OneSource Support Specialist
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Job Description
OneSource Support Specialist supporting rare-disease patients through Alexion’s treatment journey. Coordinating onboarding, reimbursement access, adherence, education, and caregiver support.
Responsibilities:
- Provide exceptional initial onboarding and long-term adherence support to patients and caregivers
- Share disease, diagnosis, community resource, and treatment support materials
- Maintain and communicate current knowledge of available and approved external resources
- Place welcome calls to introduce the OneSource program and confirm required/requested support
- Communicate and interpret Benefit Investigation results with patients and healthcare professionals as needed
- Inform patients about financial support eligibility and enroll eligible patients in Alexion assistance programs or refer them to external programs
- Conduct routine and year-end coverage reverification outreach with patients, caregivers, healthcare providers, insurance companies, and Alexion colleagues
- Connect patients with the Alexion patient community and relevant advocacy groups
- Assist patients in receiving required vaccinations
- Document patient interactions in CRM and maintain required records
- Immediately report Adverse Events in the PV Event Reporting Tool
- Coordinate HCP needs from case creation through product delivery and ongoing support
- Coordinate with HCP-facing roles and cross-functional partners to answer physician and office staff questions and resolve issues
- Communicate with HCPs to confirm support needs or obtain missing information
- Engage internal cross-functional partners to resolve barriers
- Apply reimbursement-process knowledge while insurance approval is obtained and work with field specialists on denial/appeal support
- Initiate adherence programs after onboarding and connect with patients through defined channels and product-specific touchpoints
- Educate patients and caregivers about long-term adherence and product switching
- Provide emotional support to patients and caregivers
- Develop compliant, collaborative relationships with internal and external stakeholders
- Escalate access issues to appropriate stakeholders for timely resolution
- Share responsibilities with Alexion members and external partners to deliver the target patient and HCP experience
- Participate in cross-functional activities, meetings, calls, and project work as needed
Requirements:
- Associates Degree Required
- Minimum of 3 to 5 years Case Management OR recognized equivalent of education and experience (e.g. contact center, nursing, social service support, healthcare customer service, insurance reimbursement, patient advocacy, etc.)
- Well-developed, effective communication, collaboration and problem-solving skills
- Data entry/computer literacy skills
- Ability to work independently, be goal-directed and have strong organizational skills
- Flexibility and ability to adapt to a changing work environment
- Ongoing maintenance/training of job-related skills/activities
- Willingness to adjust work schedules in response to department needs
- Ability to use a computer and communicate via phone, email, video, and electronic messaging
- Ability to engage in problem solving, analysis, dialogue, and collaboration
- BA/BS Degree is preferred
- Patient contact center or patient support program experience is a plus
- Excellence at communicating over the phone and handling phone systems and/or experience in a call recorded environment
- Familiarity with relevant legal and regulatory components of the pharmaceutical and biotech industry
- Rare disease experience is a plus
- Deep understanding of insurance coverage and reimbursement processes
- Familiarity with managed care, “buy and bill” therapy, and reimbursement for infused therapies
- Experience assisting patients/caregivers
- Demonstrated success working within high performing cross-functional teams
- Strong empathetic, communication and listening skills
- Ability to act with urgency, flexibility, and creativity
- Strong organizational skills and ability to adapt to change in a high-energy, fast-paced environment
- Initiative, teamwork, and accountability
Benefits:
- Short-term incentive bonus opportunity
- Eligibility to participate in equity-based long-term incentive program (salaried roles) or receive a retirement contribution (hourly roles)
- Qualified retirement program [401(k) plan]
- Paid vacation and holidays
- Paid leaves
- Medical coverage
- Prescription drug coverage
- Dental coverage
- Vision coverage
- Fully remote work arrangement
- Up to 10% travel to existing Alexion sites
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