Patient Support Clinical Analyst

Overview:

**Please Note: Start date for this role is February 3, 2025. Role is 100% remote. However, for local applicants some on-site travel may be required.**

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.

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

• 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

• 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 direct supervision with a high level of professionalism and integrity.
• Must be flexible and have the willingness and ability to respond to changing circumstances and expectations readily
• Must be able to problem solve and make independent decisions with high level of confidence
• Must be able to collect, gather, visualize, and analyze data in detail
• Ability to be fair and impartial
• Display a high level of professionalism, integrity, maturity, and maintain a positive attitude
• Excellent verbal and written communication and interpersonal skills
• Strong planning, time management, attention to detail and organizational skills
• Comfortable interacting with all levels of management and personalities
• Basic knowledge in MS Office (Word, Excel)
• Basic knowledge of monitoring software preferred (i.e. Zoom Call Recording, Calabrio, NICE Call Recording, etc.)

Why work for Mercalis?

• Diversity, Equity, and Inclusion is paramount to our culture and success. Our dedication to DE&I is both organic and intentional
• Our Mission is rewarding and fulfilling (Patient Access to Life-Saving/Improving/Extending Medications/Treatments)
• We employ the best Talent and Tools from the Patient Access Industry (We are the Industry Leader)
• We monitor the market to ensure we offer competitive salaries and benefits.
• 401K w/ 5% matching; day-1 vestment period
• 15 days PTO
• 7 Holidays + 2 Floating Days
• Health/Dental/Vision/Life; Coverage Day-1
• Gym Reimbursement
• Volunteer Hours

*This is not an exhaustive list of benefits.

*Benefits are subject to change.

** Some positions require onsite presence and/or structured hours/shifts.