Posted to MedZilla on 9/22/2017


US-IN, Patient Services Liaison - Indianapolis, IN 215726BR_1503672493-MZ


This role is to be the main point of contact to MS patients and HCPs in the process of initiating MS therapy. The Novartis Patient Services Liaison (PSL) is responsible for coordinating and delivering resources and information to optimize the MS patient and physician experience with our MS therapy, with the ultimate goal of improving patient outcomes. This position does not involve the practice of nursing.

Primary face of the MS patient services program with patients and HCPs and responsible for overall customer satisfaction. Interacts with patients via phone and in-person to educate, motivate, and empower them at every step of the initiation process as well as transition to adherence support

Primary HCP interface for the MS patient services program including live office visits, problem resolution, reimbursement support and office staff education. Handles outbound and inbound calls to/from existing patients, office staff, prescribers and new patients. Delivers patient programs and conducts live/virtual visits with patients during First Dose Observation. Leader of the patient services pod and coordinates and aligns patient services with field resources and well as 3rd party vendors. This position does not involve the practice of nursing; Novartis MS PSL must be able to act in accordance with company guidelines and requirements.

Minimum Requirements


Bachelor’s degree; Nursing Degree (RN, NP, PA) with licensure in state in which he/she resides; MS certification preferred

Fluent in English (oral and written)

Minimum Requirements:

2+ years Sales and/or 2+ years Nurse Educator experience

Must be able to travel; valid driver’s license required.

Experience with explaining difficult clinical concepts and related processes to patients, HCPs and office staff

Empathy, drive, positive competitive spirit, and commitment to great service

Strong compliance mindset, demonstrating a high level of integrity and ethical judgment

Outgoing personality, excellent interpersonal and relationship management skills

Obtains satisfaction from improving patients’ lives while having a visible impact on the business.

Understanding of patient privacy laws including HIPAA and similar state laws.

Other duties as assigned.

Preferred Qualifications

Understanding of product and payor reimbursement landscape and prior authorization guidelines and processes

Basic understanding of specialty pharmacy providers preferred

Ability to establish relationships, identify trends, and provide education

Manage multiple strategic initiatives simultaneously and reprioritize where necessary

Collaborate effectively with team members and exhibit leadership

Possess project, time, and organizational management skills

A self-starter

Solution oriented problem solving to ensure customer satisfaction of the patient

Excellent computer skills

Other Competencies

Strong ability to work cross functionally within Novartis (including, by way of example, with Public Affairs, State & External Affairs, Managed Markets, Marketing, Sales)

Strong leadership & collaboration skills

Exceptional customer focus, negotiation, collaboration, initiative, results oriented, leadership, communication, presentation and project planning skills

Demonstrate network building skill set or business solution oriented capabilities

Display strong judgment, relationship building, and customer service competencies

Thorough understanding of public and private payer dynamics

Ability to fulfill duties with limited supervision

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