Patient Engagement Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop and nurture trustworthy relationships with patients through proactive communication and prompt, precise services.

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

• Conduct initial program welcome calls, outlining the available services and resources.

• Employ motivational interviewing techniques to assist patients in setting their goals.

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

• Address client and patient inquiries following business protocols and approved FAQs.

• Clarify reimbursement, billing, coverage benefits, financial obligations, and available assistance resources.

• De-escalate difficult situations and guide patients to suitable resources.

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

• Provide education regarding products, treatment options, insurance benefits, out-of-pocket expenses, and treatment support.

• Oversee assigned cases and tasks to ensure service level standards are met.

• Assist patients in adhering to prescribed therapy plans.

• Determine benefits and payer coverage utilizing electronic tools and manual investigations.

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

• Reach out to payers and healthcare providers for benefit follow-ups.

• Coordinate follow-up nursing and adherence services.

• Suggest peer support resources.

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

• Handle prior authorization re-verification and patient assistance re-enrollment.

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

⛳️ Requirements

• Bachelor's degree is strongly preferred or equivalent experience is required; a high school diploma or GED is necessary.

• Experience in customer service and the healthcare sector is highly preferred.

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

• Bilingual proficiency in English and Spanish or Chinese/Mandarin is a plus.

• Dedication to the mission of care coordination.

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

• Strong communication and interpersonal skills; ability to communicate clearly and concisely with patients.

• Must be flexible and adaptable to the evolving needs of patients and healthcare providers.

• Professional phone etiquette is essential.

• Basic computer skills are necessary.

• Capability to multitask effectively.

• Typing speed of at least 35 words per minute with 97% accuracy is preferred.

• Must be able to pass a background check and, depending on the position, a drug screening.

• Ability to function in a professional office environment.

🏝️ Benefits

• 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 equal to annual earnings, with a minimum of $50,000 and a maximum of $300,000.

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

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

• Paid Time Off (PTO) and Sick Leave.

• Nine paid holidays plus two floating holidays.

• Opportunities for advancement and personal and professional development.

• Engaging and stimulating work environment that encourages innovative ideas.

• Inclusive, mission-driven culture.

• Minimal travel flexibility is preferred.