Case Manager 2 – Care Navigator

Novartis

. Serve as the dedicated point of contact to patients and healthcare professionals when initiating treatment with a Novartis therapy .

Posted 11/6/2026full-timeEast Hanover • New Jersey • United StatesMid-LevelSenior💰 $45,300 - $84,100 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in patient service support, including insurance navigation and financial assistance, while effectively managing communication across multiple channels. Proficient in documenting interactions and utilizing case management systems to enhance customer service efficiency.

Highest-signal resume keywords

Patient Service Support ExperienceInsurance NavigationSalesforce CRM ExperienceStrong Verbal Communication SkillsBi-lingual Spanish Speaking

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Patient OnboardingInsurance VerificationFinancial AssistanceCase ManagementData EntryDocumentationMultitaskingQuality MetricsCall GuidesKPI Tracking

Soft Skills

Interpersonal SkillsCompassionEffective CommunicationWarmthAbility to Balance Priorities

Tools & Technologies

SalesforceVideo Conferencing SystemsDual MonitorsEmailCase Management Systems

Certifications & Qualifications

Novartis Care Navigator Training CertificationEquivalent Training Certifications

Industry Keywords

HealthcarePharmaceuticalsPatient ServicesContact Center ExperienceCustomer Service

About the role

Key responsibilities & impact

Serve as the dedicated point of contact to patients and healthcare professionals when initiating treatment with a Novartis therapy
Navigate patient onboarding, insurance verification, financial assistance, and ongoing support
Work within an assigned territory and develop expertise in its regional area
Respond to customer inquiries through phone, chat, fax, SMS/text, mail, email, and other communication channels
Interact compliantly with customers, Novartis associates, and external contacts during inbound and outbound calls
Manage assigned cases throughout the patient journey
Perform escalation, tracking, triage, and follow-up as required
Handle complex insurance navigation and financial assistance cases
Follow call guides, job aids, work instructions, SLAs, KPIs, productivity, and quality metrics
Use dual monitors and technological solutions to support case management
Document interactions accurately for cross-functional partners
Respond to tasks and notifications from Patient Support Center counterparts
Raise ideas to improve customer service efficiency and effectiveness
Identify and report adverse events through established Novartis systems

Requirements

What you’ll need

High School Diploma required; associate or BS/BA degree preferred
Prior Novartis Care Navigator training certifications or equivalent training certifications
Minimum 3 years of relevant patient service support experience, such as Healthcare, Pharmaceuticals, Patient Services or Contact Center Experience
Strong interpersonal, telephone and verbal communication skills
Ability to project warmth and compassion while conveying information effectively and efficiently
Excellent written communication skills, including interpreting, capturing and documenting customer conversations and next steps clearly
Ability to multitask and balance multiple priorities
Computer literacy with email, video conferencing systems, and data entry/case management systems
Experience working with Salesforce or other CRM platforms preferred
Strong business acumen preferred
Bi-lingual Spanish speaking preferred
Quiet dedicated workspace and internet/WiFi service when working from home
Ability to work scheduled hours, generally a 9-hour shift with two paid rest breaks and an unpaid lunch break
Ability to complete all calls once begun without interruption
Successful completion of initial training, including passing simulations and becoming certified to perform the role
Must be able to work in the United States; company will not sponsor visas for this position

Benefits

Comp & perks

Performance-based cash incentive
Eligibility to be considered for annual equity awards, depending on role level
Health benefits
Life benefits
Disability benefits
401(k) with company contribution and match
Vacation
Personal days
Holidays
Other leaves
Reasonable accommodation for qualified disabilities