Patient Coordinator

Puesto: Patient Coordinator 2
This job is with Novartis, an inclusive employer and a member of my Gwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Summary
The Patient Coordinator 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. The Patient Coordinator will educate and advise regarding the brand, enrollments, and insurance information as appropriate.

The Patient Coordinator 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 Patient Coordinator 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 Patient Coordinator 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.
About the Role
Your responsibilities will include, but are not limited to:
Develop and maintain knowledge of PSS programs and customer work streams; broaden program 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.
Responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes
What you will bring to this role:
Education and personal/skills requirements:
High School Diploma required
- Learning mindset required, including the ability to accept and implement constructive feedback
The 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.
The ability to multitask and balance multiple priorities ong interpersonal, telephone and verbal communication skills, including the ability to project warmth and compassion while effectively and efficiently conveying information.
Ability to follow oral and written directions
Strong 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:
Proximity and ability to commute to work onsite in Mexico City Office as required by our hybrid model for occasional meetings or events.  To be scheduled at the discretion of the business.
Other Work Requirements:
When 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
Ability to work the scheduled work hours, which generally will be an 8-hour shift;
Working schedule is either 8:00 am EST - 5:00 pm EST/9:30 am - 6:00 pm EST or 11:00 am EST - 8:00 PM EST
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…