Care Navigator 2
$45,300–$84,100 year
On-siteArizona, United States or East Hanover, New Jersey, United States
Job Summary
Navigate patient treatment initiation by handling onboarding, insurance verification, and financial assistance requests for Novartis therapies. Respond to customer inquiries via phone, chat, fax, SMS, mail, and email while maintaining Subject Matter Expert knowledge of assigned brands and workstreams. Manage assigned cases throughout the patient journey, performing timely escalations, tracking, triage, and follow-up in accordance with approved protocols and Service Level Agreements. Document all interactions concisely to inform cross-functional partners and raise innovative ideas to improve service efficiency. This role requires a 9-hour shift (8am–5pm, 9:30am–6pm, or 11am–8pm EST) with occasional travel to East Hanover, NJ, or Tempe, AZ sites. Candidates must possess strong communication skills, a calm demeanor for difficult interactions, and at least three years of patient service support experience.
Required Qualifications
- High School Diploma
- associate or BS/BA degree
- Minimum 3 years of relevant patient service support experience
- Strong interpersonal, telephone and verbal communication skills
- Excellent written communication skills
- Ability to multitask and balance multiple priorities at once
- Computer literacy in with email, video conferencing systems, and data entry/case management systems
- 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
- Must follow oral and written directions
- Must be able to lift 50 lbs
- Must be available for weekend shifts
- Valid driver's license
- Must be able to effectively lead and coach others
- Strong attention to detail
- Helping customers gives you energy
- Get charged up by interacting with others
- Must be available for weekend shifts
- You believe that food is central to our lives
- Passionate about excellence
- If you have a smile to share, we'd love to have you
- We want amazing humans
Desired Qualifications
- Prior Novartis Care Navigator training certifications or equivalent training certifications
- Experience working with Salesforce or other CRM platforms
- Strong business acumen
- Bi-lingual, Spanish speaking
- Therapeutic area experience
- Master's degree preferred
- Excellent verbal and written communication skills
- Demonstrated leadership in cross-functional teams
- Must be able to effectively lead and coach others
- Strong attention to detail
- Helping customers gives you energy
- Get charged up by interacting with others
- Must be available for weekend shifts
- You believe that food is central to our lives
- Passionate about excellence
- If you have a smile to share, we'd love to have you
- We want amazing humans
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