Team Lead

Valeris is a fully integrated life sciences commercialization partner that provides comprehensive solutions that span 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. Backed by proven industry expertise, a deep commitment to patient care, the latest technology, and exceptionally talented team members, Valeris provides the data and strategic insights, patient support services and healthcare provider engagement tools to help life sciences companies successfully commercialize new products. Valeris provides commercialization solutions to 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. To learn more about Valeris, please visit

Job Description

As a Team Lead on our Patient Services team, you'll have the opportunity to make a difference in the lives of our patients each day as they look to you as part of their dedicated support team for helping them navigate the tricky process to getting access to their complex medication. You will assist Supervisors and Program Managers by serving as a super user of program technology and a subject matter expert of the program business rules. With this in-depth knowledge of the program, you will be expected to provide assistance to team members who need help resolving problems and with side-by-side training. Collaborating with the program leadership, you will help maintain current SOPs and work instructions for the program. This role requires a high level of ownership, integrity and leadership and will put your problem-solving skills to the test!

You'll help the team compassionately deliver an exceptional experience to many patients per day always remembering that every prescription or document belongs to a real person who is looking for thorough and efficient management of their records. You'll adjust your approach to the team’s needs by communicating clearly, focusing on the accuracy of the details of their medical records and your mastery of the program requirements, and ensuring their prescriptions or cases are handled timely.

Key Responsibilities:

• Write and update work instructions for ongoing training needs
• Lynk Task Force
  • Identify and pull through enhancements
  • Identify and pull through system validations in effort to prevent Benefit Specialist/Case Manager errors
• Lead training for new hires – both classroom and side by side
• Assist with continued training for all team members
• Audit PowerBI and Lynk to ensure data accuracy
• Lead Insurance Navigation roll outs for companywide initiatives
• Assist program leadership as needed
• Perform Team Lead responsibilities in addition to their Case Manager/Benefit Specialist 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:

• Ideally the Team Lead will have experience working as a Case Manager
• Bachelor’s degree in arts and sciences, social work, public health administration or a related field strongly preferred
• Demonstrated superior communication skills (i.e. displayed professionalism in both written and verbal communication)
• Proven work experience as an informal leader within the group
• Organizational and time management skills (i.e. able to complete assigned tasks on-schedule without prompting)
• Able to prioritize tasks to work the most urgent first
• 3 years’ customer service, payer benefits (reimbursement, prior authorization, etc.), healthcare industry experience is preferred
• Ability to work any 8.5-hour shift between 8 am to 8 pm, Monday to Friday required – it is required in this position that the Team Lead can work any shift as needed
• Bi-lingual in English and Spanish or Chinese/Mandarin is a plus
• This is an office-based position, the ability to sit for extended periods of time is necessary
• 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
• Ability to plan and prioritize tasks and strong attention to detail
• Proficient emotional intelligence (ability to recognize emotions and their effects)
• Ability 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
• Ability to work effectively within a team
• A positive attitude!

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.

Why Work for Valeris?

We’re committed to supporting the well-being and success of our team members. As part of our organization, full-time employees can expect:

• 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 your annual earnings, with a minimum of $50,000 and a maximum of $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% you contribute, with immediate vesting

• Paid Time Off (PTO) and Sick Leave to support work-life balance

• Team members receive 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 makes deliberate efforts to create an inclusive workplace

• A mission-driven, inclusive culture where your work makes a meaningful impact

Any offer of employment is contingent upon the successful completion of a background check and, depending on the position, a drug screen in accordance with company standards. Please note that this job description is not intended to be an exhaustive list of all duties, responsibilities, or activities associated with the position. Responsibilities and tasks may be modified at any time, with or without notice.

Our Commitment to Equal Opportunity

At Valeris, we don’t just accept difference – we celebrate it, support it and we thrive on it for the benefit of our employees, our products and our community. Valeris is proud to be an equal opportunity employer.