OneSource Support Specialist

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

📋 Description

• Provide outstanding initial onboarding and continuous treatment adherence assistance to patients and caregivers.

• Offer education on disease states, treatment support, community resources, and access assistance for rare and ultra-rare conditions.

• Make introductory calls to present the OneSource program and verify requested assistance.

• Communicate and clarify Benefit Investigation results to patients and healthcare providers.

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

• Conduct routine and year-end coverage re-verification outreach with patients, caregivers, healthcare providers, insurers, and team members.

• Connect patients with the Alexion patient community and pertinent advocacy organizations.

• Assist patients in obtaining necessary vaccinations.

• Record patient interactions and case statuses in CRM and required systems.

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

• Coordinate healthcare provider requirements from case initiation through product delivery and ongoing assistance.

• Collaborate with healthcare provider-facing roles and cross-functional partners to address inquiries and issues.

• Communicate with healthcare providers to verify support needs and gather missing information.

• Address access obstacles and provide support for reimbursement, denials, and appeals.

• Initiate adherence programs and engage with patients through established channels and touchpoints.

• Educate patients and caregivers on product administration, ongoing adherence, and product transitions.

• Provide emotional support to both patients and caregivers.

• Foster compliant professional relationships with both internal and external stakeholders.

• Escalate access challenges and ensure prompt resolution.

• Engage in cross-functional meetings, collaboration efforts, and project work.

⛳️ Requirements

• An Associate's Degree is required.

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

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

• Capability to work independently, be goal-oriented, and maintain excellent organizational skills.

• Flexibility and adaptability to a dynamic work environment are necessary.

• Willingness to modify work schedules based on departmental demands.

• Proficiency in using computers and communicating through 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.

• Exceptional phone communication skills and experience managing phone systems or working in a call-recorded environment.

• Familiarity with the legal and regulatory aspects of the pharmaceutical and biotech industries is beneficial.

• Experience with rare diseases is a plus.

• In-depth knowledge of insurance coverage and reimbursement processes is required.

• Understanding of managed care, buy-and-bill therapy, and reimbursement for infused therapies is desirable.

• Experience in assisting patients and caregivers is essential.

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

• Strong empathetic, communication, and listening abilities are crucial.

• Ability to respond with urgency, flexibility, and creativity.

• Excellent organizational skills and the capability to adapt to changes in a fast-paced environment.

• Demonstrated initiative, teamwork, and accountability are required.

🏝️ Benefits

• Opportunity for short-term incentive bonuses.

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

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

• Paid vacation and holidays.

• Paid leaves.

• Comprehensive health benefits, including medical, prescription drug, dental, and vision coverage.

• Remote work options available.