US-CA, Patient Services Liaison- Santa Clarita, CA 215822BR-MZ
Patient Services Liaison- Santa Clarita, CA
US GEN MED
This new role is to be the main point of contact in providing case management support to Dermatology patients and HCPs. The PSL is responsible for coordinating and delivering resources and information to support the patient and physician experience with Novartis Patient Services, thereby helping to limit barriers that may hinder appropriate patient outcomes. This position does not involve the practice of nursing. The role is to be the primary face of the patient services program with the patients and HCPs and is responsible for overall customer satisfaction. The PSL must act in accordance with all Company policies and guidelines. The PSL interacts with patients via multiple channels (e.g., phone, in-person) to educate, motivate, and empower them. The PSL will also provide adherence support to their assigned patients.
The PSL will be the Primary HCP interface for the patient services program including live office visits, office staff education, problem resolution, as well as interface other Novartis support functions including the Business Relations Manager and other hub support functions. All PSL activities will be performed in a manner that is consistent with and compliant with all Company policies. The PSL will handle outbound and inbound calls to/from existing patients, office staff prescribers, new patients and the hub. The PSL delivers patient program information and conducts live/virtual visits with patients, coordinate injection training nurses. The PSL is also the leader of the patient services pod, aligning patient services with field sales resources as well as third party vendors.
Patient Services: Overall patient case management; coordination and management of patients, from SRF intake to triage of prescriptions; Provide adherence support for ongoing patients; Coordination of patient programs; Provide approved in-service programs; Coordinate with BRMs/Hubs to provide reimbursement support; Call on key dermatology offices, as the lead Patient Services liaison to provide program awareness and education; Coordinate injection training for contracted nurse staff; Act as a readily available resource to answer any questions on the administration of the products; Provide feedback on patient s status and progress within the HUB process and in a manner that is consistent with all Company policies. Business Solution Support: Support questions asked related to Novartis products and Novartis support services from health care providers; Integral participant of Account Team Meeting process; Control travel and business expenses and provide timely reports about activities to management.
Drive a high level of customer satisfaction with Novartis support services; Increase satisfaction and knowledge with numerous reimbursement platforms for Psoriasis; Build and maintain positive relationships with key customer segments and thought leaders (academic institutions, community hospitals, specialty practices, medical groups, physician billing organizations) in order to improve product access. Impact on Organization: Expedite current patient initiation best practices between medical providers; Avoid lost opportunities for appropriate patients; Facilitate ease of use and administration adherence for appropriate patients.
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 any other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, marital or veteran status, disability, or any other legally protected status.
Minimum Requirements: 2+ years Sales and/or 2+ years Nurse Educator experience; 3+ years of experience with Complex Specialty products required (such as Psoriasis, Psoriatic Arthritis, Rheumatoid Arthritis, Lupus, Crohns, MS, Orphan Diseases, Biologics, Medical Devices, Oncology, Transplant, Infusion); Experience with explaining difficult business concepts, practice management skills and processes to patients, HCPs and office staff; People and brand management preferred; Must be able to travel; valid driver s license required; Empathy, drive, positive competitive spirit, and commitment to great service; Strong compliance mindset, demonstrating a high level of integrity and ethical judgment; Satisfaction from having a visible impact on the business; Outgoing personality, excellent interpersonal and relationship management skills; Understanding of patient privacy laws including HIPAA and similar state laws. Other duties as assigned.
Bachelor s degree; Nursing Degree (RN, NP, PA) with licensure in state in which he/she resides
Fluent in English (oral and written)
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; Process project, time and organizational management skills; A self-starter; Solution oriented problem solving to ensure customer satisfaction of the patient; Excellent computer skills; Proven track record of success as a field-based Nurse Educator preferred
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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