OneSource Support Specialist
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Job Description
OneSource Support Specialist supporting U.S. rare-disease patients through Alexion therapy onboarding, reimbursement, and adherence. Coordinating patients, caregivers, healthcare providers, and cross-functional teams.
Responsibilities:
- Provide high-touch, personalized support to patients and caregivers throughout the Alexion Rare Disease patient journey
- Serve as the primary patient contact from initial product onboarding through long-term treatment adherence support
- Provide disease-state education, treatment support through community connections, and access support
- Provide onboarding and long-term adherence support
- Share disease, diagnosis, community resource, and treatment support materials
- Maintain and communicate current knowledge of available approved resources
- Conduct welcome calls and confirm required or requested support
- Communicate and interpret Benefit Investigation results with patients and healthcare providers
- Inform patients about financial support eligibility and enroll eligible patients in Alexion assistance programs or refer them to external programs
- Conduct 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 the CRM and maintain accurate case records
- Report Adverse Events in the PV Event Reporting Tool
- Coordinate healthcare provider needs from case creation through product delivery and ongoing support
- Coordinate with HCP-facing roles and cross-functional partners to resolve questions and issues
- Consult internal cross-functional partners to resolve access barriers
- Apply reimbursement-process knowledge while insurance approval is obtained and coordinate denial or appeal support
- Initiate adherence programs and contact patients through defined channels and product-specific touchpoints
- Educate patients and caregivers about product administration, long-term adherence, and product switching
- Provide emotional support to patients and caregivers
- Build compliant professional relationships with internal and external stakeholders, including patient education, reimbursement, account management, operations, medical, access, pharmacy, and site-of-care teams
- Escalate access issues to appropriate stakeholders
- Collaborate with Alexion members and external partners to deliver target patient and HCP experiences
- Participate in cross-functional meetings, Hypercare calls, One Alexion meetings, and project work
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 communication, collaboration, problem-solving, data entry, and 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, including 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
- BA/BS Degree 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 to quickly get patients on therapy
- Strong organizational skills and ability to adapt to change in a high-energy, fast-paced environment
- Demonstrated initiative, teamwork, and accountability
Benefits:
- Short-term incentive bonus opportunity
- Eligibility for equity-based long-term incentive program (salaried roles) or 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
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