ACCESS LIAISON

Mercalis

1d•Onsite

About The Position

When you join the team as the Access Liaison, you'll have the opportunity to make a difference in the lives of our patients each day as support the dedicated Navigator team, helping them navigate the tricky process to 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 is looking for thorough and efficient management of their records. You'll adjust your approach to their needs by communicating clearly to payers and internal teammates, 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. A typical day in this role will include providing in-depth knowledge of our client programs by working directly with insurance companies, specialty pharmacies, and internal teammates to answer inquiries, process service requests, assess benefits coverage, and manage through barriers, in a compliant manner, that stand in the way of patients and their access to therapy. The Access Liaison works in a dynamic and compassionate support role, providing telephonic and web-based, where applicable expert coordination and support.

Requirements

Completion of a high school diploma or GED is required
6 months customer service experience, payer benefits experience (reimbursement, prior authorization, etc.), healthcare industry experience or healthcare related certification, license, or equivalent coursework is strongly preferred
This is an office-based position, the ability to sit for extended periods of time is necessary
Candidates must meet the internet speed criteria, sign equipment use agreement, work from home agreement, and maintain satisfactory performance standards to be eligible for a remote work opportunity within this role.

Nice To Haves

Associate’s or Bachelor's degree strongly preferred or equivalent experience required
Although very minimal, flexibility to travel as needed is preferred
Prefer candidates who can type at least 35 words per minute with 97% accuracy.

Responsibilities

Complete verification of insurance coverage and benefits through online tools and outbound phone calls to insurance companies, at times in cooperation with the patient, to obtain benefit and coverage information to support their journey to access.
Work to resolve access journey roadblocks by verifying information, correcting workflow errors, and ensuring appropriate progression of cases through the workflow.
Actively listen to each stakeholder, assess needs, and respond with demonstrated patience and courtesy.
Review and identify information that is missing and/or incorrect within program service requests/program applications.
Reporting of Adverse Events/ Product Complaint inquiries received in accordance with SOP and good manufacturer practices.
Provide timely feedback to the company regarding service failures or customer concerns
Effectively use our internal and client technology platforms to complete enrollment, benefit verification, and triage processing to keep workflows moving.
Access Liaisons are expected to be patient-focused and committed to providing the highest quality customer service all while maintaining a sense of compliance and commitment to abiding by company policies and procedures.
Access Liaisons are expected to meet all call quality metrics, as well as maintain expected levels of call handling and processing metrics. This is a fast-paced, patient-focused role.

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
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