• Job Description

  Req#: 380293BR
  By 2023, Novartis Patient Support (NPS) is projected to support over 1.4 Million patients and impact nearly $4B of Novartis’s US Pharma revenue. NPS provides mission critical support to Novartis brands by helping patients prescribed Novartis products with assistance to address any access challenges and get on medications needed to improve their health.
  
  The creation of an internal Engagement Center is a strategic priority for US Pharma. We have an in-credible opportunity to formulate exciting new partnerships to deliver transformative patient services. The PSS team is uniquely positioned to help support our goal of providing appropriate medications to twice as many patients twice as fast.
  
  The Patient Navigator team within the Engagement Center Specialist will be responsible for providing support and information about the insurance coverage of their prescribed Novartis medicines.
  
  • If you are customer-obsessed.
  • If you are energized by leading teams of people through change.
  • If you are motivated by measured outcomes.
  
  You should consider joining the Novartis Patient Support Center.
  
  Overview over job:
  
  Working under direction of the Director of RLT Operations, you will be responsible for supporting the day-to-day operations of the NPS RLT Patient Navigator (PN) Team.
  
  You will focus on supporting the team’s achieving Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), productivity, quality, and customer service.
  
  You will help PNs access / utilize Contact Center technology and access knowledge / content to efficiently conduct benefits and access processes for customers.
  
  As a “Team Lead”, you will specialize in a specific Novartis US Pharma brand and / or process to handle interactions. Also, you may act as a mentor or coach to other PNs and contribute to operational process enhancements.
  
  
  
  Your responsibilities will include, but are not limited to:
  
  • Lead a team of 10-12 customer-facing Patient Navigators with responsibility handling all aspects of patient case navigation (start form intake, benefits check, prior authorization and appeals, etc.). This work will focus on one of Novartis’s specialty brands.
  • Oversee the case management system use and best practices for end-to-end patient case journey from intake through reimbursement management
  • Evolve skills to navigate the payer landscape regarding Novartis programs over time.
  • Learn and utilize protocols, information and technology to gather patient coverage information. Some of this will be completed via phone calls to payers in a prompt and courteous manner.
  • Prepare proper documentation and notifications; perform proper escalation, tracking, and follow-up
  • As applicable, raise innovative ideas which will drive improved efficiency and effectiveness of customer service to Director.
  • Prepare proper documentation, and notifications; perform proper escalation, tracking, and follow-up.
  • Monitor performance, attendance, and quality at the team level and lead coaching, training, and support to drive service excellence and KPI and SLA achievement.
  • Identify trends in floor behavior and performance to guide coaching, training, and communication; assist in identification of process improvements.
  • Share and encourage best practices for motivating Patient Navigators; foster a collaborative team environment; foster a culture of innovation.
  • Along with the Director, communicate regularly with the team regarding policy changes, improvement opportunities, and policies.
  
  
  Novartis Compensation and Benefit Summary: The pay range for this position at commencement of employment is expected to be between $130,400 and $195,600/year; however, while salary ranges are effective from 1/1/23 through 12/31/23, fluctuations in the job market may necessitate adjustments to pay ranges during this period. Further, final pay determinations will depend on various factors, including, but not limited to geographical location, experience level, knowledge, skills, and abilities. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

• About the company

  At Novartis, we are reimagining medicine to improve and extend people’s lives. We are working hard to produce breakthroughs and address unmet needs for patients with devastating diseases, including genetic disorders and certain deadly cancers. Learn mo...

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