Specialty Pharmacy Coordinator (8 am - 5 pm EST) - Multiple Positions

Key Responsibilities:

• 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 patient 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 triages 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.

Essential Requirements:

• Education: High school diploma required. Associate’s degree or above preferred.
• 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 

Desirable Requirements:

• Pharmacy Technician Certification (CPhT)
• 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 Work Requirements:

• Ability to work scheduled hours: 8 am – 5 pm EST
• This job requires you live within 90 miles of the East Hanover site of Novartis.
• Proximity and ability to commute to work onsite in East Hanover, NJ or Tempe, AZ for occasional meetings or events, and one week per month (5 days) with team and leadership
• When working from home, a quiet dedicated space where the employee can work without interruption
• This position will require holiday support
• 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.

The pay range for this position at commencement of employment is expected to be between $55,000 and $102,200 per year; however, while salary ranges are effective from 1/1/25 through 12/31/25, fluctuations in the job market may necessitate adjustments to pay ranges during this period.  Further, final pay determinations will depend on various factors, including, but not limited to geographical location, experience level, knowledge, skills and abilities. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.