*** THE SHIFTS FOR THIS ROLE ARE M-F 9A-6P OR 11A-8P EST ONLY ***

*** THESE ROLES WILL BE HYBRID WITH 2 DAYS ON SITE ***

Mercalis is an integrated life sciences commercialization partner that provides comprehensive solutions that span the entire healthcare value chain. Backed by proven industry expertise and results-driven technology, Mercalis helps navigate the complex life sciences marketplace by providing commercialization solutions to accelerate value and enhance patient lives.

Mercalis fosters a culture that encourages individuality and provides opportunities for creativity, growth, and success while fostering a team environment. We are a diversity-driven organization with an inclusive approach to delivering patient-centric solutions that, eliminate barriers for patients, and increase patient access to life altering medications.

As a Support Coordinator your primary function is to provided unparalleled customer service to patients, caregivers, and providers as a dedidcated contact by coordinating resources, exchanging information and ensuring appropriate deliveryof services.  This is done through inbound phone support to patients, caregivers, and providers.  You will also support Patient Care Coordinators and Reimbursement Specialists, by facilitating a collaborative process that gauges, coordinates, and helps facilitate a patient’s journey utilizing services offered through the Patient Support Program on behalf of a manufacturer. 

• Serve as primary inbound phone support for the Care Coordinator and Reimbursement Case Manager
• Provides unparalleled customer service while serving as a brand advocate and program representative; understands the importance of achieving quality outcomes and committed to the appropriate use of program resources
• Serve as an advocate to patients regarding program eligibility requirements, enrollment, reimbursement process, affordability support and general access for prescribed therapy
• Backs up contact to health care providers for ongoing support and relationship development by acquiring and delivering detailed information regarding a program and/or a patient
• Partner with the prescriber and patient to remove all non-clinical barriers to patient access to prescribed therapy
• Ability to understand and explain benefits offered by all payer types including private/commercial and government (i.e., Medicare, Medicaid, VA and DOD)
• May act as a liaison to client contacts (e.g., regional contact for sales representatives,) Program Management, Healthcare Providers, and Manufacturer
• Maintains records in accordance with applicable standards and regulations to the programs/promotions
• Establish relationships, develop trust, and maintain rapport with patients and healthcare providers
• Follow program guidelines, SOPs, Call Guides, and other program materials
• Escalate complex cases according to program policy and procedures
• As a program’s “eyes and ears”, works with the Program Manager, and Client on a day-to-day basis to maintain open lines of communication and share awareness regarding patient status, prescriber feedback/satisfaction and program effectiveness
• Improve patient outcomes through advocacy, communication, education and facilitation of services
• Understand health and disease states of patients of the programs/promotions
• Maintains a high level of ethical conduct regarding confidentiality and privacy
• Identify and report pharmacovigilance information as required by client(s) (i.e., Adverse Events) – (specific to program/client requirements)
• On time adherence to training deadlines for all corporate policies and procedures governing access to confidential data
• Ensure all SOPs are followed with consistency
• Other responsibilities as assigned based on specific to program/client requirements

• Associate or Bachelor’s degree preferred; or a minimum of 2 years of customer service experience with progressive levels of responsibility within a service driven environment
• Ability to communicate effectively both orally and in writing
• Advanced knowledge of medical insurance terminology and reimbursement/insurance, healthcare billing, physician office, health insurance processing or related experience
• Excellent problem-solving and decision-making skills required
• Strong organizations skills, which include attention to detail and committed follow through in communication with patients, providers and internal stakeholders
• Willing to work in a dynamic, fast paced environment and have the ability to multi-task
• Empathetic listening skills in order to interact effectively with patients and providers
• Strong Call Management Skills including de-escalation and soft skills
• Punctual, reliable with strong attendance record
• Strong interpersonal skills, ability to work both independently and as part of a team
• Proficient with Microsoft products