Your responsibilities will include, but are not limited to:

• Develop and maintain knowledge of product specific adherence services, channels and cadence; 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.
• Make outbound calls, and other omni channel outreaches to patients/caregivers in assigned case load.
• Answer inbound calls to connect with patient/caregivers that are responding to outbound communications.
• 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.
• As applicable, raise innovative ideas to Supervisors in order to drive improved efficiency and effectiveness of the SC2 role.
• 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.
• Maintain confidentiality and handle sensitive information with discretion.
• Identify and report adverse events via the established Novartis systems as per applicable processes.

What you’ll bring to the role:

• Education:
  • High School Diploma required, associate’s degree or higher preferred.

• Travel requirements:
  • Proximity and ability to commute to work onsite Novartis Mexico City offices, 3 days per week.
• 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 2 years 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.
  • Excellent written and verbal communication skills – ability to follow oral and written directions.
  • Strong problem-solving and critical thinking skills
  • Experience working with data entry system(s), fax machines, computer software, and telephone technology.
  • Computer literacy in MS Word, MS Teams, Excel.
  • Strong command of spelling, grammar, and punctuation.
  • Excellent multitasking skills and the ability to manage multiple communication channels simultaneously.
  • Strong attention to detail and the ability to produce error-free written communication.
  • Ability to work in a fast-paced environment and handle high-pressure situations with ease.

• Preferred Experience:
  • Minimum of 2+ years of experience supporting complex specialty products in a call center environment in orphan, rare disease or other complex disease states.
  • 1 Year experience administering adherence calls, and other adherence tactics
• Therapeutic area experience
  • No therapeutic area experience required.