OneSource Support Specialist – MST

This is a fully remote position, open to applicants in Colorado, +4 more states.

📋 Description

• Provide outstanding onboarding and ongoing support for patients and caregivers.

• Offer disease education, community connections, treatment assistance, and access support for patients with rare and ultra-rare diseases.

• Act as the main point of contact for patients and caregivers throughout their treatment journey.

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

• Keep up-to-date knowledge of available and sanctioned external resources.

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

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

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

• Carry out coverage reverification outreach involving patients, caregivers, healthcare providers, insurance companies, and Alexion colleagues.

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

• Assist patients in obtaining necessary vaccinations.

• Document patient interactions in the CRM and maintain precise case records.

• Report Adverse Events using the PV Event Reporting Tool.

• Coordinate healthcare provider requirements from case creation to product delivery and continuous support.

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

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

• Utilize reimbursement knowledge during insurance approvals and coordinate denial/appeal support with field specialists.

• Initiate adherence programs and perform specific product-related patient touchpoints.

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

• Offer emotional support to patients and caregivers.

• Establish compliant relationships with internal and external customers and partners.

• Escalate access challenges to relevant stakeholders.

• Work with Alexion teams and external partners to enhance patient and HCP experiences.

• Engage in Hypercare calls, regional cross-functional meetings, One Alexion meetings, and various project tasks.

⛳️ Requirements

• Associates Degree is required.

• At least 3 to 5 years of experience in Case Management or a recognized equivalent (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 skills.

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

• Flexibility and adaptability to a dynamic work environment, including ongoing training and skill maintenance.

• Willingness to adjust work hours based on departmental needs.

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

• Capable of engaging in problem-solving, analysis, discussion, and teamwork.

• BA/BS Degree is preferred.

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

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

• Experience with rare diseases is an advantage.

• In-depth understanding of insurance coverage and reimbursement processes.

• Knowledge of managed care, "buy and bill" therapy, and reimbursement for infused therapies.

• Experience in assisting patients and caregivers.

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

• Strong empathetic, communication, and listening abilities.

• Ability to act with urgency, adaptability, and creativity to quickly facilitate patient therapy access.

• Strong organizational skills with the ability to thrive in a fast-paced and dynamic environment.

• Demonstrated initiative, teamwork, and accountability.

🏝️ Benefits

• Short-term incentive bonus opportunity.

• 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 leave options.

• Medical coverage.

• Prescription drug coverage.

• Dental coverage.

• Vision coverage.

• Reasonable accommodations for disabilities or special needs.