Job Description

USA - SALES ADMIN & CUST SERVICE TRUE TITLE - REIMBURSEMENT SPECIALIST I 

18 MONTHS 

JOB DESCRIPTION

By 2023, Patient and Specialty Services (PSS) is projected to support over 1.4 Million patients and impact nearly $4B of Novartis’s US Pharma revenue. PSS provides mission critical support to Novartis brands by helping patients prescribed Novartis products with assistance to address any access challenges and get on medications needed to improve their health. The creation of an internal Engagement Center is a strategic priority for US Pharma. We have an in-credible opportunity to formulate exciting new partnerships to deliver transformative patient services. The PSS team is uniquely positioned to help support our goal of providing appropriate medications to twice as many patients twice as fast. The Engagement Center will support all franchises by providing omni-channel customer support and patient access. By leveraging workforce management, technology, and through staff retention and engagement, it will ensure strong appropriate alignment with PSS goals. • If you are customer-obsessed. • If you are energized by leading people through change. • If you are motivated by measured outcomes. You should consider joining the Novartis PSS Engagement Center’s Reimbursement Specialist Team.

OVERVIEW:

The Reimbursement Specialist will be responsible for providing support and information about the insurance coverage of their prescribed Novartis medicines. They will accurately and efficiently find the patient’s insurance coverage, and any other requirements by leveraging reimbursement tools and collaborating with payers and providers. The Reimbursement Specialist may also share appropriate information with Patient Specialty Services field teams. This information may cover coverage-related queries from customers, provide pre-authorizations for medical treatment, and outline information regarding co-payments. The Reimbursement Specialist must have strong communication skills to converse with payors and providers about benefits coverage and be able to offer solutions in accordance with approved procedures. A Reimbursement Specialist will possess an aptitude for learning and continual development.

• Develop and maintain knowledge of PSS programs and payer coverage; broaden program knowledge over time. • Learn and utilize protocols, information and technology to gather patient coverage information. Some of this will be completed via phone calls to payers in a prompt and courteous manner. • Prepare proper documentation and notifications; perform proper escalation, tracking, and follow-up • Evolve skills to navigate the payer landscape regarding Novartis programs over time • As applicable, raise innovative ideas which will drive improved efficiency and effectiveness of customer service to Team Leads. What you’ll bring to the role: EDUCATION:

• High School Diploma required

TRAVEL REQUIREMENTS:

• Proximity and ability to commute to work onsite in East Hanover minimally 1 week per month and for occasional meetings or events

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 schedule with two paid rest breaks and an unpaid lunch break. Schedule 1 hours: 8 am – 5 pm ET, Schedule 2 hours: 10 am – 7 pm ET, Monday through Friday

EXPERIENCE:

REQUIRED EXPERIENCE:

• ~6 months of proven Reimbursement Experience (such as Healthcare, Payers or Pharmaceuticals,)
• Experience and exposure in balancing multiple priorities with multiple audiences
• Experience working with data entry system(s), fax machines, computer software, and telephone technology
• Strong phone and verbal communication skills – ability to follow oral and written directions
• Good problem-solving and critical thinking skills
• Ability to interpret, capture and document the details of payer conversations, in a timely and efficient manner
• Computer literacy with email, video conferencing systems and data entry systems

PREFERRED EXPERIENCE:

• 1 year of Reimbursement Specialist experience within a Customer Contact Center in the Pharmaceuticals industry
• Therapeutic area experience
• No therapeutic area experience required.