Case Manager, Neuromuscular

Band
Level 1
Job Description Summary
The Case Manager owns case processing steps for patient support services enrollments submitted by patients and healthcare professionals when initiating treatment of a Novartis therapy. Responsibilities include navigation through onboarding, [inbound/outbound] telephony interactions, resolving missing enrollment information, insurance verification, prescription triage, and enrollment into financial assistance programs as requested by the patient and their healthcare professional. Case Managers 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.
As a Case Manager, you may be assigned a specific territory to work within and partner with one or more Patient Navigators on management of specific patient cases. Expected scope of expertise for case management will include assessing requirements to progress cases, critically reviewing outputs of manual or auto-generated case activities for next steps, understanding eligibility requirements for available program offerings and enrolling where applicable, triaging outcomes to specialty pharmacies, interacting with payers for complex coverage cases, and management of information flow to internal partners for communication to HCPs and Sites of Care. Case Managers will possess critical thinking and communication skills, understanding key risk points in the patient journey and strive for continual development.
The Case Manager must have strong communication skills to converse with callers about the patient’s journey, reflecting a calm and reassuring tone, and be able to offer next steps in accordance with approved procedures. The Case Manager will possess an aptitude for learning, the ability to accept and implement constructive feedback, and a continual development mindset.
Job Description
Key responsibilities:
Learn and utilize protocols and business rules to respond to customer phone, 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 [patients, HCPs, caregivers, payers, relevant Novartis associates], and other external contacts during telephony interactions.
Ability to critically assess outputs of AI/e-tools utilized during the patient journey and manually address case completion needs
Full understanding of the patient journey and program eligibility criteria to identify and execute necessary next steps for case progression per program business rules
Compliantly interact with payers and insurance entities to obtain benefits and coverage exception statuses, where required
Identify and resolve complex interactions and/or cases involving missing enrollment information, insurance navigation, triage steps and financial assistance eligibility determinations
Provide clear summary of case actions, outputs and statuses for case handoffs and external communication by internal counterparts
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 via approved procedures
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
Responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes
Requirements:
High School Diploma required, associate or BS/BA degree preferred
This job requires you live in either New Jersey or Arizona
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 is either 8:00 am EST – 5:00 pm EST/9:00 am – 6:00 pm EST or 11:00 am EST – 8:00 PM EST
Minimum 3 years of relevant patient service support experience (such as Healthcare, Pharmaceuticals, Patient Services or Contact 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
Computer literacy in with data entry, video conferencing systems, and telephony/case management systems
Experience working with Salesforce or other CRM platforms
Bi-lingual, Spanish speaking preferred
EEO Statement:
The Novartis Group of Companies are Equal Opportunity Employers. 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 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 tas.nacomms@novartis.com call +1 (877)395-2339 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
$57,800.00 - $107,300.00
Skills Desired
Customer Service, Customer Support, Data Entry, Finance, Inventory Control, Pharmaceutical Products, Workforce Management (WFM)