Case Manager 2 (Care Navigator)- Multiple Positions
Novartis
August 08, 2026
On-site
Arizona, United States
Patient Advocacy
Responsibilities:
- Serve as Case Manager/Care Navigator 2 point of contact for patients and healthcare professionals when initiating Novartis therapy.
- Develop SME knowledge of assigned brand/program and customer workstreams.
- Respond to customer inquiries (phone/chat/fax/SMS/mail/email and other channels) promptly and courteously using required protocols.
- Interact professionally and compliantly with customers and external contacts during inbound/outbound calls.
- Manage assigned cases across the patient journey: escalation, tracking, triage, and follow-up.
- Handle complex cases for insurance and financial assistance navigation.
- Follow call guides, job aides/work instructions; meet SLAs, KPIs, productivity, and quality metrics.
- Use dual monitors/technology solutions; accurately document all interactions.
- Respond to notifications from PSC counterparts; raise ideas to improve efficiency/effectiveness.
- Identify and report adverse events via established systems.
Qualifications/Requirements:
- 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 verbal/telephone and written communication; ability to follow oral/written directions.
- Multitask and balance priorities; computer literacy (email, video conferencing, data entry/case management systems).
- Complete initial PSC training (simulations) and become certified.
Preferred Skills/Experience:
- Salesforce/CRM experience; strong business acumen; Spanish bilingual.
Work/Location:
- Not remote; live within 90 miles of East Hanover, NJ or Tempe, AZ and commute onsite as scheduled; travel as defined by business.
Compensation/Benefits (as stated):
- Salary range expected: $45,300–$84,100/year; performance-based cash incentive; US eligible employees receive comprehensive benefits and time off.
- Serve as Case Manager/Care Navigator 2 point of contact for patients and healthcare professionals when initiating Novartis therapy.
- Develop SME knowledge of assigned brand/program and customer workstreams.
- Respond to customer inquiries (phone/chat/fax/SMS/mail/email and other channels) promptly and courteously using required protocols.
- Interact professionally and compliantly with customers and external contacts during inbound/outbound calls.
- Manage assigned cases across the patient journey: escalation, tracking, triage, and follow-up.
- Handle complex cases for insurance and financial assistance navigation.
- Follow call guides, job aides/work instructions; meet SLAs, KPIs, productivity, and quality metrics.
- Use dual monitors/technology solutions; accurately document all interactions.
- Respond to notifications from PSC counterparts; raise ideas to improve efficiency/effectiveness.
- Identify and report adverse events via established systems.
Qualifications/Requirements:
- 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 verbal/telephone and written communication; ability to follow oral/written directions.
- Multitask and balance priorities; computer literacy (email, video conferencing, data entry/case management systems).
- Complete initial PSC training (simulations) and become certified.
Preferred Skills/Experience:
- Salesforce/CRM experience; strong business acumen; Spanish bilingual.
Work/Location:
- Not remote; live within 90 miles of East Hanover, NJ or Tempe, AZ and commute onsite as scheduled; travel as defined by business.
Compensation/Benefits (as stated):
- Salary range expected: $45,300–$84,100/year; performance-based cash incentive; US eligible employees receive comprehensive benefits and time off.