Care Coordinator

Valeris is a fully integrated life sciences commercialization partner that provides comprehensive solutions spanning the entire healthcare value chain. Formed by the merger of PharmaCord and Mercalis, Valeris™ revolutionizes the path from life sciences innovation to real-life impact to build a world in which every patient gets the care they need. The company works on behalf of life sciences companies to improve the patient experience, ensuring patients can access and adhere to critical medications. Backed by proven industry expertise, a deep commitment to patient care, and the latest technology, Valeris provides data, strategic insights, patient support services, and healthcare provider engagement tools to help life sciences companies successfully commercialize new products. Valeris serves over 500 life sciences customers and has supported millions of patients with access and affordability solutions. The company is headquartered in Morrisville, North Carolina, and Jeffersonville, Indiana.

About the role

As a Care Coordinator, you provide inbound and outbound phone support and may serve as the primary contact for payers, patients, caregivers, specialty pharmacies, site of care centers, specialty distributors, pharmacy compounders, and providers. You will facilitate a collaborative process that gauges, coordinates, and monitors patient benefits, product orders, and appointment coordination to support the overall patient journey. This includes utilizing services offered through the Patient Support Program on behalf of a manufacturer (client). The primary function is to provide unparalleled customer service to key internal and external stakeholders as a dedicated contact by coordinating resources, exchanging information, and ensuring appropriate delivery of services.

Responsibilities

• Serve as an expert on all aspects of benefit coordination and other forms of available support, handling healthcare provider and/or patient interactions.
• Act as an advocate to patients regarding eligibility requirements, program enrollment, affordability support, and general access for prescribed therapy.
• Establish relationships, develop trust, and maintain rapport with healthcare providers and/or patients.
• Serve as the point of contact for healthcare providers for ongoing support and relationship development by acquiring and delivering detailed information regarding a program and/or a patient.
• Demonstrate strong working knowledge and ability to understand and explain benefits offered by all payer types, including private/commercial and government (e.g., Medicare, Medicaid, VA, and DOD), with expertise in Medicare Part B.
• Navigate payer challenges by asking appropriate questions to obtain necessary results.
• Act as an assigned liaison to client contacts (e.g., regional contact for sales representatives).
• Maintain records in accordance with applicable standards and regulations for the programs/promotions.
• Follow program guidelines and escalate complex cases according to SOPs, Call Guides, and other program materials.
• Identify and report pharmacovigilance information as required by client(s) (e.g., Adverse Events, safety complaints as per program SOPs) through inbound and outbound calling.
• Serve as a liaison between Program Management, other internal stakeholders, and healthcare providers.
• Provide unparalleled customer service with attention to detail while serving as a brand advocate and program representative; commit to achieving quality outcomes and appropriate use of resources.
• Work with all levels of Program Management on a day-to-day basis to maintain open lines of communication and share awareness regarding patient status, prescriber feedback/satisfaction, coordination challenges, and program effectiveness.
• Understand the nature of the disease states of patients in the program.
• Assess situations to act and intervene where needed to obtain timely results.
• Maintain a high level of ethical and professional conduct regarding confidentiality and privacy.
• Help maintain team morale by consistently demonstrating a positive attitude and strong work ethic.
• Utilize necessary resources for conflict resolution as needed.
• Ensure on-time adherence to training deadlines for all corporate policies and procedures governing access to confidential data.
• Ensure all SOPs are followed with consistency.
• Conduct miscellaneous tasks or projects as assigned by Project Management.
• Utilize Valeris’ values as the driving force behind the team’s success.
• Perform additional tasks or projects as assigned.

Requirements

• Associate or bachelor’s degree and 2 years of reimbursement/insurance, healthcare billing, physician office, or health insurance processing experience preferred. In lieu of a degree, a high school diploma or equivalent with 5 years of relevant experience is acceptable.
• Call Center/HUB or customer service experience with progressive levels of responsibility within a service-driven environment required.
• Excellent communication skills, both oral and written.
• Strong working knowledge of prior authorization and appeals is required.
• Strong knowledge of medical and pharmacy insurance terminology and reimbursement/insurance, healthcare billing, physician office, health insurance processing, or related benefit coordination experience.
• Excellent problem-solving and decision-making skills.
• Attention to detail and committed follow-through in communication with patients, providers, and internal/external stakeholders.
• Strong organizational skills for a fast-paced environment.
• Ability to adapt to change while maintaining program standards.
• Strong team player willing to assist other team members when needed.
• Empathetic listening skills to interact effectively with patients and providers.
• Punctual, reliable, with a strong attendance record.
• Strong customer service experience and skills.
• Proficient with Microsoft products (Excel, Word, PowerPoint, and Outlook).

Physical Demands & Work Environment

• Regularly required to talk or hear.
• Frequently required to sit for long periods, use hands to type, handle or feel, and reach with hands and arms.
• Preferred typing speed of at least 35 words per minute with 97% accuracy.
• Minimal flexibility to travel as needed is preferred.
• Operates in a professional office environment, routinely using standard office equipment such as computers, phones, and photocopiers.

Schedule

The shift for this role is 9 AM – 6 PM EST only.

Benefits

Full-time employees can expect the following benefits:

• Medical, dental, and vision plans, including HSA- and FSA-eligible options, with Valeris contributing toward premium costs.
• Additional health support, including telehealth and Employee Assistance Program (EAP) services.
• Company match on Health Savings Account contributions.
• Free Basic Life and AD&D coverage equal to annual earnings, with a minimum of $50,000 and a maximum of $300,000.
• Company-paid Short-Term Disability coverage, with the option to purchase Long-Term Disability.
• 401(k) Retirement Savings Plan with 100% match on the first 5% contributed, with immediate vesting.
• Paid Time Off (PTO) and Sick Leave to support work-life balance.
• Nine paid holidays plus two floating holidays.
• Opportunities for advancement in a company that supports personal and professional growth.
• A challenging, stimulating work environment that encourages new ideas.
• Work for a company that values diversity and makes deliberate efforts to create an inclusive workplace.
• A mission-driven, inclusive culture where your work makes a meaningful impact.