OneSource Support Specialist

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

📋 Description

• Provide tailored support to patients and caregivers throughout the Alexion Rare Disease treatment experience.

• Facilitate initial product onboarding and ongoing treatment adherence assistance.

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

• Conduct introductory calls and verify necessary or requested support.

• Communicate the outcomes of benefit investigations and clarify them for patients and healthcare professionals.

• Inform patients regarding financial support eligibility and enroll qualified patients in assistance programs.

• Carry out coverage reverification outreach with patients, caregivers, healthcare providers, insurers, and Alexion colleagues.

• Connect patients with Alexion communities and advocacy groups for their disease.

• Assist patients in obtaining necessary vaccinations.

• Record patient interactions and case status in CRM and required documentation.

• Report adverse events using the PV Event Reporting Tool.

• Coordinate the needs of healthcare professionals from case creation through product delivery and ongoing assistance.

• Address questions from physicians and office staff and gather any missing information.

• Collaborate with cross-functional partners to overcome access and treatment obstacles.

• Utilize reimbursement knowledge during insurance approvals and coordinate support for denials or appeals.

• Launch adherence programs and maintain established patient touchpoints.

• Educate patients and caregivers on product administration and switching between products.

• Provide emotional support to patients and their caregivers.

• Cultivate compliant relationships with both internal and external stakeholders.

• Escalate access issues and ensure timely resolutions.

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

⛳️ 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.).

• Strong communication, collaboration, problem-solving, data entry, and computer literacy skills.

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

• Flexibility and adaptability to a dynamic work environment.

• Willingness to modify work schedules based on departmental needs.

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

• A BA/BS Degree is preferred.

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

• Excellence in phone communication and familiarity with phone systems or experience in a recorded call environment.

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

• Experience with rare diseases is a plus.

• In-depth knowledge 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 collaborating within high-performing cross-functional teams.

• Strong empathetic, communication, and listening abilities.

• Capacity to act with urgency, flexibility, and creativity.

• Excellent organizational skills and the ability to adapt to changes in a high-energy, fast-paced setting.

• Demonstrated initiative, teamwork, and accountability.

🏝️ Benefits

• Opportunity for short-term incentive bonuses.

• Eligibility for equity-based long-term incentive programs (for salaried roles) or retirement contributions (for hourly roles).

• Access to a qualified retirement program (401(k) plan).

• Paid vacation and holidays.

• Paid leaves.

• Medical coverage.

• Prescription drug coverage.

• Dental coverage.

• Vision coverage.

• Reasonable accommodations for disabilities or special needs.