Case Manager 2-PSC (Patient Support Center) Multiple Positions-Tempe, AZ

Your responsibilities will include, but are not limited to:

• Develop and maintain Subject Matter Expert (SME) level knowledge of the relevant brand and customer workstreams for the specific assigned program

• 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

• 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 insurances and financial assistance

• Adhere to call guides, job aides and work instructions for case processing and case cadence

• Adhere to Service Level Agreements (SLAs), Key Performance Indicators (KPIs), productivity, and quality metrics

• Leverage dual monitors and technological solutions to support Case Management activities

• Accurately and concisely document all interactions to inform cross-functional partners on the relevant status details

• Promptly and courteously respond to tasks and notifications from PSC counterparts

• As applicable, raise innovative ideas which will drive improved efficiency and effectiveness of customer service to Supervisors

• Responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes

• Education:

• High School Diploma required, associate or BS/BA degree preferred

• Travel requirements:

• This job requires you live within 90 miles of the East Hanover, NJ or Tempe, AZ site of Novartis

• Proximity and ability to commute to work onsite in East Hanover, NJ or Tempe, AZ as required by our hybrid model and for occasional meetings or events. To be scheduled at the discretion of the business. Onsite expectations one week per month and occasional meetings or training as needed.

• Other Work Requirements:

• 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

• Ability to work the scheduled work hours, which generally will be a 9-hour shift with two paid rest breaks and an unpaid lunch break; Working schedule is either 8:00 am EST - 5:00 pm EST/9:00 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

Required Experience:

• Minimum 3 years of relevant patient service support experience (such as Healthcare, Pharmaceuticals, Patient Services or Contact Center Experience

• Strong interpersonal, telephone and verbal communication skills, including the ability to project warmth and compassion while effectively and efficiently conveying information

• Excellent written communication skills including the ability to interpret, capture and document the essence of and next steps for customer conversations in a clear and cogent way

• Must follow oral and written directions

• Ability to multitask and balance multiple priorities at once

• Computer literacy in with email, video conferencing systems, and data entry/case management systems

Preferred Experience:

• Experience working with Salesforce or other CRM platforms

• Strong business acumen

• Bi-lingual, Spanish speaking preferred

Therapeutic area experience

• No therapeutic area experience required.