Patient Engagement Specialist

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Establish and nurture trusted relationships with patients through proactive communication and prompt, accurate services.

• Ensure that all interactions and relationship management adhere to healthcare laws and regulations.

• Perform program welcome calls to explain the available services and resources.

• Utilize motivational interviewing techniques to engage patients in setting healthcare goals.

• Conduct post-Benefits Investigation calls to clarify coverage options.

• Address client and patient inquiries, including complex reimbursement and billing information.

• Manage inbound calls using program-approved FAQs and successfully de-escalate difficult situations.

• Direct patients to suitable internal or external resources as necessary.

• Record patient enrollment and all related activities in the Lynk system.

• Provide education to patients regarding products, treatment options, insurance benefits, out-of-pocket costs, financial assistance, and treatment support.

• Oversee assigned cases and tasks to uphold service levels.

• Assist patients in adhering to prescribed therapy plans.

• Identify benefits and payer coverage through both electronic and manual investigations.

• Communicate requirements for prior authorization, appeals, tier exceptions, and formulary exclusions.

• Follow up with payers and healthcare providers concerning benefit coverage.

• Coordinate nurse follow-ups for adherence services.

• Recommend peer support resources to patients.

• Organize product shipments through patient assistance and bridge programs from the PharmaCord pharmacy.

• Manage prior authorization re-verification and patient assistance program re-enrollment.

• Report adverse events, product complaints, special situation reports, and medical inquiries in accordance with SOPs and business rules.

⛳️ Requirements

• A Bachelor's degree is strongly preferred or equivalent experience is required; completion of a high school diploma or GED is mandatory.

• Experience in customer service and the healthcare industry is strongly preferred.

• Availability to work an 8.5-hour shift between 8 am and 9 pm, Monday to Friday is required.

• Bilingual proficiency in English and Spanish or Chinese/Mandarin is an asset.

• A commitment to the mission of care coordination is essential.

• Must be passionate, trustworthy, and empathetic when interacting with patients.

• Strong communication and interpersonal skills, with the ability to speak clearly and concisely to patients.

• Flexibility and adaptability to meet the evolving needs of patients and healthcare providers.

• Professional telephone etiquette is a must.

• Basic computer skills are required.

• Ability to multitask efficiently is essential.

• Preference for candidates who can type at least 35 words per minute with 97% accuracy.

• Willingness to travel as necessary is preferred.

• Must pass a background check and, depending on the role, a drug screening.

🏝️ Benefits

• Comprehensive medical, dental, and vision plans, including HSA- and FSA-eligible options, with Valeris contributing to premium costs.

• Access to Telehealth and Employee Assistance Program (EAP) services.

• Company matching on Health Savings Account contributions.

• Complimentary Basic Life and AD&D coverage equivalent to annual earnings, with a minimum coverage of $50,000 and a maximum of $300,000.

• Company-paid Short-Term Disability coverage, with an option to purchase Long-Term Disability.

• 401(k) Retirement Savings Plan featuring a 100% match on the first 5% contributed, with immediate vesting.

• Paid Time Off (PTO) and Sick Leave benefits.

• Nine paid holidays along with two floating holidays.

• Opportunities for career advancement and personal as well as professional growth.

• Engaging and stimulating work environment that encourages innovative ideas.

• An inclusive workplace and mission-driven culture.

• Background check and, depending on the position, drug screening as a condition of employment.