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Job Description Summary

The Care Navigator 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. Care Navigators will also be working with cross-functional team members within Novartis Patient Support, where appropriate, to ensure continuity of information being shared with the healthcare professional and patients.

The Care Navigators must have strong communication skills to converse with customers about the patient's journey and be able to offer next steps in accordance with approved procedures. Excellent written communication skills are required to ensure adequate case documentation and traceability.

The Care Navigators will possess an aptitude for learning, the ability to accept and implement constructive feedback, and a continual development mindset. In addition, the Case Navigator will reflect a calm and reassuring tone and attitude for our patients, their families, and their caregivers, specifically during difficult or stressful interactions.

Your responsibilities will include, but are not limited to:

• Develop and maintain knowledge of the relevant brand and customer workstreams for the specific assigned program
• Learn and utilize protocols to respond to customer phone, chat, fax, SMS / text, mail, and e-mail inquiries as well as other communication channels in a prompt and courteous manner
• 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

• Monitor and report for adverse events

• Required Experience:

• • 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
• Computer literacy in with email, video conferencing systems, and data entry/case management systems

What you'll bring to the role:

• Education:
• • Advanced English
• High School Diploma required.

• Bachelor's degree (desired)

• Travel requirements:

• • This job requires you live within 90 kilometers of Mexico City Novartis offices.
• Proximity and ability to commute to work onsite as required by our hybrid model.
• To be scheduled at the discretion of the business 3 days per week in the office.

• The first 60 days as part of your training will be onsite, in Novartis offices in Mexico City.

• Preferred Experience:

• • 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

• Other Work Requirements:

• • When working from home, a quiet dedicated space with internet/WiFi service or the ability to obtain such service the employee can work without interruption. (Desired ethernet connection)
• Ability to work the scheduled work hours, which generally will be a 9-hour shift with two paid rest breaks and an unpaid lunch break.
• Working schedule range is between 6:00 am to 6:00 PM Central Time. Times will change based on daylight savings changes.
• Ability to complete all calls once they have begun to ensure no interruption of service
• For Patient Support Center (PSC) roles with a dedicated training period: The individual hired for this role will be required to successfully complete initial training, including passing simulations and become certified to do the role

Why Novartis: Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients' lives. Ready to create a brighter future together?

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Benefits and Rewards: Read our handbook to learn about all the ways we'll help you thrive personally and professionally:

Division

US

Business Unit

Marketing

Location

Mexico

Site

INSURGENTES

Company / Legal Entity

MX06 (FCRS = MX006) Novartis Farmacéutica S.A. de C.V.

Functional Area

Marketing

Job Type

Full time

Employment Type

Regular

Shift Work

No

Novartis is committed to work with and provide reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the recruitment process, or in order to perform the essential functions of a position, please send an e-mail to [email protected] and let us know the nature of your request and your contact information. Please include the job requisition number in your message.

Novartis is committed to building an outstanding, inclusive work environment and diverse teams' representative of the patients and communities we serve.