Specialty Pharmacy Liason

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, ensuring every patient gets the care they need. Valeris works on behalf of life sciences companies to improve the patient experience, helping patients 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

As a Specialty Pharmacy Account Liaison on our Patient Services team, you'll make a difference in the lives of patients by serving as their dedicated support, helping them navigate the process of accessing complex medications. You will act as the central point of contact for specialty pharmacies, ensuring timely and accurate information transfer, following up on referral statuses, and resolving escalated issues. This role requires high ownership, attention to detail, and a strong patient focus, putting your problem-solving skills to the test. You will compassionately deliver an exceptional experience to patients daily, adjusting your approach to meet their needs while ensuring accuracy and timeliness in handling prescriptions and medical records.

Responsibilities

• Build trusted relationships with specialty pharmacies, patients, prescribers, and client stakeholders through proactive communication, timely execution of deliverables, and a relentless passion for helping patients.
• Manage all relationships in compliance with healthcare laws and regulations.
• Perform post-Benefits Investigation calls to payors, patients, or physicians to explain coverage options.
• Manage client inquiries that cannot be resolved through reporting.
• Handle HCP inquiries pursuant to business rules.
• Manage inbound calls from specialty pharmacy contacts and triage patients to appropriate internal or external resources.
• Leverage electronic tools to identify benefits and payer coverage; complete manual benefit investigations as needed.
• Communicate patient plan benefit coverage, including prior authorization, appeal, tier exception, and formulary exclusions.
• Use electronic resources to obtain benefit coverage and follow up with payers and specialty pharmacies on submission status or outcomes.
• Coordinate nurse teach sessions with field-based nurse educators, as applicable to the program.
• Support adherence services through coordination of nurse follow-up.
• Identify peer support resources for patients.
• Track and follow up on product shipments through patient assistance or bridge programs from the Valeris pharmacy.
• Proactively communicate needs for reverification of prior authorization or re-enrollment in patient assistance programs.
• Report adverse events, product complaints, special situation reports, and medical inquiries in accordance with SOPs and business rules.
• Document all activities within the Valeris Lynk system according to business requirements.
• Adhere to Valeris’ values as the driving force behind the team’s success.
• Meet training deadlines for all corporate policies and procedures.
• Consistently follow all SOPs.
• Perform additional tasks or projects as assigned.

Requirements

• Ideally, experience working with specialty pharmacies.
• Bachelor’s degree in arts and sciences, social work, public health administration, or a related field strongly preferred; equivalent experience required. Completion of a high school diploma or GED is mandatory.
• Three years of customer service, payer benefits (reimbursement, prior authorization, etc.), or healthcare industry experience is preferred.
• Ability to work any 8.5-hour shift between 8 am to 9 pm, Monday to Friday.
• Bilingual in English and Spanish is a plus.
• 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.
• Manage disruptive impulses and maintain standards of honesty and integrity.
• Take responsibility for performance.
• Adapt to change with flexibility and remain innovative and open to new ideas.
• Achievement-driven, constantly striving to improve or meet standards of excellence.
• Align with the goals of the group or organization.
• Take initiative and act on opportunities.
• Be optimistic and pursue goals persistently despite obstacles.
• Service-oriented, 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.
• Flexibility to travel as needed, though minimal.
• Operates in a professional office environment, routinely using standard office equipment such as computers, phones, and photocopiers.

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.
• Work for a company that values diversity and fosters an inclusive workplace.
• A mission-driven, inclusive culture where your work makes a meaningful impact.

Schedule

This role requires the ability to work any 8.5-hour shift between 8 am to 9 pm, Monday to Friday.