Job description summary
the support coordinator 2 (sc2) is responsible for making outbound calls to consented patients and caregivers, delivering scripted content to support the patient's treatment journey. The sc2 educates about the brand, treatment expectations, and support resources based on program content and cadence.
the role supports programs related to specialty pharmacy or radio ligand therapeutic products for complex, rare, or orphan diseases. The sc2 shares relevant information with patients/caregivers or transfers them to the appropriate patient support coordinator (psc), including designated patient navigators.
strong communication skills are essential to discuss treatment journeys and offer solutions following approved procedures. The sc2 handles inbound calls from patients/caregivers and maintains a calm, reassuring tone, managing stressful situations effectively.
the sc2 triages calls to the assigned patient navigator or other departments per business rules.
job responsibilities
* develop and maintain knowledge of adherence services, channels, and program content.
* respond promptly and courteously across multiple communication channels, including phone, chat, fax, sms, mail, and email.
* make outbound calls and outreach to patients/caregivers.
* answer inbound calls and document interactions accurately.
* escalate, track, and follow up on customer inquiries.
* coordinate with support and product teams to transfer customers or address questions timely.
* propose ideas to improve efficiency and effectiveness.
* engage in real-time communication, maintaining clear and professional documentation.
* ensure written communication is error-free and professional.
* balance verbal and written communication effectively.
* use various tools and platforms for interaction and documentation.
* maintain confidentiality and handle sensitive information discreetly.
* report adverse events via established systems.
qualifications
education: high school diploma required; associate’s degree or higher preferred.
travel & work setup: ability to commute to novartis mexico city offices 3 days/week; dedicated quiet workspace at home with internet access.
work hours: typically 8-hour shifts, with schedules around 8:00 am to 8:00 pm est, subject to change.
experience: minimum 2 years in a contact center (healthcare, pharma, or related) or equivalent military experience; excellent communication skills, data entry, and multitasking skills; proficiency in ms word, teams, excel; attention to detail.
preferred: 2+ years supporting complex specialty products, adherence call experience, and familiarity with rare or orphan diseases is a plus.
skills
administrative assistance, communication skills, customer retention, digital & email marketing, sop, etc.
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