We have an incredible opportunity to formulate exciting new partnerships to deliver transformative patient services as we continue to build out our Patient Support Center (PSC). The NPS team is uniquely positioned to help support our goal of providing appropriate medications to twice as many patients twice as fast. The PSC Team 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 appropriate alignment with NPS goals. The team is committed to helping customers by improving delivery of medication access information. •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 NPS Patient Support Center. The Patient Navigator provides education and reimbursement/case management support for healthcare providers and patients. From Intake to Outcome, Novartis Patient Support Patient Navigators are dedicated to supporting healthcare providers and patients throughout the reimbursement 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 Team Manager, the Patient Navigator is responsible for customer service, support, education, outreach, and case management. The Patient Navigator will work interactively with internal teams, patients, healthcare providers, pharmacies, and payers. The Patient Navigator team will also support various reimbursement and patient assistance functions. The Patient Navigator 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. Role Responsibilities: •Works as a patient advocate, demonstrates compassion and coordinates access to therapies, conducts appropriate follow up and facilitates access to appropriate support services •Collects and review all patient information, to the degree authorized by the SOP of the program •Validates completeness of all required information and provides assistance to provider and/or patient •Provides guidance to physician office staff and patients on how to complete and submit all necessary program applications in a timely manner •Provides exceptional customer service to internal and external customers; responds and resolves customer requests in a timely and accurate manner; escalates complaints accordingly •Participate in ongoing training with Patient Navigator team on new and/or updated Program information, i.e. work instructions, call guides, disease area, product specific content, Patient Navigator overall role and responsibilities as well as brand, call cadences, and compliance training EXPERIENCE AND EDUCATIONAL REQUIREMENTS: •Bachelor’s degree Required •Previous 5+ years of experience in a specialty pharmacy, medical insurance, reimbursement hub experience, physician’s office, healthcare setting, and/or insurance background preferred •3+ years of experience working with Complex Specialty products in a pharmaceutical/healthcare setting required (such as Biologics, Medical Devices, Oncology, Transplant, Infusion, Rare Disease, etc.) •Clinical Background/Experience •Knowledge of HIPAA regulations •Knowledge of pharmacy benefits, and medical benefits •Global understanding of commercial and government payers preferred •Ability and initiative to work independently or as a team member Preferred Experience *Nursing Degree (RN, NP, PA) preferred oRenal/Rare Disease oTelemedicine/Contact Center/Patient Support oRisk Evaluation and Mitigation Strategy (REMS) oCRM experience