Care Coordinator

About Valeris

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, aiming to build a world in which every patient gets the care they need. Valeris 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, the latest technology, and exceptionally talented team members, Valeris provides data, 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 provided access and affordability support to millions of patients. The company is headquartered in Morrisville, North Carolina, and Jeffersonville, Indiana.

About the Role

A typical day in the Care Coordinator role includes ownership of patient cases from initiation to closure. Responsibilities encompass benefit investigations, prior authorizations, denial appeals, determining financial qualifications for assistance programs, and assisting patients or other stakeholders through resolution via email, inbound/outbound calls, and using our patented technology, Lynk. This role requires high levels of ownership, attention to detail, patient focus, and strong problem-solving skills.

Responsibilities

• Relationship Management
  • Builds trusted relationships with patients, prescribers, and client stakeholders through proactive communication, timely execution of deliverables, and a demonstrated passion for helping patients.
  • Manages all relationships in compliance with healthcare laws and regulations.
• Communications
  • Performs program welcome calls to patients.
  • Conducts post-Benefits Investigation calls to patients and physicians to explain coverage options.
  • Manages client inquiries that cannot be resolved through reporting.
  • Handles HCP inquiries pursuant to business rules.
• Inbound Call Management
  • Manages inbound calls as directed by program-approved FAQs.
  • Triages patients to internal or external resources as appropriate.
• Personalized Case Management
  • Provides personalized case management to patients and HCPs, including outbound communication to explain benefit coverage and next steps.
  • Leverages electronic tools to identify benefits and payer coverage; completes manual benefit investigations as needed.
  • Identifies and communicates patient plan benefit coverage, including the need for prior authorization, appeal, tier exception, or formulary exclusions.
  • Uses electronic resources to obtain benefit coverage outcomes and follows up with payers and HCPs as needed.
  • Coordinates nurse teach sessions with field-based nurse educators, as applicable.
  • Supports adherence services through coordination of nurse follow-up.
  • Identifies peer support resources for patients.
  • Coordinates product shipment through patient assistance or bridge programs from the PharmaCord pharmacy.
  • Proactively communicates needs for reverification of prior authorization or re-enrollment in patient assistance programs.
  • Reports adverse events, product complaints, special situation reports, and medical inquiries in accordance with SOPs and business rules.
  • Documents all activities within the PharmaCord Lynk system according to business requirements.
• Utilizes Valeris’ values as the driving force behind team success.
• Adheres to training deadlines for all corporate policies and procedures.
• Ensures consistent compliance with all SOPs.
• Performs additional tasks or projects as assigned.

Requirements

• Bachelor’s degree strongly preferred or equivalent experience required.
• Customer service and healthcare industry experience preferred but not required.
• Ability to work an 8.5-hour shift between 8 am to 9 pm, Monday to Friday.
• Bi-lingual skills in Spanish and English are a plus.
• Remote work eligibility subject to meeting all work-from-home criteria and based on business need.
• Detail-oriented with professional telephone etiquette.
• Self-awareness of emotions and their potential impact on others.
• Basic computer knowledge and ability to multitask effectively.
• Ability to recognize emotions and their effects.
• Confidence in self-worth and capabilities.
• Ability to manage disruptive impulses and maintain standards of honesty and integrity.
• Takes responsibility for performance.
• Adapts to change with flexibility and is innovative and open to new ideas.
• Achievement-driven with a constant striving to improve or meet standards of excellence.
• Aligns with the goals of the group or organization.
• Takes initiative and acts on opportunities.
• Optimistic and pursues goals persistently despite obstacles and setbacks.
• Service-oriented, anticipating, recognizing, and meeting the needs of others, including patients and care partners.
• Clear and concise communication with a positive attitude.

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 travel flexibility may be required.
• Operates in a professional office environment, routinely using standard office equipment such as computers, phones, and photocopiers.

Benefits

Full-time employees at Valeris receive 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 (minimum $50,000, maximum $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.
• A mission-driven, inclusive culture where work makes a meaningful impact.