Overview
Novartis partners with Magnit Global to offer a temporary contractor opportunity for a Case Manager in East Hanover, NJ.
Case Manager - Hybrid Role
Shift: 8:00 am EST – 5:00 pm EST / 9:00 am – 6:00 pm EST. One week per month onsite in East Hanover, NJ; remaining weeks remote from home.
Responsibilities
Develop and maintain subject‑matter expert knowledge of the assigned brand and customer workstreams.
Respond to customer inquiries via phone, chat, fax, SMS/text, mail, and e‑mail in a timely and courteous manner.
Interact professionally and compliantly with customers, Novartis associates, and external contacts during inbound and outbound calls.
Manage assigned cases throughout the patient journey; perform proper and timely escalation, tracking, triage, and follow‑up where required.
Handle complex interactions and/or cases related to insurance navigation and financial assistance.
Adhere to call guides, job aids, and work instructions for case processing and cadence.
Meet service level agreements (SLAs), key performance indicators (KPIs), productivity, and quality metrics.
Leverage dual monitors and technological solutions to support case management activities.
Accurately and concisely document all interactions to inform cross‑functional partners on status details.
Promptly and courteously respond to tasks and notifications from PSC counterparts.
As applicable, raise innovative ideas to drive improved efficiency and effectiveness of customer service to supervisors.
Identify and report adverse events via the established Novartis systems in accordance with applicable processes.
What You’ll Bring
High School Diploma required; associate or BS/BA degree preferred.
Minimum 3 years of relevant patient service support experience (e.g., Healthcare, Pharmaceuticals, Patient Services, or Contact Center).
Strong interpersonal, telephone, and verbal communication skills, including the ability to project warmth and compassion while effectively conveying information.
Excellent written communication skills, including the ability to interpret and document next steps for customer conversations in a clear and cogent way.
Ability to multitask and balance multiple priorities at once.
Computer literacy with email, video conferencing systems, and data entry/case management systems.
Preferred: Experience working with Salesforce or other CRM platforms.
Preferred: Strong business acumen.
Preferred: Bi‑lingual, Spanish speaking.
Travel and Work Requirements
Live within 90 miles of the East Hanover, NJ site. Ability to commute to work onsite in East Hanover, NJ as required by the hybrid model and for occasional meetings or events.
Location and Compensation
East Hanover, NJ (Hybrid). Pay rate: $25.40 – $32 /hr based on experience and qualifications (W2 Only). Contract: 12‑month, New; start date: 1/12/2026.
Benefits
Health, dental, vision, 401(k).
Why Novartis
Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Ready to create a brighter future together?
EEO Statement
The Novartis Group of Companies are Equal Opportunity Employers. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status.
Accommodation
If you require reasonable accommodation in completing this application, interviewing, completing any pre‑employment testing, or otherwise participating in the employee selection process, please direct your inquiries to Magnit at directsourceproteam@prounlimited.com.