*summary*:
the patient coordinator 2 (pc2) is responsible for providing support and resolution for customer re-quests. They accurately and efficiently answer calls that are received from patients, their caregivers, and health care practitioners. The pc2 educates and addresses questions regarding the brand, enrollments, and basic case status updates as appropriate.
The pc2 role supports programs associated with specialty pharmacy or radio ligand therapeutic products for highly complex, rare or orphan diseases.
The pc2 may share appropriate information with patients/caregivers around other resources and ser-vices that the psc may be able to offer, or transfer them to the appropriate psc partner, including their designated patient navigator.
The pc2 must have strong communication skills to converse with customers about their treatment jour-ney and offer solutions in accordance with approved procedures.
A pc2 will possess a learning mindset, the ability to accept and implement constructive feedback, and a general aptitude for continual development. In addition, a pc2 possesses the ability to manage stressful calls as they arise, while reflecting a calm and reassuring tone and attitude for our patients, their care-givers, and our customers.
*about the role*:
*your responsibilities include, but are not limited to*:
- develop and maintain knowledge of nps programs and customer workstreams; broaden pro-gram knowledge over time.
- prepare proper documentation and notifications; perform proper escalation, tracking, and follow-up.
- work with support and product program teams to transfer customers to other units as needed.-ensure that referrals/questions are addressed in a timely, consistent, and organized manner to avoid the delay of care for the patient.
- as applicable, raise innovative ideas to supervisors in order to drive improved efficiency and effectiveness of the patient coordinator 2 role.
- engage in real-time communication with patients, caregivers, healthcare providers, team members, and stakeholders via phone while simultaneously typing accurate and coherent notes, messages, or documentation.
- ensure all written communication is free from spelling and grammatical errors, maintaining a high standard of professionalism.
- multitask effectively, balancing verbal and written communication to provide timely and ac-curate responses.
- utilize various communication tools and platforms to facilitate seamless interaction and doc-umentation.
- maintain confidential information in accordance with company policy and psc processes. Identify and report adverse events via the established novartis systems as per applicable pro-cesses.
*what you’ll bring to the role*:
*education*:
high school diploma required, associate’s degree or higher preferred.
*travel requirements*:
*other work requirements*:
- when working from home, a quiet dedicated space with internet/wifi service or the ability to obtain such service where the employee can work without interruption.
- ability to complete all calls once they have begun to ensure no interruption of service.
- for patient support center (psc) roles with a dedicated training period: the individual hired for this role will be required to successfully complete initial training, including passing simulations and become certified to do the role.
*required experience*:
- minimum 2 years of proven contact center experience (such as healthcare, pharmaceu-ticals, or other industry call center experience)
- experience with work that requires the balancing of multiple priorities.
- excellent written and verbal communication skills - ability to follow oral and written di-rections
- good problem-solving and critical thinking skills
- experience working with data entry system(s), fax machines, computer software, and telephone technology
- computer literacy in ms word, ms teams, excel.
*preferred experience*:
minimum of 2+ years of experience supporting complex specialty products in a call cen-ter environment in orphan, rare disease or other complex disease states.
Division
us
business unit
innovative medicines
location
mexico
site
insurgentes
company / legal entity
mx06 (fcrs = mx006) novartis farmacéutica s.a. de c.v.
Functional area
marketing
job type
full time
employment type
regular
shift work
no
*accessibility and accommodation*:
novartis is committed to building an outstanding, inclusive work environment and diverse teams' representative of the patients and communities we serve.