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.

When you join the team as the Access Liaison, you'll have the opportunity to make a difference in the lives of our patients each day as support the dedicated Navigator team, helping them navigate the tricky process to getting access to their complex medication. You'll compassionately deliver an exceptional experience to many patients per day always remembering that every prescription or document belongs to a real person who is looking for thorough and efficient management of their records. You'll adjust your approach to their needs by communicating clearly to payers and internal teammates, focusing on the accuracy of the details of their medical records and your mastery of the program requirements, and ensuring their prescriptions or cases are handled timely.

A typical day in this role will include providing in-depth knowledge of our client programs by working directly with insurance companies, specialty pharmacies, and internal teammates to answer inquiries, process service requests, assess benefits coverage, and manage through barriers, in a compliant manner, that stand in the way of patients and their access to therapy. The Access Liaison works in a dynamic and compassionate support role, providing telephonic and web-based, where applicable expert coordination and support.

Responsibilities

• Complete verification of insurance coverage and benefits through online tools and outbound phone calls to insurance companies, at times in cooperation with the patient, to obtain benefit and coverage information to support their journey to access.
• Work to resolve access journey roadblocks by verifying information, correcting workflow errors, and ensuring appropriate progression of cases through the workflow.
• Actively listen to each stakeholder, assess needs, and respond with demonstrated patience and courtesy.
• Review and identify information that is missing and/or incorrect within program service requests/program applications.
• Reporting of Adverse Events/ Product Complaint inquiries received in accordance with SOP and good manufacturer practices.
• Provide timely feedback to the company regarding service failures or customer concerns
• Effectively use our internal and client technology platforms to complete enrollment, benefit verification, and triage processing to keep workflows moving.
• Access Liaisons are expected to be patient-focused and committed to providing the highest quality customer service all while maintaining a sense of compliance and commitment to abiding by company policies and procedures.

Access Liaisons are expected to meet all call quality metrics, as well as maintain expected levels of call handling and processing metrics. This is a fast-paced, patient-focused role.

Qualifications

• Associate’s or Bachelor's degree strongly preferred or equivalent experience required; completion of a high school diploma or GED is required
• 6 months customer service experience, payer benefits experience (reimbursement, prior authorization, etc.), healthcare industry experience or healthcare related certification, license, or equivalent coursework is strongly preferred
• This is an office-based position, the ability to sit for extended periods of time is necessary
• Although very minimal, flexibility to travel as needed is preferred
• Candidates must meet the internet speed criteria, sign equipment use agreement, work from home agreement, and maintain satisfactory performance standards to be eligible for a remote work opportunity within this role. (Note: Remote positions are limited in scope. We are an organization that fosters onsite collaboration and a sense of community with our company culture.)

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

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.

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.