摘要
The SPC utilizes knowledge of SP process, prescription access and reimbursement issues to effectively detect and investigate potential gaps in access to Novartis Medications. The individual in this role will focus on achievement of Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), productivity, quality, and customer service
About the Role
Your responsibilities will include, but are not limited to:
- Collaborating with Specialty Pharmacies and Case management team to resolve triage issues and escalations.
- Monitor relevant reports and dashboards to identify issues and intervene as appropriate to avoid any delay in patients access to the medication.
- Collaborate and support other Patient Support center agents in addressing Specialty pharmacy related issues.
- Developing relationships with designated Specialty Pharmacy contacts to ensure optimal performance.
- Follow up activities with Specialty Pharmacies (via phone, email, portal/or data feeds) to ensure receipt of Start Forms and other support documents to ensure timely processing by designated pharmacy.
- Monitor triage cases to identify errors, including incomplete Start Forms, and actively work with case management team to address and prevent delay in access to the medication.
- Responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes.
- Adhere to call guides, job aides, and work instructions for case processing and case cadence
- Adhere to Service Level Agreements (SLAs), Key Performance Indicators (KPIs), productivity and quality metrics.
- Accurately and concisely document case notes to inform cross-functional partners on the relevant status details.
- Professionally and compliantly interact with external customers during outbound phone calls.
What you’ll bring to the role:
Education: High School Diploma required; Associate degree or above preferred
Required Experience:
- Minimum 1 - 2 years of patient services, healthcare, or pharmacy contact center prescription triage capability or service
- Strong critical thinking skills and the ability to multi-task
- Understanding and experience working for or partnering with specialty pharmacies
- Experience working with data entry system(s), case management systems, computer software, and telephone/fax technology
- Knowledge of HIPAA, patient privacy, and other legal policies applicable to working in a patient support center
- Forward thinker who can adapt and grow with the evolving Novartis Patient Support landscape
Preferred Experience:
- Bachelor´s degree preferred but not required.
- Strong interpersonal, communication, influencing and analytical skills
- Ability to manage multiple projects and consistently meet deadlines
- Previous experience with SPs, copay card programs, free goods, insurance plans and payer access steps
- Prior experience in successfully implementing pharmacy process improvement strategies to enhance efficiency.
Other requirements:
- Proximity and ability to commute to work onsite in Mexico City for occasional meetings or events, and one week per month (5 days) with team and leadership
- Requires being in person as needed during employee training and onboarding
Why Novartis: Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together? https://www.novartis.com/about/strategy/people-and-culture
Join our Novartis Network: Not the right Novartis role for you? Sign up to our talent community to stay connected and learn about suitable career opportunities as soon as they come up: https://talentnetwork.novartis.com/network
Benefits and Rewards: Read our handbook to learn about all the ways we’ll help you thrive personally and professionally: https://www.novartis.com/careers/benefits-rewards
Accessibility and accommodation
Novartis is committed to work with and provide reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the recruitment process, or in order to perform the essential functions of a position, please send an e-mail to [email protected] and let us know the nature of your request and your contact information. Please include the job requisition number in your message.
Novartis is committed to building an outstanding, inclusive work environment and diverse teams' representative of the patients and communities we serve.
