OneSource Support Specialist

This is a fully remote position, open to applicants in Idaho, +2 more states.

📋 Description

• Deliver outstanding initial onboarding and ongoing adherence support to patients and their caregivers.

• Distribute materials related to disease, diagnosis, community resources, and treatment support.

• Keep updated and communicate knowledge of available and approved external resources.

• Make welcome calls to introduce the OneSource program and verify required/requested support.

• Share and interpret Benefit Investigation results with patients and healthcare providers as necessary.

• Inform patients regarding financial support eligibility and enroll qualifying patients in Alexion assistance programs or direct them to external programs.

• Perform 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 organizations.

• Assist patients in obtaining necessary vaccinations.

• Record patient interactions in CRM and maintain necessary documentation.

• Promptly report Adverse Events in the PV Event Reporting Tool.

• Manage HCP needs from case initiation through product delivery and ongoing assistance.

• Collaborate with HCP-facing roles and cross-functional partners to address physician and office staff inquiries and resolve issues.

• Communicate with HCPs to confirm support requirements or gather missing information.

• Engage with internal cross-functional partners to eliminate barriers.

• Utilize reimbursement-process knowledge while securing insurance approval and collaborate with field specialists on denial/appeal assistance.

• Launch adherence programs post-onboarding and connect with patients through established channels and product-specific interactions.

• Educate patients and caregivers on long-term adherence and product transitions.

• Provide emotional support to both patients and caregivers.

• Build compliant, collaborative relationships with internal and external stakeholders.

• Report access issues to relevant stakeholders for prompt resolution.

• Share responsibilities with Alexion team members and external partners to ensure the desired patient and HCP experience.

• Participate in cross-functional activities, meetings, calls, and projects as required.

⛳️ Requirements

• Associate's Degree is required.

• A minimum of 3 to 5 years in Case Management or a 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, and problem-solving skills.

• Proficient data entry and computer literacy skills.

• Ability to work independently, be goal-oriented, and possess strong organizational skills.

• Flexibility and adaptability to changing work environments.

• Commitment to ongoing maintenance and training of job-related skills and activities.

• Willingness to adjust work hours according to departmental needs.

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

• Capacity to engage in problem-solving, analysis, dialogue, and collaboration.

• A BA/BS Degree is preferred.

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

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

• Understanding of relevant legal and regulatory aspects of the pharmaceutical and biotech sectors.

• Experience in rare diseases is a plus.

• Comprehensive understanding of insurance coverage and reimbursement processes.

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

• Experience 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.

• Strong organizational skills and the capacity to adapt to change in a high-energy, fast-paced environment.

• Initiative, teamwork, and accountability are essential.

🏝️ Benefits

• Opportunity for short-term incentive bonuses.

• Eligibility to participate in an equity-based long-term incentive program (for salaried roles) or receive a retirement contribution (for 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.