Case Manager

3 weeks ago

East Hanover, United States Randstad Life Sciences US Full time

Title: Specialist – Case Manager

Duration: 6 Months

Location: East Hanover, NJ & Tempe, AZ

Pay Rate: $24-$26/hr on W2

Shift: 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



Job Overview:

The Case Manager will provide assistance 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. Case Managers will also be working with cross-functional team members within Novartis Patient Support, where appropriate, to ensure continuity of information being shared with the healthcare professional and patients.

The Case Manager must have strong communication skills to converse with customers about the patient’s journey and be able to offer next steps in accordance with approved procedures. Excellent written communication skills are required to ensure adequate case documentation and traceability. The Case Manager will possess an aptitude for learning, the ability to accept and implement constructive feedback, and a continual development mindset. In addition, the Case Manager will reflect a calm and reassuring tone and attitude for our patients, their families, and their caregivers, specifically during difficult or stressful interactions.


Your responsibilities will include, but are not limited to:

Develop and maintain 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

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 asper applicable processes

What you’ll bring to the role:



Education:

High School Diploma required

Travel requirements:

This job requires you to 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. Minimum of 1 week per month.


Other Work Requirements:



When working from home, a quiet dedicated space with internet/WiFi service or the ability to obtain such service 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/9:30 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:

Approximately 6 months of proven Contact Center experience (such as Healthcare, Pharmaceuticals, or other industry call 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:

One (1) year of Customer Contact Center Experience in the Pharmaceuticals industry

Experience with case management, pharmacy triage, and/or patient support programs

Therapeutic area experience

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