OneSource Support Specialist (MST)

About the role

This is a fully remote role based in the United States. Ideal candidate will reside within the time zone of the support territory, though all qualified candidates will be considered. The hours for this role would be 8:30AM - 5PM MST.

Responsibilities

• Provide exceptional initial onboarding experience and long term adherence support
• Maintain and communicate up-to-date knowledge of the resources available as needed, including approved external resources
• Place the required welcome calls to patients to introduce the OneSource program and confirm required/requested support
• Communicate Benefit Investigation (BI) results with patients and HCP and help interpret them, as needed
• Inform patient of financial support eligibility based on available programs
• Enroll patient in Alexion financial assistance programs as eligible or refer to external support programs as appropriate
• Proactively conduct routine and/or year-end reverification of coverage outreach by working with patients and caregivers, healthcare providers, insurance companies, and Alexion colleagues
• Connect patients to the Alexion patient community and inform them about available advocacy groups for their disease
• Afford emotional support for patients and caregivers on continued administration of Alexion products
• Develop compliant and collaborative professional relationships with all relevant internal and external customers including but not limited to Patient Education Managers, Field Reimbursement Managers, Regional Account Managers, Customer Operations Representatives, Medical Accounts, Access Specialists, Specialty Pharmacies, Site of Care staff, and office coordinators
• Effectively escalate access issues by informing the right stakeholders of actions to be taken to resolve any pending items in a timely manner
• Collaboratively work with and share responsibilities with other Alexion members and external partners members for pull through of the target patient and HCP experience
• Participate in any role appropriate cross functional collaboration work (e.g. Hypercare calls, regional cross functional meetings, One Alexion meetings)
• Participate in other project work as needed

Requirements

• Associates Degree Required
• Minimum of 3 to 5 years Case Management OR recognized equivalent of education and experience (e.g. contact center, nursing, social service support, healthcare customer service, insurance reimbursement, patient advocacy, etc.)
• Well-developed, effective communication, collaboration and problem-solving skills, as well as data entry/computer literacy skills
• Ability to work independently, be goal-directed and have strong organizational skills
• Must be flexible as well as easily adapt to a changing work environment which will require ongoing maintenance/training of job-related skills/activities
• Must be willing to adjust work schedules in response to department needs.

Qualifications

• BA/BS Degree is preferred; patient contact center or patient support program experience is a plus
• Excellence at communicating over the phone and handling phone systems and/or experience in a call recorded environment
• Familiarity with the relevant legal and regulatory components of the pharmaceutical and biotech industry
• Rare disease experience a plus
• Deep understanding of insurance coverage and reimbursement processes
• Familiarity with managed care and particularly “buy and bill” therapy as well as with reimbursement for infused therapies
• Experience dedicated to assisting patients/caregivers
• Demonstrated success working within high performing cross-functional teams
• Strong empathetic, communication and listening skills
• Ability to act with urgency, flexibility, and creativity to quickly get patients on therapy
• Strong organizational skills and ability to adapt to change and react constructively in a high-energy and fast paced environment
• Demonstrates initiative, teamwork, and accountability

Skills

• Excellent communication skills
• Data entry/computer literacy skills
• Flexibility and adaptability
• Problem-solving skills
• Organizational skills
• Urgency and creativity

Benefits

• Short-term incentive bonus opportunity
• Equity-based long-term incentive program (salaried roles)
• Retirement contribution (hourly roles)
• Qualified retirement program [401(k) plan]
• Paid vacation and holidays
• Paid leaves
• Health benefits including medical, prescription drug, dental, and vision coverage

Pay

The annual base salary for this position ranges from $82,000 to $124,000. However, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience.

Schedule

The duties of this role are generally conducted in an office environment. As is typical of an office-based role, employees must be able, with or without an accommodation to: use a computer; engage in communications via phone, email, video, and electronic messaging; engage in problem solving and non-linear thought, analysis, and dialogue; collaborate with others; maintain general availability during standard business hours.