Patient Assistance Care Coordinator

• Team members receive nine paid holidays plus two floating holidays

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 Pharma Cord 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

• Answer high-volume inbound call inquiries from patients, care team, and healthcare providers regarding patient assistance program eligibility criteria, patient specific enrollment status, or refill related requests for already enrolled patients.
• Timely processing of Patient Assistance enrollment applications:
  • Review patient assistance enrollment forms and any supporting documentation to assess patient eligibility for participation as per SOPs and program guidelines
  • Determine patient’s eligibility based upon program criteria for qualification
  • This may include some form of insurance benefits verification to determine eligibility for assistance.
• Actively listen to each customer, 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.
• Report 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 the internal technology platform, Lynk, to complete claims processing and keep workflows moving.
• Patient Assistance Care Coordinators are expected to be patient focused and committed to providing the highest quality customer service while maintaining compliance and abiding by company policies and procedures.
• Meet all call quality metrics, as well as expected levels of call handling and processing metrics. This is a fast‑paced, patient‑focused role.
• Utilize Valeris’ values as the driving force behind the team’s success.
• Adhere to training deadlines for all corporate policies and procedures.
• Ensure all SOPs are followed with consistency.
• Perform additional tasks or projects as assigned.

• Service‑minded; focus on recognizing and meeting the needs of others (especially patients and care partners).
• Ability to handle personal health information with confidentiality.
• Commitment to honesty and integrity.
• Professionalism and a strong sense of proper business and customer service etiquette.
• Clear verbal and written communication skills.
• Accountability for results.
• Ability to plan and prioritize tasks and strong attention to detail.
• Proficient emotional intelligence (ability to recognize emotions and their effects).
• Ability to manage disruptive impulses and handle potentially stressful customer interactions.
• Proficient computer skills.
• Adaptability to change.
• Personal initiative and commitment to team and organizational goals.
• Ability to work effectively within a team.
• A positive attitude.
• Associate’s or Bachelor's degree strongly preferred or equivalent experience required; completion of a high school diploma or GED is required.
• Six months of customer service experience, payer benefits experience (reimbursement, prior authorization, etc.), healthcare industry experience or a healthcare‑related certification, license, or equivalent coursework is strongly preferred.
• Offi…