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Care Navigator 2 (11 am - 8 pm EST) - Multiple Positions
Description:
Job Description Summary Location: Tempe, AZThis position will be located at the Tempe, AZ site 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. Job Description About the Role: The Care Navigator 2 serves as the dedicated point of contact 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 Patient & Specialty Services, where appropriate to ensure continuity of information being shared with the healthcare professional and patients.As a Care Navigator 2, you will be assigned a specific territory to work within and become an expert in that regional area to best assist the individuals who call in, submit service request forms (SRFs) or required financial assistance. Care Navigators will possess critical thinking and communication skills, an aptitude for learning and strive for continual development. Key Responsibilities: Ongoing case management once a patient is prescribed a Novartis therapy which includes, but is not limited to phone-based outreaches, case documentation, sending communications and answering questions. Handle complex interactions and/or cases as it pertains to navigating insurances and financial assistance Learn, utilize, and recommend enhancements of protocols to respond to customer phone, chat, fax, intelligent chatbot, SMS / text, mail, and e-mail inquiries as well as other communication channels in a prompt and courteous manner Prepare proper documentation, and notifications; perform proper escalation, tracking, and follow-up Understand program requirements and patient journeys to ensure high level of customer ser-vice and know when to transfer individuals as needed Evolve skills to provide detailed resolution regarding program specialties over time As applicable, raise innovative ideas which will drive improved efficiency and effectiveness of customer service to Team Leads. Adhere to all applicable Working Practice Documents (WPDs), Work Instructions (WIs) and Compliance Guidelines What You'll Bring to the Role: Education: High school diploma required. Associates or Bachelor's degree preferred. Essential Requirements: Minimum 3 years of relevant patient service support experience (such as Healthcare, Pharmaceuticals, Patient Services or Contact Center Experience Experience in case management within the healthcare industry such as insurance, reimbursement, co-pay programs and patient assistance programs Experience working with patients and/or healthcare professionals Strong phone and verbal communication skills including empathetic listening skills and experience resolving customer and patient concerns over the phone Strong critical thinking skills and ability to prioritize effectively Ability to balance multiple priorities to be able to effectively prioritize tasks and activities Desirable Requirements: Background in Nursing, Social Work, Pharmacy or related fields preferred (Note: This position does not involve the practice of nursing) Experience working with salesforce.com CRM platforms, Microsoft PowerPoint, Microsoft Excel, and telephone technology Experience and exposure in balancing multiple priorities Strong business acumen Bilingual, Spanish speaking preferred Other Requirements: Ability to work the scheduled work hours, which generally will be an 8-hour shift; Working schedule is 11:00 am EST - 8:00 PM EST. This job requires you live within 90 miles of the Tempe site of Novartis. This role is a hybrid working role where you will be required to work in the office as scheduled and work from home When working from home, a quiet dedicated space with internet/WiFi service or the ability to obtain such service where the employee can work without interruption The individual hired for this role will be required to successfully complete initial training, including passing simulations and become certified to do the role. The pay range for this position at commencement of employment is expected to be between $44,700 and $67,100 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 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. EEO Statement: The Novartis Group of Companies are Equal Opportunity Employers and take pride in maintaining a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status. We are committed to building diverse teams, representative of the patients and communities we serve, and we strive to create an inclusive workplace that cultivates bold innovation through collaboration and empowers our people to unleash their full potential. Accessibility and reasonable accommodations The Novartis Group of Companies are committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please send an e-mail to XXXX@novartis.com call +1 (877)395-XXXX and let us know the nature of your request and your contact information. Please include the job requisition number in your message. https://www.novartis.com/careers/careers-research/notice-all-applicants-us-job-openings Salary Range $44,700.00 - $67,100.00 Skills Desired Customer Care, Customer Needs, Customer Service, Customer-Support, Finance, Installations (Computer Programs), Microsoft Access, Order Management, Physics, Product Lining, Product Management, Relationship Building, Sales, Salesforce (Software), Workforce Planning
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More About this Listing: Care Navigator 2 (11 am - 8 pm EST) - Multiple Positions
Care Navigator 2 (11 am - 8 pm EST) - Multiple Positions is a Other Jobs Care Navigator Job at Novartis located in United States. Find other listings like Care Navigator 2 (11 am - 8 pm EST) - Multiple Positions by searching Oodle for Other Jobs Care Navigator Jobs.
Care Navigator 2 (11 am - 8 pm EST) - Multiple Positions is a Other Jobs Care Navigator Job at Novartis located in United States. Find other listings like Care Navigator 2 (11 am - 8 pm EST) - Multiple Positions by searching Oodle for Other Jobs Care Navigator Jobs.