Patient Engagement Specialist

This is a fully remote position, open to applicants in United States, +47 more locations.

📋 Description

• Establish and nurture trustworthy relationships with patients through proactive communication and timely, precise services.

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

• Conduct welcome calls for programs and clarify available services and resources.

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

• Perform post-Benefits Investigation calls to discuss coverage options.

• Address client and patient inquiries in accordance with business guidelines and approved FAQs.

• Provide clear explanations regarding reimbursement, billing, coverage benefits, financial obligations, and assistance resources.

• De-escalate difficult situations and direct patients to the appropriate resources.

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

• Educate patients on products, treatment options, insurance benefits, out-of-pocket expenses, financial assistance, and treatment support.

• Manage assigned cases and tasks to uphold service standards.

• Assist patients in adhering to prescribed therapy plans.

• Identify benefits and insurance coverage using electronic tools and manual research.

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

• Liaise with payers and healthcare providers for benefit follow-ups.

• Coordinate nurse follow-ups and adherence services as needed.

• Recommend resources for peer support.

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

• Communicate needs for prior authorization re-verification and patient assistance re-enrollment.

• Report adverse events, product complaints, special situation reports, and medical inquiries following SOPs and Business Rules.

⛳️ Requirements

• A Bachelor’s degree is strongly preferred, or equivalent experience; a high school diploma or GED is mandatory.

• Experience in customer service and the healthcare sector 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 advantage.

• A commitment to the mission of care coordination.

• Demonstrated passion, trustworthiness, and empathy in patient interactions.

• Strong communication and interpersonal skills, with the ability to convey information concisely to patients.

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

• Professional telephone etiquette.

• Basic computer skills.

• Competence in multitasking effectively.

• Must exemplify honesty and integrity while taking responsibility for performance.

• Ability to embrace change, innovate, take initiative, pursue goals persistently, and maintain a service-oriented mindset.

• Regularly engage in verbal communication; frequently sit for extended periods, type, handle or feel, and reach with hands and arms.

• Preferred candidates should be able to type at least 35 words per minute with 97% accuracy.

• Willingness to travel as needed is preferred.

• Successful completion of a background check and, depending on the role, a drug screening is required.

🏝️ Benefits

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

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

• Company match on Health Savings Account contributions.

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

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

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

• Paid Time Off (PTO) and Sick Leave.

• Nine paid holidays along with two floating holidays.

• Opportunities for career advancement and personal and professional development.

• A challenging and stimulating work environment that encourages innovative ideas.

• An inclusive workplace and a mission-driven culture.

• A background check and, depending on the position, a drug screening are required as conditions of employment.