Care Coordinator

Valeris • Remote, Indiana, IN

13d

About The Position

Valeris is a life sciences commercialization partner formed through the merger of PharmaCord and Mercalis. It provides patient support services, healthcare provider engagement tools, data, and strategic insights to help life sciences companies commercialize products and help patients access and adhere to critical medications. The company serves more than 500 life sciences customers and is headquartered in Morrisville, North Carolina, and Jeffersonville, Indiana.

The Care Coordinator owns patient cases from initiation through closure. The role includes benefit investigations, prior authorizations and denial appeals, evaluating eligibility for financial assistance programs, and helping patients and other callers resolve issues through email, inbound and outbound calls, and Valeris’ Lynk technology. It calls for patient focus, attention to detail, ownership, critical thinking, and knowledge of program and industry rules and standards.

The role requires an 8.5-hour shift scheduled between 8 a.m. and 9 p.m., Monday through Friday. Remote work may be available if work-from-home criteria are met and business needs permit. The position operates in a professional office environment and uses standard office equipment. Minimal travel may be needed.

Requirements

• Detail-oriented, with professional telephone etiquette and clear, concise communication.
• Basic computer knowledge and the ability to multitask effectively.
• Ability to manage emotions and disruptive impulses, maintain honesty and integrity, take responsibility for performance, and adapt flexibly to change.
• Innovative and open to new ideas; achievement-driven and committed to meeting standards of excellence.
• Ability to align with organizational goals, take initiative, and pursue goals persistently despite obstacles or setbacks.
• Service-oriented approach, including anticipating, recognizing, and meeting the needs of patients and care partners.
• Ability to work an 8.5-hour shift between 8 a.m. and 9 p.m., Monday through Friday.
• Bachelor’s degree strongly preferred or equivalent experience required.
• Remote work eligibility depends on meeting all work-from-home criteria and business need.
• Physical ability to talk or hear regularly; sit for long periods; use hands to type, handle, or feel; and reach with hands and arms.

Nice To Haves

• Customer service experience.
• Healthcare industry experience.
• Bilingual Spanish and English skills.
• Ability to type at least 35 words per minute with 97% accuracy.
• Flexibility to travel as needed.

Responsibilities

• Build trusted relationships with patients, prescribers, and client stakeholders through proactive communication and timely, accurate work, while adhering to healthcare laws and regulations.
• Make program welcome calls and post-benefit-investigation calls to patients and physicians to explain coverage options.
• Manage client inquiries that cannot be resolved by the client through reporting, and handle healthcare provider inquiries as applicable under program rules.
• Manage inbound calls according to program-approved FAQs and direct patients to internal or external resources as appropriate.
• Provide personalized case management to patients and healthcare providers, including communicating coverage and next steps.
• Use electronic tools and, when necessary, manual processes and calls to investigate benefits and payer coverage.
• Identify and communicate plan coverage, including prior authorization, appeal, tier exception, and formulary-exclusion requirements.
• Follow up with payers and healthcare providers on proper submissions and coverage outcomes when needed.
• Coordinate nurse education appointments and nurse follow-up for adherence services when applicable to the program.
• Identify peer-support resources for patients.
• Coordinate product shipments through patient assistance or bridge programs from the PharmaCord pharmacy.
• Communicate proactively about prior authorization reverification or patient assistance program reenrollment needs.
• Report adverse events, product complaints, special situation reports, and medical inquiries in accordance with SOPs and business rules.
• Document all activities in the PharmaCord Lynk system according to business requirements.
• Apply Valeris’ values to support team success and meet training deadlines for corporate policies and procedures.
• Follow SOPs consistently and perform additional tasks or projects as assigned.

Benefits

• Medical, dental, and vision plans, including HSA- and FSA-eligible options, with Valeris contributing toward premium costs.
• Telehealth and Employee Assistance Program 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) plan with 100% match on the first 5% contributed, with immediate vesting.
• Paid Time Off and Sick Leave.
• Nine paid holidays plus 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 a diverse workplace.

What This Job Offers

• Job Type: Full-time