Team Lead - Hub

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. The company works on behalf of life sciences companies to improve the patient experience, helping patients access and adhere to critical medications through data, strategic insights, patient support services, and healthcare provider engagement tools. Valeris serves over 500 life sciences customers and has supported millions of patients with access and affordability solutions. Headquartered in Morrisville, North Carolina, and Jeffersonville, Indiana, Valeris combines proven industry expertise, advanced technology, and a deep commitment to patient care.

About the role

As a Team Lead on the Patient Services team, you will make a direct impact on patients' lives by guiding them through the complex process of accessing their medications. You will serve as a super user of program technology and a subject matter expert on program business rules, assisting Supervisors and Program Managers. Your role involves supporting team members with problem resolution, side-by-side training, and collaborating with program leadership to maintain current SOPs and work instructions. This position demands high ownership, integrity, leadership, and problem-solving skills, ensuring compassionate and efficient management of patient records.

Responsibilities

• Write and update work instructions for ongoing training needs
• Lead Lynk Task Force initiatives
• Identify and implement enhancements and system validations to prevent errors by Benefit Specialists/Case Managers
• Lead training for new hires, including classroom and side-by-side sessions
• Assist with continued training for all team members
• Audit PowerBI and Lynk to ensure data accuracy
• Lead Insurance Navigation rollouts for companywide initiatives
• Support program leadership as needed
• Perform Team Lead responsibilities in addition to your SPL role
• Uphold Valeris’ values as the driving force behind the team’s success
• Adhere to training deadlines for all corporate policies and procedures
• Ensure consistent adherence to all SOPs
• Perform additional tasks or projects as assigned

Requirements

• Ideally, experience working as a Case Manager and/or SPL
• Bachelor’s degree in arts and sciences, social work, public health administration, or a related field strongly preferred
• Demonstrated superior communication skills (professionalism in written and verbal communication)
• Proven experience as an informal leader within a group
• Strong organizational and time management skills (ability to complete tasks on schedule without prompting)
• Ability to prioritize urgent tasks effectively
• Performance aligned with Valeris core values (problem-solving, high accuracy, quality scores, customer service, dependability, respect for teammates)
• No written warnings for performance or attendance
• 3+ years of customer service, payer benefits (reimbursement, prior authorization), or healthcare industry experience preferred
• Ability to work any 8.5-hour shift between 8 am to 9 pm, Monday to Friday
• Bilingual in English and Spanish or Chinese/Mandarin is a plus
• Office-based position requiring the ability to sit for extended periods
• Service-minded with a 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
• Strong sense of professionalism and customer service etiquette
• Clear verbal and written communication skills
• Accountability for results
• Strong planning, prioritization, and attention to detail
• Proficient emotional intelligence (ability to recognize emotions and manage stressful interactions)
• Adaptability to change
• Personal initiative and commitment to team and organizational goals
• Ability to work effectively within a team
• 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 may be required
• Operates in a professional office environment 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
• 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 (immediate vesting)
• Paid Time Off (PTO) and Sick Leave
• Nine paid holidays plus two floating holidays
• Opportunities for advancement and professional growth
• Challenging, stimulating work environment that encourages new ideas
• Mission-driven, inclusive culture with a focus on diversity and meaningful impact