Patient Engagement Specialist

Valeris•Remote, Indiana, IN

1d•Onsite

About The Position

The Patient Engagement Specialist builds trusted relationships with patients and supports access to and adherence to prescribed therapies. The role conducts program welcome calls, explains services and coverage options, answers patient and client inquiries, and provides clear information about reimbursement, billing, treatment, insurance benefits, expected out-of-pocket costs, and financial assistance resources. The specialist uses motivational interviewing to help patients set and pursue healthcare goals, manages assigned cases and tasks, and connects patients with appropriate internal or external resources, including nurse follow-up and peer support when applicable. The position also involves identifying payer benefits and coverage requirements through electronic tools and, when needed, manual investigations and follow-up calls to payers and healthcare providers. The specialist coordinates product shipments through patient assistance or bridge programs, communicates re-verification and re-enrollment needs, and reports adverse events, product complaints, special situation reports, and medical inquiries according to established procedures. All patient interactions and activities must be documented accurately in the Lynk system and handled in accordance with applicable laws, regulations, business rules, and program procedures. This role requires the 9:30 AM–6:00 PM ET shift. The broader scheduling requirement is an 8.5-hour shift between 8:00 AM and 9:00 PM, Monday through Friday. The job is performed in a professional office environment and routinely uses standard office equipment. Employees regularly talk or hear and frequently sit for extended periods, type, handle or feel objects, and reach with their hands and arms. Minimal travel flexibility is preferred.

Requirements

High school diploma or GED required.
Ability to work an 8.5-hour shift between 8:00 AM and 9:00 PM, Monday through Friday; the role requires the 9:30 AM–6:00 PM ET shift.
Passion for and commitment to care coordination.
Empathetic, trustworthy, and passionate approach when working with patients.
Good communication and interpersonal skills, including the ability to speak concisely with patients.
Flexibility and adaptability in response to changing patient and healthcare-provider needs.
Professional telephone etiquette.
Basic computer knowledge and ability to multitask effectively.
Ability to recognize emotions and their effects, manage disruptive impulses, and maintain self-awareness.
Honesty, integrity, and accountability for performance.
Ability to adapt to change, take initiative, and remain open to new ideas.
Achievement-driven approach and willingness to pursue standards of excellence.
Ability to align with organizational goals and pursue goals persistently despite obstacles.
Service-oriented approach that anticipates, recognizes, and meets the needs of patients and care partners.
Regular ability to talk or hear; frequent ability to sit for long periods, type, handle or feel objects, and reach with hands and arms.

Nice To Haves

Bachelor's degree, or equivalent experience.
Customer service and healthcare industry experience.
Experience working with pharmacy benefit products and patients or in immunology practices.
Bilingual in English and Spanish or Chinese/Mandarin.
Ability to type at least 35 words per minute with 97% accuracy.
Flexibility to travel as needed.

Responsibilities

Build and maintain trusted patient relationships through proactive communication, timely and accurate service, and commitment to patient well-being.
Ensure patient interactions and relationship management comply with applicable healthcare laws and regulations.
Conduct program welcome calls and explain available patient services and resources.
Use motivational interviewing to involve patients in setting and achieving healthcare goals.
Conduct post-Benefits Investigation calls and explain coverage options.
Handle client inquiries that cannot be resolved through standard reporting processes.
Respond to patient inquiries accurately and in accordance with applicable business rules and program-approved FAQs.
Explain reimbursement, billing, coverage benefits, and financial responsibilities clearly to patients.
Provide excellent customer service in a fast-paced environment and professionally de-escalate challenging situations.
Triage patients to appropriate internal or external resources.
Document patient enrollment accurately and according to established business rules.
Educate patients about products, treatment courses, insurance coverage, anticipated out-of-pocket costs, financial assistance resources, and ongoing treatment support.
Proactively manage assigned cases and tasks to maintain service levels and provide excellent patient service.
Empower patients to manage their therapy plans as prescribed by their healthcare providers.
Use electronic tools to identify benefits and payer coverage, conducting manual benefit investigations when needed.
Identify and communicate coverage requirements, including prior authorization, appeals, tier exceptions, and formulary exclusions.
Obtain benefit coverage outcomes through electronic resources and conduct outbound follow-up calls to payers and healthcare providers when needed.
Coordinate nurse follow-up to support adherence services when applicable.
Identify and recommend peer support resources for patients.
Coordinate product shipments through patient assistance and bridge programs from the PharmaCord pharmacy.
Communicate when prior authorization re-verification or patient assistance program re-enrollment is needed.
Report adverse events, product complaints, special situation reports, and medical inquiries according to SOPs and business rules.
Record all activities in the Lynk system and maintain accurate, current records.

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, subject to a $50,000 minimum and $300,000 maximum.
Company-paid short-term disability coverage, with the option to purchase long-term disability.
401(k) plan with a 100% match on the first 5% contributed and immediate vesting.
Paid time off 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 deliberate efforts to create a diverse workplace.