• Job Description

  Req#: 392873BR
  Location: East Hanover, NJ
  
  This position will be located at the East Hanover, NJ office and will not have the ability to be located remotely. Please note that this role would not provide relocation and only local candidates will be considered.
  
  About the Role:
  
  Working under direction of the Director of Oncology Operations, the Team Lead, Patient Navigator (Oncology/Renal) will be responsible for supporting the day-to-day operations of the Novartis Patient Support Oncology/Renal Patient Navigator (PN) Team.
  
  You will focus on supporting the team achieving Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), productivity, quality, and customer service.
  
  You will help Patient Navigators 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.
  
  
  Key Responsibilities:
  
  • Lead a team of 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 or more 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
  • Become the subject matter expert on brand specific protocols, information and technology to gather patient coverage information
  • 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
  • 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
  
  The pay range for this position at commencement of employment is expected to be between $136,800 and $205,200 per year; however, while salary ranges are effective from 1/1/24 through 12/31/24, 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 re-serves 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...

Notice