Jarrod G. Baker
Case Management Supervisor
- Role
- Case Management Supervisor at Novartis
- Location
- Springfield, NJ, US
- LinkedIn followers
- 500 followers
Experience
Case Management Supervisor
Sep 2022 — Present · US
Responsible for supervision and coaching or 10 Care Navigators which engage daily with patients, care givers, HCPs, and field representatives in support of the Cosentyx Connect Program.Participated in the interviewing process to support hiring of new Care Navigators.Participated and conducted in the simulation and certification process to confirm learning and system readiness for newly hired agents.Partnered with Intake Specialist and Reimbursement Specialists on a daily basest enhance the customer experience during their Cosentyx journey.Communicated with Field Sales Team regarding field escalations to expedite plan related issues to enhance plan satisfaction metrics. Provided daily support to Care Navigators regarding call escalations from patients, care givers, and HCPsPartnered with Performance Excellence (Quality Team) to monitor agent calls to confirm learning, provide coaching, and to prevent compliance failures.Participated in all training and development programs.Responsible for monitoring the Care Navigator Team Chat. Assisted the agents with daily program related questions and program guidelines. Conducting bi-weekly 1:1 meetings to discuss performance and to provide necessary coaching to agents. Responsible for submitting tech support tickets on behalf of the Care Navigatiors, to assist agents with tech related issues and system configurations.
Education
Rutgers, The State University of New Jersey-New Brunswick
BA, Sociology
1986 — 1989
Rutgers University
Bachelor of Arts (B.A.), Sociology
1986 — 1989
Skills
- Annuities
- Investments
- Loans
- Insurance
- Customer Relations
- Strategic Planning
- Customer Service
- Word
- Account Management
- Vendor Management
- Retirement Planning
- Credit
- Excel
- Securities
- Telecommunications
- Retirement
- Banking
- Mutual Funds
- 401k
- Call Center
- Problem Solving
- Coaching
- Team Building
- Consultative Selling
- Microsoft Word
- Microsoft Excel
- Fixed Annuities
- Program Management
- Business Planning
- Leadership
- Project Management
- Selling
- Crm
- Financial Services
- Management
- Training
- Process Improvement
- Sales
- Call Centers
- Sales Operations
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