Patient Journey Lead - RN

Valeris•Remote, North Carolina, NC

About The Position

The Patient Journey Lead-RN is responsible for daily support of the program team across people, processes, and systems. The role requires a strong understanding of data, process improvement, and the operations of HUB and Patient Assistance Programs. The lead monitors patient journeys, supports stakeholders as an advocate and navigator, identifies access and affordability hurdles, and helps ensure patients receive commercial therapy in a timely manner. The position evaluates and improves program processes, monitors operational activity and service-level or key performance requirements, audits adherence, and provides operational reporting to leadership and clients. It also identifies recurring issues and facilitates their resolution with Valeris stakeholders. The role may include other assigned duties and reporting pharmacovigilance information, such as adverse events, according to client requirements. The position operates in a professional office environment and routinely uses standard office equipment. Employees are regularly required to talk or hear and frequently sit for extended periods, type, handle or feel objects, and reach with their hands and arms. Minimal travel may be needed. Candidates who can type at least 35 words per minute with 97% accuracy are preferred.

Requirements

Current Registered Nurse (RN) license.
Associate or bachelor's degree preferred, or at least 5 years of customer service experience with progressive responsibility in a service-driven environment.
Excellent interpersonal skills and ability to provide constructive feedback to management and staff.
Proven experience analyzing, interpreting, and summarizing data and processes.
Strong analytical, problem-solving, decision-making, attention-to-detail, and time-management skills.
Demonstrated success in problem solving, teamwork, adaptability, planning, and decision making.
Basic knowledge of market access and the pharmaceutical industry.
Excellent verbal and written communication skills.
Proficiency in Microsoft Office software, including Excel, PowerPoint, and Word.
Strong planning, time-management, and organizational skills.
Ability to meet corporate training deadlines and follow policies, procedures, and SOPs for confidential data access.

Nice To Haves

Associate or bachelor's degree.
Ability to type at least 35 words per minute with 97% accuracy.
Flexibility to travel as needed.

Responsibilities

Monitor patient journey processes and checkpoints in a high-volume program.
Assist internal and external stakeholders by advocating and navigating, providing detailed information about programs or patients, and serving as a focal point for medication access or affordability hurdles.
Analyze and interpret program circumstances, exercise discretion and judgment, and determine appropriate actions.
Evaluate program processes and recommend improvements that enhance program effectiveness and speed patients’ access to commercial therapy.
Monitor program activity proactively to facilitate timely task completion and meet SLA and/or KPI requirements.
Develop and audit program processes to ensure adherence and consistency.
Provide leadership and clients with operational reporting on overall program health.
Identify trends, recurring issues, and inadequate corrective actions, and facilitate resolution with Valeris stakeholders.
Identify and report pharmacovigilance information, including adverse events, as required by clients and program requirements.
Complete training by deadlines for corporate policies and procedures governing access to confidential data.
Follow all SOPs consistently.
Perform other duties, assignments, tasks, and projects as directed.

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 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% 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 stimulating work environment that encourages new ideas.
Inclusive, mission-driven culture and efforts to create an inclusive workplace.