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 build a world where every patient receives the care they need.

Responsibilities

• Relationship Management: Builds trusted relationships with patients, prescribers, and client stakeholders through proactive communication, timely execution of deliverables, and demonstrating a relentless passion for helping patients.
• Communications: Performs program welcome calls to patients, conducts post-Benefit Investigation calls to explain coverage options, manages client inquiries, and handles HCP inquiries.
• Inbound Call Management: Manages inbound calls according to approved FAQs, trims patients to internal or external resources as necessary.
• Personalized Case Management: Provides personalized case management to patients and HCPs, including outbound communication, identifying and communicating patient's plan benefit coverage, and coordinating shipment of product through patient assistance programs.
• Adherence Services: Supports adherence services through coordination of nurse follow-up, identifies peer support resources for patients, and coordinates shipment of product through patient assistance program and/or bridge program from the PharmaCord pharmacy.
• Reporting: Proactively communicates needs for reauthorization of prior authorizations or re-enrollment for patient assistance programs, reports adverse events, product complaints, and special situation reports, and documents all activities within the PharmaCord Lynk system.

Qualifications

• Detail-oriented, professional telephone etiquette, multitasking ability, ability to recognize emotions and their effects, sureness about self-worth and capabilities, managing disruptive impulses, maintaining standards of honesty and integrity, taking responsibility for performance, adapting and handling change with flexibility, being innovative and open to new ideas, achievement-driven, constantly striving to improve or meet a standard of excellence, aligning with the goals of the group or organization, ready to take initiative and act on opportunities, being optimistic and pursuing goals persistently despite obstacles and setbacks, being service-oriented and anticipating, recognizing, and meeting needs of others, including patients and care partners, clear and concise communication, positive attitude.
• Bachelor’s degree strongly preferred or equivalent experience required, customer service and healthcare industry experience is preferred but not required, ability to work an 8.5-hour shift between 8 am to 9 pm, Monday to Friday required, bi-lingual skills in Spanish and English are a plus, remote work eligibility is subject to all work from home criteria met and based on business need.

Physical Demands & Work Environment

• Sit for long periods of time, use hands to type, handle or feel, reach with hands and arms, talk or hear, operate standard office equipment such as computers, phones, photocopiers, etc., flexibility to travel as needed.