Care Navigator 1 (Schedule 1) (2 positions)


Job Overview

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By 2023, Patient and Specialty Services (PSS) is projected to support over 1.4 Million patients and impact nearly $4B of Novartis’s US Pharma revenue. PSS provides mission critical support to Novartis brands by helping patients access medications needed to improve their health.

The creation of an internal Engagement Center is a strategic priority for US Pharma. We have an incredible opportunity to formulate exciting new partnerships to deliver transformative patient services. The PSS team is uniquely positioned to help support our goal of providing appropriate medications to twice as many patients twice as fast.

The Engagement Center will support all franchises by providing omni-channel customer support and patient access. By leveraging workforce management, technology, and through staff retention and engagement, it will ensure strong alignment with PSS brand goals. The team is committed to helping customers by improving medication delivery.

  • If you are customer-obsessed.
  • If you are energized by leading teams of people through change.
  • If you are motivated by measured outcomes.

You should consider joining the Novartis PSS Engagement Center

Overview over job:
The work schedule is either 7:45 am EST – 4:45 pm EST or 8:00 am EST – 5:00 pm EST.

The Care Navigator will be responsible for providing support and resolution for customer requests. They will accurately and efficiently answer calls that are received from patients, their caregivers, and health care practitioners. Care Navigators will educate and advise regarding the brand, enrollments, and insurance information as appropriate.

The Care Navigator may share appropriate information with Patient Specialty Services field teams. This information may cover program-related queries from customers, support enrollments, provide pre-authorizations for medical treatment, and outline information regarding co-payments.

The representative must have strong communication skills to converse with customers about issues they are experiencing and be able to offer solutions in accordance with approved procedures.

A Care Navigator will possess a learning mindset, the ability to accept and implement constructive feedback, and a general aptitude for learning and continual development. In addition, A Care Navigator will possess the ability to manage stressful calls as they arise, while reflecting a calm and reassuring tone and attitude for our patients, their families, and their caregivers.

Your responsibilities will include, but are not limited to:

  • Develop and maintain knowledge of PSS programs and customer workstreams; broaden pro-gram knowledge over time.
  • Learn and utilize protocols to respond to customer phone, chat, fax, intelligent chatbot, SMS / text, mail, and e-mail inquiries as well as other communication channels in a prompt and courteous manner
  • Prepare proper documentation and notifications; perform proper escalation, tracking, and follow-up
  • Work with support and product teams to transfer customers to other units as needed – ensure that referrals are addressed in a timely, consistent, and organized manner to avoid the delay of care for the patient
  • Evolve skills to provide detailed resolution regarding program specialties over time
  • As applicable, raise innovative ideas which will drive improved efficiency and effectiveness of customer service to Team Leads.

EEO Statement

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 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 are committed to building diverse teams, representative of the patients and communities we serve, and we strive to create an inclusive workplace that cultivates bold innovation through collaboration and empowers our people to unleash their full potential.

Minimum requirements

What you’ll bring to the role:
Education and personal/skills requirements:
oHigh School Diploma required
oLearning mindset required, including the ability to accept and implement constructive feedback
oThe ability to handle stressful calls, as may arise from time to time, including the ability to reflect a calm and reassuring tone and attitude for our patients, their families, and their caregivers.
oThe ability to multitask and balance multiple priorities at once.
oStrong interpersonal, telephone and verbal communication skills, including the ability to project warmth and compassion while effectively and efficiently conveying information.
oAbility to follow oral and written directions
oStrong writing skills, including the ability to interpret, capture and document the essence of customer conversations, including the recommended next steps in a clear and cogent way.

Travel requirements:
oMinimum overnight travel, as required
oProximity and ability to commute to work onsite in East Hanover at least 1 week per month and for occasional meetings or events, to be scheduled at the discretion of the business.

Other Work Requirements:
oWhen working from home, a quiet dedicated space with internet/WiFi service or the ability to obtain such service (Novartis offers a subsidy to partially cover the cost of this technology) where the employee can work without interruption
oAbility to work the scheduled work hours, which generally will be an 8-hour shift; Working schedule is either 7:45 am EST – 4:45 pm EST or 8:00 am EST – 5:00 pm EST
oAbility to complete all calls once they have begun to ensure no interruption of service.

Required Experience:
0~6 months of proven Contact Center Experience (such as Healthcare, Pharmaceuticals, or other industry call center experience) OR BA/BS degree OR US Military experience with honorable discharge in lieu of experience
oExperience with work that requires the balancing of multiple priorities.
oExperience working with data entry system(s), fax machines, computer software, and telephone technology
oComputer literacy in MS Word, MS Teams, Excel….

Preferred Experience:
o1 year of Customer Contact Center Experience in the

Why consider Novartis?
769 million. That’s how many lives our products touch. And while we’re proud of that fact, in this world of digital and technological transformation, we must also ask ourselves this: how can we continue to improve and extend even more people’s lives?

We believe the answers are found when curious, courageous and collaborative people like you are brought together in an inspiring environment. Where you’re given opportunities to explore the power of digital and data. Where you’re empowered to risk failure by taking smart risks, and where you’re surrounded by people who share your determination to tackle the world’s toughest medical challenges.

We are Novartis. Join us and help us re-imagine medicine.



Business Unit




Work Location

East Hanover, NJ

Company/Legal Entity

Novartis Pharmaceuticals

Functional Area


Job Type

Full Time

Employment Type


Shift Work


Early Talent

1 day ago

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