Care Coordinator

When you join the team as the Care Coordinator, 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 of getting access to their complex medication. You'll compassionately deliver an exceptional experience to many patients per day, always remembering that every prescription or document belongs to a real person who needs thorough and efficient management of their records. You'll adjust your approach to their 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 on time. This role may be eligible for a hybrid schedule after 6 months (or sooner once proficiency in role is demonstrated). Key Responsibilities Relationship Management Build trusted relationships with patients, prescribers, client stakeholders through proactive communication, timely and accurate execution of deliverables and demonstrated relentless passion for helping patients. Manage all relationships in a manner that adheres to healthcare laws and regulations. Communications Perform program welcome calls to patients. Perform post Benefits Investigation calls to patients and physicians explaining coverage options. Manage all client inquiries not resolved by client through reporting. Manage HCP inquiries, as applicable, pursuant to business rules. Inbound Call Management Manage inbound calls as directed by the program‑approved FAQs. Triage patients to internal or external resources as appropriate. Personalized Case Management Provide personalized case management to patients and HCPs, including outbound communication to patients and HCPS to communicate benefit coverage and next steps in obtaining coverage. Leverage electronic tools to identify benefits and payer coverage; complete manual benefit investigations as needed. Identify and communicate patient’s plan benefit coverage, including the need for prior authorization, appeal, tier exception, and/or formulary exclusions. Use electronic resources to obtain benefit coverage outcome and, if needed, outbound call to payers and HCPS to follow up on proper submission and/or outcome. Coordinate nurse teachings with field‑based nurse educators, as applicable to program. Support adherence services through coordination of nurse follow‑up, as applicable to program. Identify peer support resources for patients. Coordinate shipment of product through patient assistance program and/or bridge program from the Valeris pharmacy. Proactively communicate needs for reverification of prior authorization or re‑enrollment for patient assistance program. Report adverse events, product complaints, special situation reports and/or medical inquiries received in accordance with SOPs and the Business Rules. Document all activities within the Valeris Lynk system in accordance with business requirements. Ensure all SOPs are followed with consistency. Utilize Valeris' values as the driving force behind the team's success. Adhere to training deadlines for all corporate policies and procedures. Perform additional tasks or projects as assigned. Qualifications Bachelor’s degree strongly preferred. Customer service and healthcare industry experience preferred but not required. Must be able to work an 8.5‑hour shift between 8 am to 9 pm, Monday to Friday. Bi‑lingual in English and Spanish or Chinese/Mandarin is a plus. Must be able to sit for extended periods of time; must not require mandatory travel. Must be willing to travel minimally as needed. Physical Demands & Work Environment Must talk or hear regularly; must sit for long periods of time; must use hands to type, handle or feel, and must reach with hands and arms. Must type at least 35 words per minute with 97% accuracy. Must travel minimally as needed. Must operate in a professional office environment using standard office equipment such as computers, phones, photocopiers, etc. 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 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. Must work for a company that values diversity and promotes an inclusive workplace. A mission‑driven, inclusive culture where your work makes a meaningful impact. Equal‑Opportunity Mandate At Valeris, we don’t just accept differences – we celebrate them, support them, and thrive on them for the benefit of our employees, our products and our community. Valeris is proud to be an equal‑opportunity employer. #J-18808-Ljbffr