Care Coordinator

About the role

Valeris is a fully integrated life sciences commercialization partner that provides comprehensive solutions spanning the entire healthcare value chain. Founded by the merger of PharmaCord and Mercalis, Valeris™ revolutionizes the path from life sciences innovation to real-life impact, aiming to ensure every patient receives the care they need. Valeris works on behalf of life sciences companies to enhance the patient experience, ensuring patients can access and adhere to critical medications. Backed by industry expertise, a deep commitment to patient care, advanced technology, and a talented team, Valeris offers data and strategic insights, patient support services, and healthcare provider engagement tools to help life sciences companies successfully commercialize new products. Valeris serves more than 500 life sciences customers and has supported millions of patients through access and affordability initiatives. The company is headquartered in Morrisville, North Carolina, and Jeffersonville, Indiana.

Responsibilities

• Provide inbound and outbound phone support to payers, patients, caregivers, specialty pharmacies, site of care centers, specialty distributors, pharmacy compounders, and providers.
• Facilitate a collaborative process to gauge, coordinate, and monitor patient benefits, product orders, and appointment coordination, aiming to facilitate the overall patient journey.
• Coordinate resources, exchange information, and ensure appropriate delivery of services on behalf of a manufacturer (client).
• Act as an advocate to patients regarding eligibility requirements, program enrollment, affordability support, and general access for prescribed therapy.
• Establish and maintain relationships with healthcare providers and patients, developing trust and rapport.
• Serve as the primary point of contact for health care providers for ongoing support and relationship development, acquiring and delivering detailed information regarding a program and/or a patient.
• Navigate through payer challenges by asking appropriate questions to obtain necessary results.
• Act as an assigned liaison to client contacts, such as regional contacts for sales representatives.
• Maintain records in compliance with applicable standards and regulations.
• Identify and report pharmacovigilance information as required by clients, including Adverse Events and safety complaints, following program SOPs.
• Liaise between Program Management, other internal stakeholders, and healthcare providers, providing unparalleled customer service, attention to detail, and acting as a brand advocate and program representative.
• Assess situations to act and intervene where needed to obtain a timely result, understanding the nature of the disease states of patients of the program.
• 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 ethics.
• Utilize necessary resources for conflict resolution as needed.
• Conduct miscellaneous tasks or projects as assigned by Project Management.
• Utilize Valeris’ values as the driving force behind the team’s success.
• Ensure all SOPs are followed with consistency.
• Perform additional tasks or projects as assigned.

Qualifications

• Ace or bachelor’s degree and 2 years of reimbursement/insurance, healthcare billing, physician office, health insurance processing preferred, or a High School diploma or equivalent with 5 years of relevant experience.
• Call Center/HUB or customer service experience with progressive levels of responsibility within a service-driven environment.
• Excellent communication skills, both orally and in writing.
• Strong working knowledge of prior authorization and appeals.
• 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 fast-paced environments.
• Adaptability to change while maintaining program standards.
• Empathetic listening skills to interact effectively with patients and providers.
• Punctuality and reliability with a strong attendance record.
• Strong customer service experience and skills.
• Proficiency with Microsoft products (Excel, Word, PowerPoint, and Outlook).