Adherence Support Coordinator 2 (Xico) (Valle de Chalco Solidaridad)

Overview

The Support Coordinator 2 (SC2) is responsible for accurately and efficiently making outbound calls to consenting patients and caregivers to deliver scripted content in support of the patient's ongoing treatment journey. The SC2 educates and delivers messaging regarding the brand, treatment expectations and support tips and resources based on program cadence and content. The SC2 role supports programs associated with specialty pharmacy or radioligand therapeutic products for highly complex, rare or orphan diseases. The SC2 may share appropriate information with patient/caregiver around other resources and services that the PSC may be able to offer or transfer them to the appropriate PSC partner, including their designated Patient Navigator. The SC2 must have strong communication skills to converse with customers about their treatment journey and be able to offer solutions in accordance with approved procedures. The SC2 also receives inbound calls from patients/caregivers that they have been trying to contact. The SC2 possesses a learning mindset, the ability to accept and implement constructive feedback, and a general aptitude for continual development. In addition, the SC2 possesses the ability to manage stressful calls as they arise, while reflecting a calm and reassuring tone and attitude for our patients, their families, and their caregivers. The SC2 triages calls as appropriate to the assigned Patient Navigator (PN) who is responsible for overall case management (if applicable, as some programs may not have PNs). The SC2 also triages to other designated departments/entities per the program business rules.

Responsibilities

• Develop and maintain knowledge of product specific adherence services, channels and cadence; broaden program knowledge over time.
• 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.

Qualifications

Education: High School Diploma required; associate's degree or higher preferred.

Travel & Work Requirements: Proximity and ability to commute to work onsite Novartis Mexico City offices, three days per week. When working from home, a quiet dedicated space with internet/WiFi service or the ability to obtain such service is required to work without interruption. Ability to complete all calls once they have begun to ensure no interruption of service.

Training: 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 two 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.

Preferred Experience: Minimum two years of additional relevant experience.

Skills: 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.