Patient Coordinator 1 (PSC)
Novartis
August 08, 2026
On-site
Arizona, United States
Patient Advocacy
Responsibilities:
- Provide support and resolution for patient/caregiver/healthcare practitioner requests; answer high-volume calls efficiently.
- Educate customers on brand, enrollments, and basic case status; respond to program-related queries.
- Support enrollments, explain co-pay information, and connect/transfer customers to appropriate PSC partners/Care Navigator.
- Develop and maintain knowledge of NPS programs/workstreams and protocols for multiple channels (phone, chat, fax, intelligent chatbot, SMS, mail, e-mail).
- Prepare documentation/notifications; perform escalation, tracking, follow-up; transfer to other units as needed.
- Provide real-time communication while accurately typing notes/messages/documentation.
- Ensure written communications are professional and error-free; multitask verbal/written communication.
- Utilize tools/platforms for interaction and documentation; manage confidential information and report adverse events per established systems.
- Propose ideas to improve PC1 efficiency/effectiveness.
Qualifications:
- High School Diploma required; prior Novartis Patient Coordinator training/certifications or equivalent.
- Minimum 6 months Contact Center experience (healthcare/pharma/call center) OR BA/BS OR US Military honorable discharge in lieu of experience.
- Preferred: 1 year pharma customer contact center experience; therapeutic area experience.
- Ability to balance multiple priorities; data entry/fax/computer software/telephone technology experience.
- Excellent written/verbal communication; strong problem-solving/critical thinking.
- Computer literacy: MS Word, MS Teams, Excel.
- Travel/on-site: live within 90 miles of East Hanover, NJ or Tempe, AZ; commute onsite for occasional meetings/events; onsite only.
- Work schedule: generally 9-hour shift (8am–5pm or 9am–6pm EST; or 11am–8pm EST).
- Certified to do role after dedicated training (simulations) if applicable.
Benefits (explicit):
- Performance-based cash incentive; potential annual equity awards (level-dependent). US-based eligible employees: comprehensive benefits (health/life/disability, 401(k) with match, time off).
Compensation (explicit):
- Expected salary range: $37,200–$69,200/year.
- Provide support and resolution for patient/caregiver/healthcare practitioner requests; answer high-volume calls efficiently.
- Educate customers on brand, enrollments, and basic case status; respond to program-related queries.
- Support enrollments, explain co-pay information, and connect/transfer customers to appropriate PSC partners/Care Navigator.
- Develop and maintain knowledge of NPS programs/workstreams and protocols for multiple channels (phone, chat, fax, intelligent chatbot, SMS, mail, e-mail).
- Prepare documentation/notifications; perform escalation, tracking, follow-up; transfer to other units as needed.
- Provide real-time communication while accurately typing notes/messages/documentation.
- Ensure written communications are professional and error-free; multitask verbal/written communication.
- Utilize tools/platforms for interaction and documentation; manage confidential information and report adverse events per established systems.
- Propose ideas to improve PC1 efficiency/effectiveness.
Qualifications:
- High School Diploma required; prior Novartis Patient Coordinator training/certifications or equivalent.
- Minimum 6 months Contact Center experience (healthcare/pharma/call center) OR BA/BS OR US Military honorable discharge in lieu of experience.
- Preferred: 1 year pharma customer contact center experience; therapeutic area experience.
- Ability to balance multiple priorities; data entry/fax/computer software/telephone technology experience.
- Excellent written/verbal communication; strong problem-solving/critical thinking.
- Computer literacy: MS Word, MS Teams, Excel.
- Travel/on-site: live within 90 miles of East Hanover, NJ or Tempe, AZ; commute onsite for occasional meetings/events; onsite only.
- Work schedule: generally 9-hour shift (8am–5pm or 9am–6pm EST; or 11am–8pm EST).
- Certified to do role after dedicated training (simulations) if applicable.
Benefits (explicit):
- Performance-based cash incentive; potential annual equity awards (level-dependent). US-based eligible employees: comprehensive benefits (health/life/disability, 401(k) with match, time off).
Compensation (explicit):
- Expected salary range: $37,200–$69,200/year.