Patient Support Clinical Analyst

Mercalis

17h•Onsite

About The Position

The Patient Support Clinical Quality Analyst is responsible for reviewing and evaluating the performance of the clinical team members in their documentation, phone calls, and virtual trainings that represents Mercalis Market Access programs. This position requires the ability to work in a constructive, impartial, and collaborative manner by establishing positive work relationships, partnering with the Market Access Leadership team, Training, and Client base. This position requires the ability to gain the confidence and trust of others by demonstrating professionalism and expertise in an ever-changing environment.

Requirements

Licensed Practical Nurse (LPN), Diploma, Associate, or bachelor’s degree in Nursing (BSN, RN) with a valid registered and active nursing license in one or more states
Minimum of 2 years of QA/QC or clinical safety and healthcare experience
Recommended 2-3 years of reimbursement/insurance, healthcare billing, physician office or health insurance processing experience
Able to learn and maintain knowledge of medication package insert, FDA regulations of AE/PC, and HIPAA guidelines
Must be a motivated self-starter with the ability to work independently and cooperatively within a cross functional environment
Must be able to manage priorities while working independently without direct supervision with a high level of professionalism and integrity.
Must be flexible and have the willingness and ability to respond to changing circumstances and expectations readily
Must be able to problem solve and make independent decisions with high level of confidence
Must be able to collect, gather, visualize, and analyze data in detail
Ability to be fair and impartial
Display a high level of professionalism, integrity, maturity, and maintain a positive attitude
Excellent verbal and written communication and interpersonal skills
Strong planning, time management, attention to detail and organizational skills
Comfortable interacting with all levels of management and personalities
Basic knowledge in MS Office (Word, Excel)
On time adherence to training deadlines for all corporate policies and procedures governing access to confidential data

Nice To Haves

Basic knowledge of monitoring software preferred (i.e. Zoom Call Recording, Calabrio, NICE Call Recording, etc.)

Responsibilities

Reviews and evaluates the performance of clinical team members on telephonic, written, and video conferences using an approved quality scorecard to ensure adherence to the following: Medication package insert, Evidence based disease state information, Federal and Drug Administration (FDA) regulations of Adverse Events (AE)/Product Complaints (PC), Health Insurance Portability and Accountability Act (HIPAA) compliance, Specific program policies and procedures (i.e., Business Rules Document)
Analyzes clinical call and video conferences to determine trends and works with the internal departments to develop solutions to improve the patient experience
Maintains a thorough understanding of company Standard Operating Procedures (SOPs), process, and policy requirements
Prepares and analyzes internal quality reports for clinical management staff to review
Participates with clinical leadership to establish and maintain clinical competencies for Market Access Programs
Manages disputes and call requests received through ServiceNow portal
Participates and/or facilitates internal and external calibrations to identify Client’s needs and expectations.
Facilitates new hire training and introduces program quality standards and expectations
Prepares call records and/or corresponding documents and participates in internal and external client audits
Handles requests to locate specific call records from the call recording system and provides reports of findings, and edit call recordings to remove Protected Health Information as requested or according to contractual agreements
Participates in internal department meetings as needed
Contributes to the design of clinical call and video conferencing monitoring formats and quality standards
Identifies and reports pharmacovigilance information as required by client(s) (i.e., Adverse Events)
Ensures all SOPs are followed with consistency
Conducts miscellaneous 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