Patient Engagement Specialist

Valeris, Inc.; Indiana (PA); Hybrid; USD 25,000 - 39,000; Full time

Benefits offered by this job

Medical, dental, vision plans

401(k) with match

Paid time off & holidays

Career growth opportunities

Job summary

Valeris, a life sciences care coordination partner, is hiring a full-time Patient Support Specialist to assist patients with benefits, enrollment, and provider communications.

You will handle inquiries, explain coverage options, document activities, and coordinate with pharmacy programs while ensuring compliance with healthcare regulations and maintaining empathetic, high-quality service.

Qualifications

• Bachelor's degree strongly preferred or equivalent experience.
• High school diploma or GED required.
• Bi-lingual in English and Spanish or Chinese/Mandarin is a plus.
• Ability to multitask in a fast-paced environment.
• Strong communication and interpersonal skills.
• Customer service and healthcare industry experience preferred.

Responsibilities

• Build and maintain trusted patient relationships with proactive communication.
• Explain benefits, enrollment steps, and program resources to patients.
• Document activities in the Lynk system following SOPs.
• Coordinate product shipments through patient assistance/bridge programs.
• Triage patient inquiries and route to appropriate internal/external resources.
• Support adherence services with nurse follow-up when applicable.

Skills

Bilingual English/Spanish

Excellent communication

Customer service

Empathy

Multitasking

Education

Bachelor's degree preferred or equivalent experience

High school diploma or GED required

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 www.valeris.com.

The 11:30 AM - 8 PM ET shift is required for this role.

Key Responsibilities

Build and maintain trusted relationships with patients by demonstrating proactive communication, delivering timely and accurate services, and showing a strong commitment to patient well-being. Ensure all interactions and relationship management practices comply with relevant healthcare laws and regulations. Demonstrate prior experience working with pharmacy benefit products and patients, or in immunology practices, to better understand patient needs and concerns. Conduct program welcome calls to patients, engaging them effectively and explaining available services and resources for their support. Utilize motivational interviewing techniques to actively involve patients in goal setting and achieving their healthcare objectives. Perform post Benefits Investigation calls to patients, clearly explaining coverage options to enhance patient understanding. Effectively handle all client inquiries that cannot be resolved through standard reporting processes. Address patient inquiries in accordance with applicable business rules, providing accurate and helpful information. Articulate complex reimbursement and billing information in a clear and concise manner to ensure patients comprehend their coverage benefits and financial responsibilities. Handle inbound calls as per the program-approved Frequently Asked Questions (FAQs). Exhibit excellent customer service skills, even in a fast-paced environment, and de-escalate any challenging situations in a professional and appropriate manner. Triage patients to appropriate internal or external resources, depending on their needs and requirements. Ensure proper documentation and recording of patient enrollment into the program, following established business rules. Provide patients with comprehensive information and education about products, including the course of treatment, insurance coverage benefits, anticipated out-of-pocket costs, potential financial assistance resources, and ongoing treatment support. Proactively manage assigned cases and tasks to maintain service levels and deliver excellent customer service to patients. Empower and inspire patients to take charge of their therapy plan as prescribed by their healthcare provider. Leverage electronic tools to identify benefits and payer coverage, conducting manual benefit investigations when necessary. Identify and communicate patients' plan benefit coverage, including any prior authorization, appeal, tier exception, or formulary exclusion requirements. Utilize electronic resources to obtain benefit coverage outcomes, and if needed, conduct outbound calls to payers and healthcare providers for follow-up. Support adherence services through the coordination of nurse follow-up, as applicable to the program. Identify and recommend peer support resources for patients to enhance their treatment experience. Coordinate the shipment of products through patient assistance programs and/or bridge programs from the PharmaCord pharmacy. Proactively communicate the need for re-verification of prior authorization or re-enrollment for patient assistance programs. Report adverse events, product complaints, special situation reports, and medical inquiries in accordance with established SOPs and Business Rules. Document all activities within the Lynk system to maintain accurate and up-to-date records, adhering to business requirements.

Qualifications

Qualifications: Bachelor's degree strongly preferred or equivalent experience required; completion of a high school diploma or GED is required Customer service and healthcare industry experience strongly preferred Ability to work an 8.5-hour shift between 8 am to 9 pm, Monday to Friday required Bi-lingual in English and Spanish or Chinese/Mandarin is a plus Commitment to the mission of care coordination Passionate, trustworthy, and empathetic when working with patients. Good communication and interpersonal skills and ability to speak concisely to patients Flexible and adaptable in response to changing patient and healthcare providers’ needs Professional telephone etiquette Self-awareness of your own emotions and the potential impact on others Basic computer knowledge Ability to multitask effectivey Ability to recognize emotions and their effects Sureness about self-worth and capabilities Manage disruptive impulses Maintain standards of honesty and integrity Takes responsibility for performance Adapts and handles change with flexibility Is innovative and open to new ideas Achievement driven; constantly striving to improve or to meet a standard of excellence Aligns with the goals of the group or organization Ready to take initiative and act on opportunities Be optimistic and pursue goals persistently despite obstacles and setbacks Be service oriented and anticipate, recognize and meet the needs of others, including patients and care partners Positive attitude!

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?

We’re committed to supporting the well-being and success of our team members. As part of our organization, full-time employees can expect: 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

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.

A Name With Purpose

A Name With Purpose. Inspired by those who work each day to transform access and enhance lives, our name emerges from the root valor: to be bold, brave, determined, be well, have worth. It speaks to integrity, simplicity, strength, and principled action. Valeris merges this with vision and an intention to redefine value at every step in the patient journey. We honor the science. We unlock the value. We do it with vision. We are Valeris.

Purpose

Purpose: Valeris represents measurable business impact through healthcare innovation that transforms lives. We combine cutting-edge technology with healthcare expertise to tackle challenges in access, affordability, and quality of care. Success means improving patient outcomes - everything we do is anchored in the value of improving human lives.