Patient Coordinator 1 (PSC)
Novartis
August 08, 2026
On-site
East Hanover, NJ
Patient Advocacy
Responsibilities:
- Provide support and resolution for customer requests; accurately and efficiently answer calls from patients, caregivers, and healthcare practitioners.
- Educate customers on the brand, enrollments, and basic case status updates; support high-volume retail and specialty pharmacy programs.
- Respond to program-related queries, support enrollments, and provide/co-ordinate co-pay information; transfer or connect customers to appropriate PSC partners/Care Navigator as needed.
- Develop and maintain knowledge of NPS programs and customer workstreams; broaden program knowledge over time.
- Learn and utilize protocols to respond promptly and courteously via phone, chat, fax, intelligent chatbot, SMS/text, mail, and e-mail.
- Prepare proper documentation/notifications; perform escalation, tracking, and follow-up; transfer customers to other units as needed to avoid delays in care.
- Raise innovative ideas to improve PC1 efficiency/effectiveness.
- Provide real-time communication while typing accurate, coherent notes/messages/documentation.
- Maintain professional written communication (spelling/grammar), multitask verbal/written communication, and use communication tools/platforms.
- Manage confidential information per company/PSC processes; identify and report adverse events via established systems.
Qualifications/Skills:
- High School Diploma required; prior Novartis Patient Coordinator training (or equivalent).
- Minimum 6 months Contact Center experience (healthcare/pharma/call center) OR BA/BS OR US Military honorable discharge in lieu of experience.
- Experience balancing multiple priorities; data entry systems, fax machines, software, telephone technology.
- Excellent written/verbal communication; follow directions; strong problem-solving/critical thinking.
- Computer literacy in MS Word, MS Teams, Excel.
- Ability to complete all calls once started; successful completion of dedicated training (simulations) and certification (if applicable).
Preferred:
- 1 year pharmaceutical Customer Contact Center experience; therapeutic area experience.
Location/Work setup (non-remote):
- Live within 90 miles of East Hanover, NJ or Tempe, AZ; commute onsite occasionally.
- Quiet dedicated space with internet/WiFi when working from home.
Schedule:
- Generally a 9-hour shift with two paid rest breaks and unpaid lunch; schedules include 8am–5pm or 9am–6pm EST, or 11am–8pm EST.
- Provide support and resolution for customer requests; accurately and efficiently answer calls from patients, caregivers, and healthcare practitioners.
- Educate customers on the brand, enrollments, and basic case status updates; support high-volume retail and specialty pharmacy programs.
- Respond to program-related queries, support enrollments, and provide/co-ordinate co-pay information; transfer or connect customers to appropriate PSC partners/Care Navigator as needed.
- Develop and maintain knowledge of NPS programs and customer workstreams; broaden program knowledge over time.
- Learn and utilize protocols to respond promptly and courteously via phone, chat, fax, intelligent chatbot, SMS/text, mail, and e-mail.
- Prepare proper documentation/notifications; perform escalation, tracking, and follow-up; transfer customers to other units as needed to avoid delays in care.
- Raise innovative ideas to improve PC1 efficiency/effectiveness.
- Provide real-time communication while typing accurate, coherent notes/messages/documentation.
- Maintain professional written communication (spelling/grammar), multitask verbal/written communication, and use communication tools/platforms.
- Manage confidential information per company/PSC processes; identify and report adverse events via established systems.
Qualifications/Skills:
- High School Diploma required; prior Novartis Patient Coordinator training (or equivalent).
- Minimum 6 months Contact Center experience (healthcare/pharma/call center) OR BA/BS OR US Military honorable discharge in lieu of experience.
- Experience balancing multiple priorities; data entry systems, fax machines, software, telephone technology.
- Excellent written/verbal communication; follow directions; strong problem-solving/critical thinking.
- Computer literacy in MS Word, MS Teams, Excel.
- Ability to complete all calls once started; successful completion of dedicated training (simulations) and certification (if applicable).
Preferred:
- 1 year pharmaceutical Customer Contact Center experience; therapeutic area experience.
Location/Work setup (non-remote):
- Live within 90 miles of East Hanover, NJ or Tempe, AZ; commute onsite occasionally.
- Quiet dedicated space with internet/WiFi when working from home.
Schedule:
- Generally a 9-hour shift with two paid rest breaks and unpaid lunch; schedules include 8am–5pm or 9am–6pm EST, or 11am–8pm EST.