Case Manager 2 (Care Navigator)- Multiple Positions
Novartis
August 08, 2026
On-site
East Hanover, NJ
Patient Advocacy
Responsibilities:
- Serve as dedicated point of contact for patients and healthcare professionals when initiating a Novartis therapy.
- Develop SME-level knowledge of the assigned program’s brand and customer workstreams.
- Respond to inquiries via phone, chat, fax, SMS/text, mail, and email using approved protocols.
- Interact professionally and compliantly with customers and external contacts during inbound/outbound calls.
- Manage cases throughout the patient journey, including escalation, tracking, triage, and follow-up.
- Handle complex insurance and financial assistance navigation.
- Follow call guides/job aids/work instructions for case processing and cadence.
- Meet SLAs, KPIs, productivity, and quality metrics.
- Use dual monitors and technology to support case management.
- Document interactions accurately to inform cross-functional partners.
- Coordinate with PSC counterparts; raise efficiency ideas.
- Identify and report adverse events via established systems.
Qualifications:
- Education: High School Diploma required; Associate or BS/BA preferred.
- Prior Novartis Care Navigator training (or equivalent).
- Minimum 3 years relevant patient service support (Healthcare/Pharma/Patient Services/Contact Center).
- Strong verbal/telephone and written communication; ability to follow oral/written directions.
- Multitasking and computer literacy (email, video conferencing, data entry/case systems).
Preferred:
- Salesforce/CRM experience; strong business acumen; Spanish bilingual.
- Live within 90 miles of East Hanover, NJ or Tempe, AZ; commute onsite occasionally.
Compensation/Benefits (summary):
- Expected salary: $45,300–$84,100/year; performance incentive; eligible for annual equity depending on level; US benefits and time off package.
Training:
- Complete initial training simulations and become certified (PSC roles).
- Serve as dedicated point of contact for patients and healthcare professionals when initiating a Novartis therapy.
- Develop SME-level knowledge of the assigned program’s brand and customer workstreams.
- Respond to inquiries via phone, chat, fax, SMS/text, mail, and email using approved protocols.
- Interact professionally and compliantly with customers and external contacts during inbound/outbound calls.
- Manage cases throughout the patient journey, including escalation, tracking, triage, and follow-up.
- Handle complex insurance and financial assistance navigation.
- Follow call guides/job aids/work instructions for case processing and cadence.
- Meet SLAs, KPIs, productivity, and quality metrics.
- Use dual monitors and technology to support case management.
- Document interactions accurately to inform cross-functional partners.
- Coordinate with PSC counterparts; raise efficiency ideas.
- Identify and report adverse events via established systems.
Qualifications:
- Education: High School Diploma required; Associate or BS/BA preferred.
- Prior Novartis Care Navigator training (or equivalent).
- Minimum 3 years relevant patient service support (Healthcare/Pharma/Patient Services/Contact Center).
- Strong verbal/telephone and written communication; ability to follow oral/written directions.
- Multitasking and computer literacy (email, video conferencing, data entry/case systems).
Preferred:
- Salesforce/CRM experience; strong business acumen; Spanish bilingual.
- Live within 90 miles of East Hanover, NJ or Tempe, AZ; commute onsite occasionally.
Compensation/Benefits (summary):
- Expected salary: $45,300–$84,100/year; performance incentive; eligible for annual equity depending on level; US benefits and time off package.
Training:
- Complete initial training simulations and become certified (PSC roles).