Your responsibilities will include, but are not limited to: 

• Develop and maintain knowledge of NPS programs and customer workstreams; 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 program teams to transfer customers to other units as needed - ensure that referrals/questions are addressed in a timely, consistent, and organized manner to avoid the delay of care for the patient. 

• Prepare proper documentation and notifications; perform proper escalation, tracking, and follow-up. 

• As applicable, raise innovative ideas which will drive improved efficiency and effectiveness of PC 1 to Supervisors. 

• Engage in real-time communication with patients, caregivers, healthcare providers, team members, and stakeholders via phone while simultaneously typing accurate and coherent notes, messages, or documentation. 

• Ensure all written communication is free from spelling and grammatical errors, maintaining a high standard of professionalism. 

• Multitask effectively, balancing verbal and written communication to provide timely and accurate responses. 

• Utilize various communication tools and platforms to facilitate seamless interaction and documentation. 

• Manage confidential information in accordance with Company policy and PSC processes. Identify and report adverse events via the established Novartis systems as per applicable processes. 

• Education:  

• High School Diploma required 

• Travel requirements:  

• This job requires you live within 90 miles of the East Hanover, NJ, Tempe, AZ site or Mexico City, MX offices of Novartis  

• Proximity and ability to commute to work onsite in East Hanover, NJ, Tempe, AZ or Mexico City, MX as required by our hybrid model and 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 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, and may be subject to change to support business needs  

• 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 to successfully complete initial training, including passing simulations and become certified to do the role. 

• Required Experience: 

• Minimum 6 months of proven Contact Center Experience (such as Healthcare, Pharmaceuticals, or other industry call center experience) OR BA/BS degree OR US Military experience with honorable discharge in lieu of experience. 

• Experience with work that requires the balancing of multiple priorities. 

• Experience working with data entry system(s), fax machines, computer software, and telephone technology. 

• Excellent written and verbal communication skills – ability to follow oral and written directions. 

• Strong problem-solving and critical thinking skills. 

• Computer literacy in MS Word, MS Teams, Excel. 

• Preferred Experience:  

• 1 year of Customer Contact Center Experience in the Pharmaceuticals industry. 

• Therapeutic area experience 

• No therapeutic area experience required.