Patient Assistance Care Coordinator

About the role

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. Valeris works on behalf of life sciences companies to improve the patient experience so that patients can access and adhere to critical medications.

Responsibilities

• Answer high-volume inbound call inquiries from patients, care team, and healthcare providers regarding patient assistance program eligibility criteria, patient specific enrollment status, or refill related requests for already enrolled patients.
• Timely processing of Patient Assistance enrollment applications: Review of patient assistance enrollment forms and any supporting documentation to assess patient eligibility for participation as per SOPs and program guidelines.
• Determination of patient’s eligibility based upon program criteria for qualification. This may include some form of insurance benefits verification to determine eligibility for assistance.
• Actively listen to each customer, assess needs, and respond with demonstrated patience and courtesy.
• Review and identification of information that is missing and/or incorrect within program service requests/program applications.
• Reporting of Adverse Events/Product Complaint inquiries received in accordance with SOP and good manufacturer practices.
• Provides timely feedback to the company regarding service failures or customer concerns.
• Effectively uses our internal technology platform, Lynk, to complete claims processing and keep workflows moving.
• Patient Assistance Care Coordinators are expected to be patient focused and committed to providing the highest quality customer service all while maintaining a sense of compliance and commitment to abiding by company policies and procedures.
• Team members are expected to meet all call quality metrics, as well as maintain expected levels of call handling and processing metrics. This is a fast-paced, patient focused role.
• Utilize Valeris’ values as the driving force behind the team’s success.
• On time adherence to training deadlines for all corporate policies and procedures.
• Ensure all SOPs are followed with consistency.
• Perform additional tasks or projects as assigned.

Qualifications

• The candidate must possess the following personal attributes:
• Service minded; focus on recognizing and meeting the needs of others (especially patients and care partners)
• Ability to handle personal health information with confidentiality
• Commitment to honesty and integrity
• Professionalism and a strong sense of proper business and customer service etiquette
• Clear verbal and written communication skills
• Accountability for results
• Able to plan and prioritize tasks and strong attention to detail
• Proficient emotional intelligence (ability to recognize emotions and their effects)
• Able to manage disruptive impulses and handle potentially stressful customer interactions
• Proficient computer skills
• Adaptability to change
• Personal initiative and commitment to team and organizational goals
• Able to work effectively within a team
• A positive attitude!
• Associate’s or Bachelor's degree strongly preferred or equivalent experience required; completion of a high school diploma or GED is required
• 6 months customer service experience, payer benefits experience (reimbursement, prior authorization, etc.), healthcare industry experience or healthcare related certification, license, or equivalent coursework is strongly preferred

Physical Demands & Work Environment

• While performing the duties of this job, the employee is regularly required to talk or hear.
• The employee is frequently required to sit for long periods of time, use hands to type, handle or feel; and reach with hands and arms.
• Prefer candidates who can type at least 35 words per minute with 97% accuracy.
• Although very minimal, flexibility to travel as needed is preferred.
• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, etc.