Care Navigator 2

Responsibilities:
- Serve as dedicated point of contact to patients and healthcare professionals initiating Novartis therapy.
- Navigate onboarding, insurance verification, financial assistance, and ongoing patient support.
- Develop SME-level knowledge of assigned brand/program and customer workstreams.
- Respond to inquiries (phone, chat, fax, SMS/text, mail, email) using approved protocols; provide prompt, courteous service.
- Manage assigned cases across the patient journey, including escalation, tracking, triage, and follow-up.
- Handle complex insurance and financial assistance cases.
- Follow call guides, job aides, work instructions, SLAs, KPIs, productivity, and quality metrics.
- Use dual monitors/technological tools; document interactions accurately for cross-functional partners.
- Raise innovative ideas to improve service efficiency/effectiveness (as applicable).
- Identify and report adverse events via established Novartis systems.

Qualifications:
- High School Diploma required; associate or BS/BA preferred.
- Prior Novartis Care Navigator training certifications or equivalent.
- Minimum 3 years relevant patient service support experience (Healthcare/Pharma/Patient Services/Contact Center).
- Strong interpersonal/telephone/verbal communication; warm/compassionate tone.
- Excellent written communication to capture/document next steps.
- Ability to multitask, follow oral/written directions, and balance priorities.
- Computer literacy (email, video conferencing, data entry/case management).

Preferred:
- Salesforce/CRM experience.
- Strong business acumen.
- Bi-lingual (Spanish).

Work requirements:
- Must live within 90 miles of East Hanover, NJ or Tempe, AZ; onsite travel/occasional meetings.

Benefits (explicitly stated):
- Health/life/disability, 401(k) with contribution/match, time off (vacation/personal days/holidays/leaves).