Care Coordinator

Valeris; Charlotte (NC); Remote; USD 25,000 - 36,000; Full time

Benefits offered by this job

Medical, dental, vision plans

401(k) with company match

PTO and holidays

Career growth opportunities

Job summary

Valeris in Charlotte, NC is seeking a Care Coordinator to manage patient cases end-to-end, including benefits investigations and prior authorizations. The role requires careful attention to detail and strong communication across patients, prescribers, and payers.

Remote work eligibility is available, with a schedule 8:30 AM–5:00 PM local time, Monday through Friday. Qualifications include a Bachelor's degree or equivalent experience; bilingual Spanish/English is a bonus.

Qualifications

• Detail oriented with professional telephone etiquette.
• Ability to multitask and manage emotions in a fast-paced environment.
• Bachelor's degree or equivalent experience preferred.
• Bi-lingual Spanish/English a plus.

Responsibilities

• Own patient cases from initiation to closure including benefits investigations and prior authorizations.
• Handle inbound/outbound calls and emails; provide clear, compassionate communication.
• Coordinate with nurses, payers, and HCPs to resolve coverage and authorization issues.

Skills

Detail oriented

Professional telephone etiquette

Multitask effectively

Clear communication

Bilingual Spanish/English (bonus)

Education

Bachelor's degree or equivalent experience

Tools

Lynk system

Job description

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

The 11:30 AM - 8 PM ET shift is required for this role.A typical day in the Care Coordinator role will include ownership of your patients cases from initiation to closure to include; benefit investigations, prior authorizations / denial appeals, determining financial qualifications for assistance programs and assisting patients or other callers/stakeholders through resolution (via email, inbound/outbound calls and using our patented technology, Lynk) by using your critical thinking skills and your knowledge of the program and industry rules and standards. This role requires a high level of ownership, attention to detail and patient focus and will put your problem-solving skills to the test!

Key Responsibilities:

• Relationship Management
• Builds trusted relationships with patients, prescribers, client stakeholders through proactive communication, timely and accurate execution of deliverables and demonstrated relentless passion for helping patients
• Manages all relationships in a manner that adheres to healthcare laws and regulations
• Communications
• Performs program welcome calls to patients
• Performs post Benefits Investigation calls to patients and physicians explaining coverage options
• Manages all client inquiries unable to be determined by client through reporting
• Manages HCP inquiries, as applicable, pursuant to business rules
• Inbound Call Management
• Manages inbound calls as directed by the program-approved FAQs
• Triage patients to internal or external resources as appropriate
• Personalized Case Management
• Provides personalized case management to patients and HCPs including outbound communication to HCPs and patients to communicate benefit coverage and next steps in obtaining coverage
• Leverages electronic tools to identify benefits and payer coverage; completes manual benefit investigation as needed
• Identifies and communicates patient's plan benefit coverage including the need for prior authorization, appeal, tier exception, and/or formulary exclusions
• Uses electronic resources to obtain benefit coverage outcome and if needed, outbound call to payers and HCPs to follow up on proper submission and/or outcome
• Coordinates nurse teach with field-based nurse educators, as applicable to program
• Supports adherence services through coordination of nurse follow up, as applicable to program
• Identifies peer support resources for patients
• Coordinates shipment of product through patient assistance program and/or bridge program from the PharmaCord pharmacy
• Proactively communicates needs for reverification of prior authorization or re-enrollment for patient assistance program
• Reports adverse events, Product complaints, special situation reports and/or medical inquiries received in accordance with SOPs and the Business Rules
• Documents all activities within the PharmaCord Lynk system in accordance with business requirements
• 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

Qualifications:

Successful candidates possess the following personal attributes:Detail orientedProfessional telephone etiquetteSelf-awareness of your own emotions and the potential impact on othersBasic computer knowledgeAbility to multitask effectivelyAbility to recognize emotions and their effectsSureness about self-worth and capabilitiesManage disruptive impulsesMaintain standards of honesty and integrityTakes responsibility for performanceAdapts and handles change with flexibilityIs innovative and open to new ideasAchievement driven; constant striving to improve or to meet a standard of excellenceAligns with the goals of the group or organizationReady to take initiative and act on opportunitiesBe optimistic and pursue goals persistently despite obstacles and setbacksBe service oriented and anticipate, recognize and meet needs of others, including patients and care partnersClear and concise communicationPositive attitude!Bachelor's degree strongly preferred or equivalent experience requiredCustomer service and healthcare industry experience is preferred but not requiredAbility to work an 8.5-hour shift between 8 am to 9 pm, Monday to Friday requiredBi-lingual skills in Spanish and English are a plusRemote work eligibility is subject to all work from home criteria met and based on business need

Physical Demands & Work Environment

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit for long periods of time, use hands to type, handle or feel; and reach with hands and arms. Prefer candidates who can type at least 35 words per minute with 97% accuracy.

Although very minimal, flexibility to travel as needed is preferred.

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, etc.

Why Work for Valeris?

• 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

Our Commitment to Equal Opportunity

At Valeris, we don't just accept difference - we celebrate it, support it and we thrive on it for the benefit of our employees, our products and our community. Valeris is proud to be an equal opportunity employer.

Any offer of employment is contingent upon the successful completion of a background check and, depending on the position, a drug screen in accordance with company standards.

Please note that this job description is not intended to be an exhaustive list of all duties, responsibilities, or activities associated with the position. Responsibilities and tasks may be modified at any time, with or without notice.