The Patient Navigator is the main point of contact for Novartis Oncology patients relating to the process of initiating and maintaining therapy prescribed by a healthcare provider. The Patient Navigator is responsible for coordinating and delivering patient support resources and information to the patient relating to Novartis Oncology therapies, with the ultimate goal of improving patient outcomes. This position does not involve the practice of nursing or providing clinical advice and counseling.
Patient single point of contact to coordinate patient support programs offered by Novartis Oncology and responsible for overall customer satisfaction
Scripted communication to patients who have opted-in to marketing communications and answers program toll-free numbers
Interacts with patients via phone and possibly in-person to provide disease state and relevant dosing education, deliver treatment reminders and motivation, and empower patients during the critical treatment initiation phase as well as longer term adherence support as appropriate.
Deliver patient programs and potentially conduct live/virtual interactions to educate patients during the therapy initiation phase
Coordinates and educates relevant field partners on program logistics and operations, including 3rd party vendors
This position does not involve the practice of nursing; Patient Navigators must act in accordance with company guidelines and requirements at all times
KEY PERFORMANCE INDICATORS:
Customer satisfaction scores based on follow-up surveys to assigned patients
Accuracy and consistency in tracking/managing patient load leveraging defined workflows
Appropriate service factor based on inbound/ outbound calls and speed of response, etc.
Contribution and feedback provided to management on program operations
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.
Education: Bachelor's degree; Nursing Degree (RN/PN)
2+ years Sales and/or 2+ years Nurse Educator experience in a pharmaceutical company
-3+ years of experience with Complex Specialty products required
-Understanding clinical concepts and related processes
-History of direct patient interaction, specifically oncology patients
-Understanding of HCP office dynamics & workflow
-Understanding of patient privacy laws including HIPAA and similar state laws.
-Empathy, motivated self-starter, and positive competitive spirit
-Cross-functional team collaboration
-Solution oriented problem solver
-Knowledge of existing MS Office software suite as well as ability to manage new software platforms if necessary
-Less than 20% travel required
-Understanding of product and payor reimbursement processes (benefits investigation, prior authorizations, financial assistance, etc.)
-Basic understanding of specialty pharmacy workflows
-Excellent interpersonal and relationship management skills
-Experience providing and being held accountable for great customer service
-Case management, organization, and multi-tasking skills
* If a direct employer requests that you go to their web site and complete your application there in order to be
considered, please do so. Applications for all positions are subject to each employer's specific requirements.