Care Coordinator

Valeris • Jeffersonville, IN

4d • Onsite

About The Position

The Care Coordinator supports patient assistance programs by responding to inquiries from patients, care teams, and healthcare providers, and by processing enrollment applications and related requests. The role involves reviewing applications and supporting documentation against program guidelines, determining eligibility, and, when needed, verifying insurance benefits. Coordinators identify missing or incorrect information and respond to customer needs with patience and courtesy while protecting personal health information and following company policies, procedures, and SOPs.

This is a fast-paced, patient-focused, office-based role. Coordinators use Valeris’ internal Lynk platform to process claims and keep workflows moving, meet call quality and handling and processing metrics, report adverse events and product complaints in accordance with SOPs, and provide feedback about service failures or customer concerns. Team members are expected to complete required training on time, work effectively with the team, and take on additional tasks or projects as assigned. Minimal travel may be needed.

Requirements

• High school diploma or GED required.
• Associate’s or bachelor’s degree strongly preferred, or equivalent experience required.
• Strong customer service orientation, especially toward patients and care partners.
• Ability to handle personal health information confidentially.
• Honesty, integrity, professionalism, and appropriate business and customer service etiquette.
• Clear verbal and written communication skills.
• Accountability for results, ability to plan and prioritize, and strong attention to detail.
• Emotional intelligence, including recognizing emotions and their effects; ability to manage impulses and handle potentially stressful customer interactions.
• Proficient computer skills and adaptability to change.
• Personal initiative, commitment to team and organizational goals, and ability to work effectively within a team.
• Ability to sit for extended periods in an office-based role.
• Regular ability to talk and hear; frequent sitting for long periods, typing, handling or feeling objects, and reaching with hands and arms.

Nice To Haves

• Six months of customer service experience, payer benefits experience (such as reimbursement or prior authorization), healthcare industry experience, or a healthcare-related certification, license, or equivalent coursework.
• Ability to type at least 35 words per minute with 97% accuracy.
• Flexibility to travel as needed, although travel is expected to be minimal.

Responsibilities

• Answer high-volume inbound calls from patients, care teams, and healthcare providers about program eligibility, enrollment status, and refill requests for enrolled patients.
• Review patient assistance enrollment forms and supporting documents for eligibility according to SOPs and program guidelines.
• Determine patient eligibility based on program criteria, including insurance benefits verification when needed.
• Listen to customers, assess their needs, and respond with patience and courtesy.
• Identify missing or incorrect information in program service requests and applications.
• Report adverse events and product complaints in accordance with SOPs and good manufacturer practices.
• Provide timely feedback to the company about service failures and customer concerns.
• Use the Lynk internal technology platform to process claims and maintain workflow.
• Meet call quality, call handling, and processing metrics while following company policies and procedures.
• Complete training on corporate policies and procedures by required deadlines and follow SOPs consistently.
• Use Valeris’ values to support team success and perform additional assigned tasks or projects.

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, with a minimum of $50,000 and 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% contributed and immediate vesting.
• Paid Time Off (PTO) and sick leave.
• Nine paid holidays and two floating holidays.
• Opportunities for advancement and personal and professional growth.
• A challenging, stimulating work environment that encourages new ideas.
• Inclusive, mission-driven culture and efforts to create an inclusive workplace.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED