Specialty Pharmacy Liason

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.
As a Specialty Pharmacy Account Liaison on our Patient Services team, you'll have the opportunity to make a difference in the lives of our patients each day as they look to you as part of their dedicated support team for helping them navigate the tricky process to getting access to their complex medication. You will serve as a central point of contact for specialty pharmacy taking ownership of all activities and ensuring timely and accurate transfer of information with each network pharmacy and perform follow ups for status of referrals. Bringing escalated issues to resolution, being deliberate with weekly communications to each stakeholder and identifying opportunities for improvement within processes are all key deliverables in this role to ensuring patient success. This role requires a high level of ownership, attention to detail and patient focus and will put your problem-solving skills to the test!
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, 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.
Key Responsibilities:
Relationship Management
Builds trusted relationships with specialty pharmacies, 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 post Benefits Investigation calls to payors, patients or 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 from specialty pharmacy contacts
Triage patients to internal or external resources as appropriate
Specialty Pharmacy Communication
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 and if needed, outbound call to payers and specialty pharmacies 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
Tracks and follows up on shipment of product through patient assistance program and/or bridge program from the Valeris 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 Valeris 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:
Ideally the Account Liaison will have experience working with specialty pharmacies
Bachelor’s degree in arts and sciences, social work, public health administration or a related field strongly preferred or equivalent experience required; completion of a high school diploma or GED is required
3 years’ customer service, payer benefits (reimbursement, prior authorization, etc.), healthcare industry experience is preferred
Ability to work any 8.5-hour shift between 8 am to 9 pm, Monday to Friday required - it is required in this position that the Account Liaison can work any shift as needed
Bi-lingual in English and Spanish is a plus
Detail oriented
Professional telephone etiquette
Self-awareness of your own emotions and the potential impact on others
Basic computer knowledge
Ability to multitask effectively
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