~~~Please note: This is a temporary contractor opportunity at Novartis ~~~
Novartis touches the lives of a tenth of the world’s population. Every role here, regardless of contract type, makes an impact on human life!

Novartis US partners with external managed service provider Magnit Global to offer engaging temporary contractor opportunities like this, to those who are looking for flexibility in their career while looking to gain new skills and experiences providing services to an inclusive global medicines company. Click here to learn more about Magnit www.magnitglobal.com

Ready to work with/through Magnit at Novartis? Please read on... 
Patient Navigator

*Candidates must be flexible with required shifts outlined below*
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
o Must allow for some flexibility on scheduled hours, including weekday and/or weekend overtime if required

Your Responsibilities:
Novartis is a global company that combines medical science and digital technology to provide life-changing medicines to millions of people. We offer numerous opportunities for growth and development, including global and local cross-functional careers and a wide range of learning programs. Our strong pipeline of medicines ensures continued business growth and enables us to bring innovative treatments to patients quickly.

Novartis Patient Support (NPS) plays a crucial role in helping eligible patients access and continue their prescribed medications. We work directly with patients, caregivers, and prescribing customers to pro-vide education and support on access, affordability, acquisition, and adherence programs. Our team has supported millions of patients in the US, assisting over 500,000 patients annually.

The Novartis Patient Support Center (PSC) is the central operational function within our organization. We handle all patient, caregiver, and customer transactions related to supporting patient access, including intake, case management, benefits verification, prior authorization and appeals support, specialty pharmacy triage, and adherence support. We are committed to delivering exceptional customer service, which is measured through service level agreements (SLAs), key performance indicators (KPls), and net promoter scores.

Overview of job:
The Case Manager (Patient Navigator) provides specialty brand education and case management support for healthcare providers and patients. From Intake to outcome, NPS Case Managers are dedicated to supporting healthcare providers and patients throughout the 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 NPS Supervisor, the Case Manager is responsible for customer service, support, education, outreach, and case management for patients. As a Case Manager, you will be assigned a specific territory to work within and become an expert in that regional area to best assist the individuals who call in, enroll, or require financial assistance.

The Case Manager will work interactively with internal teams, patients, healthcare providers, pharmacies, and other external parties. The Case Manager team will also support various patient education and financial assistance functions. The Case Manager 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.

Your responsibilities will include, but are not limited to:
• The Case Manager interacts directly with Health Care Providers, Office Contacts, patients and/or their caregivers via telephonic support and acts as a single point of contact and voice for patients.
• 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.
• Provides guidance to physician office staff and patients on how to complete and submit all necessary program applications in a timely manner
• 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 insurance, specialty pharmacies and financial assistance with exceptional customer service
• Educates on support resources and information relating to Novartis therapies as prescribed by an HCP, including access offerings, disease state and relevant dosing/administration, treatment reminders within the established guidelines of approved call cadence guides and work instructions
• Adhere to call guides, job aides and work instructions for case processing and case cadence.
• Adhere to Service Level Agreements (SLAs), Key Performance Indicators (KPls), 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.
• Works on problems of moderate scope where analysis of data requires a review of a variety of factors. Exercises judgment within defined standard operating procedures to determine appropriate action
• Ability to work independently or as a Team member, typically with minimal instruction on day-to-day work, general instructions on new assignments
• Extensive knowledge of HIPAA regulations and follows all company policies
• Provides education and support for Risk Evaluation and Mitigation Strategy (REMS) Program requirements.
• 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.

What you'll bring to the role:
• Education:
o Bachelors Degree required [Active Nursing Degree (RN, NP, PA) licensure in state in which candidate resides] [Advanced degree (e.g. RPh, PharmD, RN,PA) preferred]

• Travel requirements:
o This job requires you live within 90 miles of the East Hanover, NJ or Tempe, AZ site of Novartis
o 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.
o Travel: Up to 30% required

• Other Work Requirements:
o 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
o 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
o Must allow for some flexibility on scheduled hours, including weekday and/or weekend overtime if required 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:
o Previous 5+ years of experience in a specialty pharmacy, medical insurance, reimbursement hub experience, physician's office, healthcare setting, and/or insurance background preferred
o 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.)
o Strong interpersonal, telephone and verbal communication skills, including the ability to project
warmth and compassion while effectively and efficiently conveying information.
o 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.
o Must follow oral and written directions
o Ability to multitask and balance multiple priorities at once.
o Detail oriented and highly organized
o Computer literacy in with email, video conferencing systems, and data entry/case management
systems Preferred Experience:
o Experience working with Salesforce or other CRM platforms
o Strong business acumen
o Oncology or Rare Disease
o Risk Evaluation and Mitigation Strategy (REMS)
o Bi-lingual, Spanish speaking preferred

Location: Tempe, AZ or East Hanover, NJ (Hybrid)
Pay Rate: $34.99 - $41.86/hr based on experience and qualifications (W2 Only)
Contract: 8 months
Health, dental, vision, 401k

Why Novartis: 
Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together?

EEO Statement:
The Novartis Group of Companies are Equal Opportunity Employers. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status.

Accommodation: 
If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to Magnit at directsourceproteam@prounlimited.com.