~~~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/CAN 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...
Case Manager

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. Candidates must be flexible and will be assigned a shift based on business need.

The Case Manager (Care Navigator 2) serves as the dedicated point of contact 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.

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, submit service request forms (SRFs) or required financial assistance. Case Managers will possess critical thinking and communication skills, an aptitude for learning and strive for continual development.

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. 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 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

What you’ll bring to the role:
Education:
High School Diploma required, associate or BS/BA degree preferred

Travel requirements:
This job requires you live within 90 miles of Tempe, AZ site of Novartis
Proximity and ability to commute to work onsite in 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. Must be flexible and commit to the hybrid schedule

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 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.

Location: Tempe, AZ (Onsite for training then Hybrid)
Pay Rate: $25.40 - $32/hour based on experience and qualifications (W2 Only)
Contract: 7 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.