Patient Experience Center Specialist

Mercalis•Morrisville, NC

About The Position

Valeris is a fully integrated life sciences commercialization partner that provides comprehensive solutions that span the entire healthcare value chain. Formed by the merger of PharmaCord and Mercalis, Valeris™ revolutionizes the path from life sciences innovation to real-life impact to build a world in which every patient gets the care they need. Valeris works on behalf of life sciences companies to improve the patient experience so that patients can access and adhere to critical medications. Backed by proven industry expertise, a deep commitment to patient care, the latest technology, and exceptionally talented team members, Valeris provides the data and strategic insights, patient support services and healthcare provider engagement tools to help life sciences companies successfully commercialize new products. Valeris provides commercialization solutions to more than 500 life sciences customers and has provided access and affordability support to millions of patients. The company is headquartered in Morrisville, North Carolina and Jeffersonville, Indiana. To learn more about Valeris, please visit www.valeris.com. The Patient Experience Specialist interacts with customers (e.g., patients, pharmacists, physicians.) by telephone, using the necessary online systems and/or portals to provide accurate information regarding patient copay accounts for pharmaceutical Clients. The PES is responsible for answering phone calls to assist with copay card/program activations, explaining medical and pharmacy claims information, explaining insurance information provided in the patient’s Explanation of Benefits, troubleshooting and resolving rejected claims, and accurately filing AE/MI/PCs.

Requirements

High School Diploma or proof of completion of a GED program.
A minimum of 6 months previous call center experience preferred.
Must have basic computer skills and be competent in Microsoft products
Exceptional customer service skills (active listening, asking effective questions, building rapport with callers, expressing empathy, and using a supportive tone of voice).
Ability to type 30 WPM and carry on a conversation at the same time.
Experience in an environment where confidentiality of information is required.

Nice To Haves

Prefer candidates who can type at least 35 words per minute with 97% accuracy.
Although very minimal, flexibility to travel as needed is preferred.

Responsibilities

Provide all callers with excellent customer service achieving quality outcomes and with a goal of “one call resolution”.
Support pharmaceutical companies using available system platfoms to gather and data-enter information from patients, providers, or pharmacies to assist with copay card activation, troubleshoot and provide resolution for pharmacy rejections, account updates per the established program process, and identify and report pharmacovigilance information as required by client(s).
As a program’s “eyes and ears”, maintain open lines of communication with your leadership and share awareness regarding patient status, prescriber feedback/satisfaction and program effectiveness
Follow program guidelines and escalate complex cases according to program policy and procedures
Explain business rules to caller and follow all established guidelines for the copay programs.
Notate all calls in all applicable computer systems used to maintain patient data (e.g., Rapid Rebate, QuickPath, Sherlock, ServiceNow, etc.).
Identify and report internally and externally pharmacovigilance information as required by client(s) (i.e., Adverse Events, Medical Inquiries, Product Complaints).
Achieve Key Performance Indicators (KPIs) (i.e. adherence, attendance, quality, etc.)
Maintains a high level of ethical conduct regarding confidentiality and privacy
Utilize Valeris’ values as the driving force behind the team’s success
On time adherence to training deadlines for all corporate policies and procedures
Ensure all SOPs are followed with consistency
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
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