Your responsibilities will include, but are not limited to:

• 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 patients 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 triage 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.

What you’ll bring to the role:

Education: High School Diploma required; Associate degree or above preferred 

Required Experience:

• 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 

Preferred Experience:

• Bachelor´s degree preferred but not required.
• Strong interpersonal, communication, influencing and analytical skills
• Ability to manage multiple projects and consistently meet deadlines
• 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 requirements:   

• Proximity and ability to commute to work onsite in Mexico City for occasional meetings or events, and one week per month (5 days) with team and leadership
• Requires being in person as needed during employee training and onboarding