Patient Engagement Specialist

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 9:30 AM - 6 PM ET shift is required for this role.Key Responsibilities:Build and maintain trusted relationships with patients by demonstrating proactive communication, delivering timely and accurate services, and showing a strong commitment to patient well-being.Ensure all interactions and relationship management practices comply with relevant healthcare laws and regulations.Demonstrate prior experience working with pharmacy benefit products and patients, or in immunology practices, to better understand patient needs and concerns.Conduct program welcome calls to patients, engaging them effectively and explaining available services and resources for their support.Utilize motivational interviewing techniques to actively involve patients in goal setting and achieving their healthcare objectives.Perform post Benefits Investigation calls to patients, clearly explaining coverage options to enhance patient understanding.Effectively handle all client inquiries that cannot be resolved through standard reporting processes.Address patient inquiries in accordance with applicable business rules, providing accurate and helpful information.Articulate complex reimbursement and billing information in a clear and concise manner to ensure patients comprehend their coverage benefits and financial responsibilities.Handle inbound calls as per the program-approved Frequently Asked Questions (FAQs).Exhibit excellent customer service skills, even in a fast-paced environment, and de-escalate any challenging situations in a professional and appropriate manner.Triage patients to appropriate internal or external resources, depending on their needs and requirements.Ensure proper documentation and recording of patient enrollment into the program, following established business rules.Provide patients with comprehensive information and education about products, including the course of treatment, insurance coverage benefits, anticipated out-of-pocket costs, potential financial assistance resources, and ongoing treatment support.Proactively manage assigned cases and tasks to maintain service levels and deliver excellent customer service to patients.Empower and inspire patients to take charge of their therapy plan as prescribed by their healthcare provider.Leverage electronic tools to identify benefits and payer coverage, conducting manual benefit investigations when necessary.Identify and communicate patients' plan benefit coverage, including any prior authorization, appeal, tier exception, or formulary exclusion requirements.Utilize electronic resources to obtain benefit coverage outcomes, and if needed, conduct outbound calls to payers and healthcare providers for follow-up.Support adherence services through the coordination of nurse follow-up, as applicable to the program.Identify and recommend peer support resources for patients to enhance their treatment experience.Coordinate the shipment of products through patient assistance programs and/or bridge programs from the PharmaCord pharmacy.Proactively communicate the need for re-verification of prior authorization or re-enrollment for patient assistance programs.Report adverse events, product complaints, special situation reports, and medical inquiries in accordance with established SOPs and Business Rules.Document all activities within the Lynk system to maintain accurate and up-to-date records, adhering to business requirements.Qualifications:Bachelor's degree strongly preferred or equivalent experience required; completion of a high school diploma or GED is requiredCustomer service and healthcare industry experience strongly preferredAbility to work an 8.5-hour shift between 8 am to 9 pm, Monday to Friday requiredBi-lingual in English and Spanish or Chinese/Mandarin is a plusCommitment to the mission of care coordinationPassionate, trustworthy, and empathetic when working with patients.Good communication and interpersonal skills and ability to speak concisely to patientsFlexible and adaptable in response to changing patient and healthcare providers’ needsProfessional telephone etiquetteSelf-awareness of your own emotions and the potential impact on othersBasic computer knowledgeAbility to multitask effectivelyAbility to recognize emotions and their effectsSureness about self-worth and capabilitiesManage disruptive impulsesMaintain standards of honesty and integrityTakes responsibility for performanceAdapts and handles change with flexibilityIs innovative and open to new ideasAchievement driven; constantly striving to improve or to meet a standard of excellenceAligns with the goals of the group or organizationReady to take initiative and act on opportunitiesBe optimistic and pursue goals persistently despite obstacles and setbacksBe service oriented and anticipate, recognize and meet the needs of others, including patients and care partnersPositive attitude!Physical Demands & Work EnvironmentWhile 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 costsAdditional health support, including telehealth and Employee Assistance Program (EAP) servicesCompany match on Health Savings Account contributionsFree Basic Life and AD&D coverage equal to your annual earnings, with a minimum of $50,000 and a maximum of $300,000Company-paid Short-Term Disability coverage, with the option to purchase Long-Term Disability401(k) Retirement Savings Plan with 100% match on the first 5% you contribute, with immediate vestingPaid Time Off (PTO) and Sick Leave to support work-life balanceTeam members receive nine paid holidays plus two floating holidaysOpportunities for advancement in a company that supports personal and professional growthA challenging, stimulating work environment that encourages new ideasWork for a company that values diversity and makes deliberate efforts to create an inclusive workplaceA mission-driven, inclusive culture where your work makes a meaningful impactAny 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 OpportunityAt 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. #J-18808-Ljbffr VALERIS