OneSource Support Specialist

This is a fully remote position, open to applicants in Arizona.

📋 Description

• Offer exceptional, personalized assistance to patients and caregivers throughout the Alexion Rare Disease patient journey.

• Provide initial product onboarding and ongoing support for treatment adherence.

• Deliver education on disease states, facilitate treatment support through community connections, and provide access assistance.

• Make welcome calls to introduce the OneSource program and assess support requirements.

• Communicate Benefit Investigation results to patients and healthcare providers, assisting in interpretation.

• Inform patients about eligibility for financial support and enroll qualifying individuals in Alexion assistance programs.

• Conduct regular and year-end coverage reverification outreach with patients, caregivers, healthcare providers, insurers, and Alexion colleagues.

• Connect patients with the Alexion patient community and disease advocacy groups.

• Aid patients in obtaining necessary vaccinations.

• Document patient interactions in the CRM and maintain necessary records.

• Report adverse events in the PV Event Reporting Tool.

• Coordinate healthcare provider needs from case initiation through product delivery and ongoing support.

• Address inquiries from physicians and office staff, resolving issues with cross-functional partners.

• Retrieve missing information from healthcare providers.

• Overcome access barriers and assist with insurance denials and appeals alongside appropriate field specialists.

• Launch adherence programs and connect with patients through defined product-specific channels.

• Educate patients and caregivers on long-term product administration and product switching.

• Provide emotional support to patients and caregivers.

• Cultivate compliant relationships with internal and external stakeholders, including patient education, reimbursement, account management, pharmacy, and site-of-care teams.

• Elevate access issues and ensure timely resolutions.

• Participate in cross-functional meetings, Hypercare calls, One Alexion meetings, and various project work.

⛳️ Requirements

• Associate's Degree is required.

• A minimum of 3 to 5 years in Case Management or a recognized equivalent in education and experience, such as contact center, nursing, social service support, healthcare customer service, insurance reimbursement, or patient advocacy.

• Strong communication, collaboration, and problem-solving skills.

• Proficient data entry and computer literacy skills.

• Ability to work independently, remain goal-oriented, and demonstrate strong organizational skills.

• Flexibility to adapt to a changing work environment.

• Willingness to modify work schedules in response to departmental needs.

• Proficient in using a computer and communicating via phone, email, video, and electronic messaging.

• BA/BS Degree is preferred.

• Experience in a patient contact center or patient support program is a plus.

• Excellent telephone communication skills and familiarity with phone systems or experience in a call-recorded environment.

• Understanding of legal and regulatory aspects of the pharmaceutical and biotech industries.

• Experience with rare diseases is a plus.

• Comprehensive knowledge of insurance coverage and reimbursement processes.

• Familiarity with managed care, buy-and-bill therapy, and reimbursement for infused therapies.

• Experience in assisting patients and caregivers.

• Proven success in high-performing cross-functional teams.

• Strong empathetic, communication, and listening abilities.

• Ability to act with urgency, flexibility, and creativity to expedite patient therapy initiation.

• Exceptional organizational skills and adaptability in a high-energy, fast-paced environment.

• Initiative, teamwork, and accountability are essential.

• Must reside in the state of Arizona.

• General availability during standard business hours is required.

🏝️ Benefits

• Opportunity for short-term incentive bonuses.

• Equity-based long-term incentive program for salaried positions or retirement contributions for hourly roles.

• Qualified retirement program (401(k) plan).

• Paid vacation and holidays.

• Paid leaves.

• Medical, prescription drug, dental, and vision coverage.

• Fully remote work arrangement.

• Up to 10% travel to existing Alexion sites; travel may increase during new hire and refresher training sessions.