Patient Support Case Coordinator

1 week ago


Tempe, Arizona, United States Novartis Full time
Job Overview

Position Summary:
This role is a temporary contractor opportunity with Novartis, a company that significantly impacts global health.

As a Patient Support Case Coordinator, you will assist patients and healthcare professionals in initiating treatments with Novartis therapies. Your responsibilities will encompass navigating onboarding processes, verifying insurance, providing financial assistance, and offering ongoing support as needed.

Key Responsibilities:

  • Develop and maintain expertise in relevant brand and customer workflows for the assigned program.
  • Utilize established protocols to respond to inquiries via phone, chat, fax, SMS, mail, and email in a timely and courteous manner.
  • Engage professionally with customers, Novartis associates, and external contacts during all interactions.
  • Manage cases throughout the patient journey, ensuring proper escalation, tracking, and follow-up as necessary.
  • Adhere to established Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and quality metrics.
  • Document all interactions accurately to keep cross-functional partners informed of case statuses.
  • Identify and report any adverse events using Novartis systems as required.

Qualifications:

Education:
High School Diploma is required.

Experience:
Approximately 6 months of experience in a Contact Center environment, preferably in Healthcare or Pharmaceuticals.

Skills:
Strong interpersonal and communication skills, both verbal and written, are essential. The ability to multitask and manage multiple priorities is crucial, along with proficiency in computer systems for data entry and case management.

Work Environment:
This position requires a quiet workspace with reliable internet access for remote work. The role involves a standard 9-hour shift with designated breaks.

Why Choose Novartis?
At Novartis, we are committed to improving and extending people's lives through innovative solutions and diverse perspectives. We believe that collaboration and inclusion drive the best outcomes for our patients and communities.

Commitment to Diversity & Inclusion:
Novartis is dedicated to fostering an inclusive work environment that reflects the diversity of the patients and communities we serve.



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