Patient Support Clinical Analyst

Overview

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 PharmaCord 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 www.valeris.com.

The Patient Support Clinical Quality Analyst is responsible for reviewing and evaluating the performance of the clinical team members in their documentation, phone calls, and virtual trainings that represents Mercalis Market Access programs. This position requires the ability to work in a constructive, impartial, and collaborative manner by establishing positive work relationships, partnering with the Market Access Leadership team, Training, and Client base. This position requires the ability to gain the confidence and trust of others by demonstrating professionalism and expertise in an ever-changing environment.

Responsibilities

• Reviews and evaluates the performance of clinical team members on telephonic, written, and video conferences using an approved quality scorecard to ensure adherence to the following:
  • Medication package insert
  • Evidence based disease state information
  • Federal and Drug Administration (FDA) regulations of Adverse Events (AE)/Product Complaints (PC)
  • Health Insurance Portability and Accountability Act (HIPAA) compliance
  • Specific program policies and procedures (i.e., Business Rules Document)
• Analyzes clinical call and video conferences to determine trends and works with the internal departments to develop solutions to improve the patient experience
• Maintains a thorough understanding of company Standard Operating Procedures (SOPs), process, and policy requirements
• Prepares and analyzes internal quality reports for clinical management staff to review
• Participates with clinical leadership to establish and maintain clinical competencies for Market Access Programs
• Manages disputes and call requests received through ServiceNow portal
• Participates and/or facilitates internal and external calibrations to identify Client’s needs and expectations.
• Facilitates new hire training and introduces program quality standards and expectations
• Prepares call records and/or corresponding documents and participates in internal and external client audits
• Handles requests to locate specific call records from the call recording system and provides reports of findings, and edit call recordings to remove Protected Health Information as requested or according to contractual agreements
• Participates in internal department meetings as needed
• Contributes to the design of clinical call and video conferencing monitoring formats and quality standards
• Identifies and reports pharmacovigilance information as required by client(s) (i.e., Adverse Events)
• Recommended 2-3 years of reimbursement/insurance, healthcare billing, physician office or health insurance processing experience
• On time adherence to training deadlines for all corporate policies and procedures governing access to confidential data
• Ensure all SOPs are followed with consistency
• Conducts miscellaneous tasks or projects as assigned

Qualifications

• Licensed Practical Nurse (LPN), Diploma, Associate, or bachelor’s degree in Nursing (BSN, RN) with a valid registered and active nursing license in one or more states
• Minimum of 2 years of QA/QC or clinical safety and healthcare expeience
• Recommended 2-3 years of reimbursement/insurance, healthcare billing, physician office or health insurance processing experience
• Able to learn and maintain knowledge of medication package insert, FDA regulations of AE/PC, and HIPAA guidelines
• Must be a motivated self-starter with the ability to work independently and cooperatively within a cross functional environment
• Must be able to manage priorities while working independently without direc