Patient Center Specialist

Overview

** SHIFTS AVAILABLE VARY; COVERAGE NEEDED FOR THIS DEPARTMENT 7 DAYS PER WEEK 8AM-12AM EST (8 hour shifts w/ 2 days off per week.**

** START DATE 3/30/26**

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

The Patient Experience Specialist interacts with customers (e.g., patients, pharmacists, physicians.) by telephone, using the necessary online systems and/or portals to provide accurate information regarding patient copay accounts for pharmaceutical clients. The PES is responsible for answering phone calls to assist with copay card/program activations, explaining medical and pharmacy claims information, explaining insurance information provided in the patient’s Explanation of Benefits, troubleshooting and resolving rejected claims, and accurately filing AE/MI/PCs.

Key Responsibilities:

• Provide all callers with excellent customer service achieving quality outcomes and with a goal of “one call resolution”.
• Support pharmaceutical companies using available system platfoms to gather and data‑enter information from patients, providers, or pharmacies to assist with copay card activation, troubleshoot and provide resolution for pharmacy rejections, account updates per the established program process, and identify and report pharmacovigilance information as required by client(s).
• As a program’s “eyes and ears”, maintain open lines of communication with your leadership and share awareness regarding patient status, prescriber feedback/satisfaction and program effectiveness
• Follow program guidelines and elevate complex cases according to program policy and procedures
• Explain business rules to caller and follow all established guidelines for the copay programs.
• Notate all calls in all applicable computer systems used to maintain patient data (e.g., Rapid Rebate, Quick Path, Sherlock, Service Now, etc.).
• Identify and report internally and externally pharmacovigilance information as required by client(s) (i.e., Adverse Events, Medical Inquiries, Product Complaints).
• Achieve Key Performance Indicators (KPIs) (i.e. adherence, attendance, quality, etc.)
• Maintains a high level of ethical conduct regarding confidentiality and privacy
• 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

• High School Diploma or proof of completion of a GED program.
• A minimum of 6 months previous call center experience preferred.
• Must have basic computer skills and be competent in Microsoft products
• Exceptional customer service skills (active listening, asking effective questions, building rapport with callers, expressing empathy, and using a supportive tone of voice).
• Ability to type 30 WPM and carry on a conversation at the same time.
• Experience in an environment where confidentiality of information is required.

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…