Novartis Pharmaceuticals Patient Services Liaison - Central Region (remote) in Dallas, Texas
799 million. That’s how many lives our products touched in 2019. And while we’re proud of that fact, in this world of digital and technological transformation, we must also ask ourselves this: how can we continue to improve and extend even more people’s lives?
We believe the answers are found when curious, courageous and collaborative people like you are brought together in an inspiring environment. Where you’re given opportunities to explore the power of digital and data. Where you’re empowered to risk failure by taking smart risks, and where you’re surrounded by people who share your determination to tackle the world’s toughest medical challenges.
Imagine what you could do at Novartis!
This is a remote role.
The candidate must live in the Central time zone states (IL, WI, IN, MN, ND, SD, IA, MO, AR, LA, MS, TX OK, KS, NE).
This role is to be the single point of contact to provide case management support to Cosentyx patients. The Patient Services Liaison is responsible for coordinating and delivering resources and information to support the patient and their experience with Novartis Patient Services, thereby helping to limit barriers that may hinder appropriate patient outcomes.
The role is to be the primary face of the patient services program with the patients and responsible for overall customer satisfaction. The Patient Services Liaison interacts with patients via multiple channels (e.g., phone, email, text) to educate, motivate, and empower them. The Patient Services Liaison would only provide information and education to the patient after they are prescribed Cosentyx and enrolled in the program, offer virtual or live injection training, and provide adherence services to the patient up until graduation at approximately 8 or 12 months of support. The Patient Services Liaison will handle inbound and outbound calls to/from existing patients, new patients and the hub. The Patient Services Liaison delivers patient program information and conducts only virtual (telephonic) visits with patients. The Patient Services Liaison is also the leader of the patient services pod, aligning patient services with field resources as well as third party vendors.
This position does not involve the practice of nursing.
The role will be home based and the Patient Services Liaisons will service patients virtually. There will be little to no travel required of this role. All patient facing activities (and internal collaboration) will be telephonic.
The Patient Services Liaison must act in accordance with all Company policies and guidelines. All Patient Services Liaison activities will be performed in a manner that is consistent with and compliant with all Company policies.
Activities include, but are not limited to:
Overall patient case management; coordination and management of patients, from enrollment to graduation (defined by patient readiness assessment) after 8-12 months adherence support.
Provide disease state and appropriate product information, services to patient
Provide information to patient on access and reimbursement journey
Provide adherence support for ongoing patients
Provide virtual injection training upon request
Act as a readily available resource to answer any questions on the administration of the products to patients
Report all adverse events and product complaints in accordance with established policies and procedures
Patient Services Liaison - Central Region (remote)
Bachelor’s degree; Nursing Degree (RN, NP, PA) with licensure in state in which he/she resides
Fluent in English (oral and written)
2+ years Patient Services Liaison experience
3+ years of experience with Complex Specialty products required (such as Psoriasis, Psoriatic Arthritis, Rheumatoid Arthritis, Lupus, Crohns, MS, Orphan Diseases, Biologics, Medical Devices, Oncology, Transplant, Infusion)
Empathy, drive, positive competitive spirit, and commitment to great service
Outgoing personality, excellent interpersonal and relationship management skills
Understanding of patient privacy laws including HIPAA and similar state laws.
Must pass all required company certifications and/or oral board exams as needed
Must adhere to all company policy and compliance regulations
2+ years of Pharmaceutical experience preferred
Understanding of product and payer reimbursement landscape and prior authorization guidelines and processes
Basic understanding of specialty pharmacy providers preferred
Ability to establish relationships, identify trends, and provide education
Manage multiple strategic initiatives simultaneously and reprioritize where necessary
The Novartis Group of Companies are Equal Opportunity Employers and take pride in maintaining a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or any other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, marital or veteran status, disability, or any other legally protected status.