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: 

• Daily point of contact for Area Reimbursement Managers and Case Managers to escalate urgent case situations w/in their specific region and territory

• Resolution of coverage questions and/or timely shipping of emergency supplies

• Coordination of activities and effort with Case Managers to drive to resolution

• Provide back up for phone coverage during Case Manager breaks and lunches

• Work with Supervisor to manage key KPI metrics for BI, MI, PAP and Triage specific to their respective regions

• Support Case Managers workload as needed

• Weekly touch base meeting with Case Managers to prepare for ARM meeting

• Weekly touch base meeting with each ARM to review case statuses, coverage and payor changes, and wins/opportunities

• Proactively review and provide territory/regional reports to ARMS in advance of meetings with customer

  • Included should be identifying and tracking region trends/patterns. All elements outside of “normal” business rules should be reported to the Program Manager, Case Manager and should also be shared with the ARM.  i.e., Payer coverage changes; SP details, specific challenges with an office, etc.

• 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: 

• Bachelor’s degree strongly preferred or equivalent experience required

• 2+ years of experience in case management and/or experience in a team lead role in customer service/client relations preferred

• Ability to work an 8.5-hour shift between 8 am to 8 pm, Monday to Friday required

• Bi-lingual in English and Spanish or Chinese/Mandarin is a plus

• This is an in-office based position, the ability to sit for extended periods of time is necessary

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

• Communication (verbal and non-verbal)

• Customer service attitude

• Time management skills

• Self-starter

• Reliability

• Organizational skills

• Detail oriented

• Basic computer knowledge

• Ability to multitask effectively – able to work on multiple projects, calls, escalations at once setting appropriate priorities

• 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; constant 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 needs of others, including patients and care partners

• Clear and concise communication

• 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

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.