Care Navigator 2
Novartis
August 15, 2026
On-site
Arizona, United States
Patient Advocacy
Responsibilities:
- Develop and maintain SME-level knowledge of the relevant brand and customer workstreams for the assigned program.
- Learn and use protocols to respond to customer inquiries via phone, chat, fax, SMS/text, mail, and email promptly and courteously.
- Professionally and compliantly interact with customers, Novartis associates, and external contacts during inbound and outbound calls.
- Manage assigned cases throughout the patient journey; ensure timely escalation, tracking, triage, and follow-up.
- Handle complex cases involving insurance navigation and financial assistance.
- Adhere to call guides, job aides, work instructions, and case cadence.
- Meet SLAs, KPIs, productivity, and quality metrics.
- Use dual monitors and technological solutions to support case management.
- Accurately document interactions for cross-functional partners.
- Respond to tasks/notifications from PSC counterparts.
- Propose ideas to improve efficiency and effectiveness of customer service.
- Identify and report adverse events via established Novartis systems.
Qualifications/Requirements:
- High School Diploma required; associate or BS/BA preferred.
- Prior Novartis Care Navigator training certifications or equivalent.
- Live within 90 miles of East Hanover, NJ or Tempe, AZ; commute onsite for occasional meetings/events.
- When working from home: quiet dedicated space and reliable internet/WiFi.
- Ability to work scheduled hours (generally 9-hour shift): 8:00am–5:00pm or 9:30am–6:00pm ET; or 11:00am–8:00pm ET.
- Complete calls without interruption.
- For PSC dedicated training: pass simulations and become certified.
- Minimum 3 years patient service support experience (e.g., healthcare, pharma, patient services, contact center).
- Strong interpersonal/telephone/verbal and written communication skills; warm, compassionate tone.
- Ability to follow oral/written directions; multitask and manage priorities.
- Computer literacy with email, video conferencing, and case management/data entry systems.
Preferred:
- Salesforce or other CRM experience.
- Strong business acumen.
- Bilingual (Spanish).
Application instructions:
- None provided in the text.
- Develop and maintain SME-level knowledge of the relevant brand and customer workstreams for the assigned program.
- Learn and use protocols to respond to customer inquiries via phone, chat, fax, SMS/text, mail, and email promptly and courteously.
- Professionally and compliantly interact with customers, Novartis associates, and external contacts during inbound and outbound calls.
- Manage assigned cases throughout the patient journey; ensure timely escalation, tracking, triage, and follow-up.
- Handle complex cases involving insurance navigation and financial assistance.
- Adhere to call guides, job aides, work instructions, and case cadence.
- Meet SLAs, KPIs, productivity, and quality metrics.
- Use dual monitors and technological solutions to support case management.
- Accurately document interactions for cross-functional partners.
- Respond to tasks/notifications from PSC counterparts.
- Propose ideas to improve efficiency and effectiveness of customer service.
- Identify and report adverse events via established Novartis systems.
Qualifications/Requirements:
- High School Diploma required; associate or BS/BA preferred.
- Prior Novartis Care Navigator training certifications or equivalent.
- Live within 90 miles of East Hanover, NJ or Tempe, AZ; commute onsite for occasional meetings/events.
- When working from home: quiet dedicated space and reliable internet/WiFi.
- Ability to work scheduled hours (generally 9-hour shift): 8:00am–5:00pm or 9:30am–6:00pm ET; or 11:00am–8:00pm ET.
- Complete calls without interruption.
- For PSC dedicated training: pass simulations and become certified.
- Minimum 3 years patient service support experience (e.g., healthcare, pharma, patient services, contact center).
- Strong interpersonal/telephone/verbal and written communication skills; warm, compassionate tone.
- Ability to follow oral/written directions; multitask and manage priorities.
- Computer literacy with email, video conferencing, and case management/data entry systems.
Preferred:
- Salesforce or other CRM experience.
- Strong business acumen.
- Bilingual (Spanish).
Application instructions:
- None provided in the text.