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Patient Support Specialist

hace 2 meses

Xico, México Novartis A tiempo completo
About the Role

**Job Summary:**

The Patient Support Specialist will provide assistance to patients and healthcare professionals when initiating treatment of a Novartis therapy. Responsibilities include navigating through onboarding, insurance verification, financial assistance, and ongoing support as requested by the patient and their healthcare professional.

**Key Responsibilities:**

  • Navigate through onboarding, insurance verification, financial assistance, and ongoing support for patients and healthcare professionals.
  • Work with cross-functional team members within Novartis Patient Support to ensure continuity of information being shared with the healthcare professional and patients.
  • Develop and maintain knowledge of the relevant brand and customer workstreams for the specific assigned program.
  • Professionally and compliantly interact with customers, relevant Novartis associates, and other external contacts during inbound and outbound phone calls.
  • Manage assigned cases throughout the patient journey; perform proper and timely escalation, tracking, triage, and follow-up where required.
  • Adhere to call guides, job aides, and work instructions for case processing and case cadence.
  • Adhere to Service Level Agreements (SLAs), Key Performance Indicators (KPIs), productivity, and quality metrics.
  • Leverage dual monitors and technological solutions to support Case Management activities.
  • Accurately and concisely document all interactions to inform cross-functional partners on the relevant status details.
  • Promptly and courteously respond to tasks and notifications from PSC counterparts.
  • As applicable, raise innovative ideas which will drive improved efficiency and effectiveness of customer service to Supervisors.

**Requirements:**

  • Approximately 12 months of proven Contact Center experience (such as Healthcare, Pharmaceuticals, or other industry call center experience).
  • Strong interpersonal, telephone, and verbal communication skills, including the ability to project warmth and compassion while effectively and efficiently conveying information.
  • Excellent written communication skills, including the ability to interpret, capture, and document the essence of and next steps for customer conversations in a clear and cogent way.
  • Must follow oral and written directions.
  • Ability to multitask and balance multiple priorities at once.

**What You'll Bring to the Role:**

  • Advanced English.
  • High School Diploma required.
  • Bachelor's degree (desired).
  • Proximity and ability to commute to work onsite as required by our hybrid model.
  • One (1) year of Customer Contact Center Experience in the Pharmaceuticals industry.
  • Experience with case management, pharmacy triage, and/or patient support programs.
  • Experience with SalesForce.
  • Ability to work the scheduled work hours, which generally will be a 9-hour shift.
  • Working schedule range is between 6:00 am to 6:00 PM Central Time.