Patient Engagement Specialist

Valeris•Remote, Indiana, NV

10d

About The Position

The Patient Engagement Specialist builds trusted relationships with patients and supports them in accessing, understanding, and adhering to prescribed therapies. The role conducts program welcome calls, answers patient inquiries, explains benefits, reimbursement and billing information, and provides education about treatment, insurance coverage, anticipated out-of-pocket costs, financial assistance, and ongoing support. Specialists manage patient cases and tasks, document enrollment and other activities in the Lynk system, identify benefit and payer coverage using electronic tools or manual investigations, and coordinate services such as nurse follow-up, peer support, and product shipments through patient assistance or bridge programs. The position requires a 9:30 AM–6 PM ET shift and operates in a professional office environment using standard office equipment. The role involves an 8.5-hour shift scheduled between 8 AM and 9 PM, Monday through Friday. Flexibility to travel as needed is preferred, though travel is described as very minimal.

Requirements

High school diploma or GED required.
Bachelor's degree strongly preferred, or equivalent experience required.
Ability to work an 8.5-hour shift between 8 AM and 9 PM, Monday through Friday.
Commitment to the mission of care coordination.
Passionate, trustworthy, and empathetic approach when working with patients.
Good communication and interpersonal skills, including the ability to speak concisely to patients.
Flexible and adaptable 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 honesty and integrity.
Take responsibility for performance; adapt to change; show initiative, innovation, and openness to new ideas.
Achievement-driven, persistent in pursuing goals, aligned with organizational goals, and service-oriented toward patients and care partners.
Ability to talk and hear regularly; sit for long periods; use hands to type, handle, or feel; and reach with hands and arms.
Position requires background check and, depending on the role, a drug screen in accordance with company standards.

Nice To Haves

Customer service and healthcare industry experience.
Experience working with pharmacy benefit products and patients, or in immunology practices.
Fluency in English and Spanish or Chinese/Mandarin.
Typing speed of at least 35 words per minute with 97% accuracy.
Flexibility to travel as needed; travel is expected to be very minimal.

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 relevant healthcare laws and regulations.
Conduct program welcome calls and explain available services and resources.
Use motivational interviewing to involve patients in setting and achieving healthcare goals.
Make post-Benefits Investigation calls and explain coverage options.
Handle client inquiries that cannot be resolved through standard reporting processes.
Respond to patient inquiries in accordance with applicable business rules.
Explain reimbursement and billing information clearly, including coverage benefits and financial responsibilities.
Handle inbound calls using program-approved FAQs and de-escalate challenging situations professionally.
Triage patients to appropriate internal or external resources.
Document patient enrollment and other activities according to established business rules and requirements, including in the Lynk system.
Educate patients about products, treatment courses, insurance benefits, anticipated out-of-pocket costs, financial assistance resources, and ongoing treatment support.
Manage assigned cases and tasks proactively to maintain service levels and provide excellent customer service.
Encourage patients to take charge of therapy plans prescribed by their healthcare providers.
Use electronic tools to identify benefits and payer coverage and conduct manual benefit investigations when needed.
Identify and communicate coverage details and requirements, including prior authorizations, appeals, tier exceptions, and formulary exclusions.
Obtain benefit coverage outcomes using electronic resources and follow up with payers and healthcare providers by phone when needed.
Coordinate nurse follow-up to support adherence services, as applicable to the program.
Identify and recommend peer support resources for patients.
Coordinate product shipments through patient assistance programs and/or 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.

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 and 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 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.