OneSource Support Specialist (PST)

About the role

This is a fully remote role based in the United States. Ideal candidates will reside within the time zone of the support territory, though all qualified candidates will be considered. The hours for this role would be 11:30AM - 8PM EST (8:30AM-5PM PST). Role may require up to 10% travel to existing Alexion sites.

Responsibilities

• Provide exceptional initial onboarding experience and long term adherence support
• Share materials on the disease, diagnosis, community resources and treatment 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 patients with required vaccinations either through Alexion or other vaccination locations
• Efficiently navigate CRM documentation and other required record keeping during all patient interactions as to maintain high visibility into patient case status
• Properly and immediately report Adverse Events during any customer interactions in the PV Event Reporting Tool
• Act as the primary coordinator of all HCP needs across onboarding from case creation to product delivery and ongoing support through lifetime of product use
• Coordinate with other appropriate HCP facing roles and cross functional partners to respond to questions from physicians and office staff and address any issues
• Communicate with HCPs to confirm required/requested support or obtain missing information
• Proactively and effectively consult with and engage the appropriate internal cross functional partners to resolve barriers quickly
• Maintain working understanding of the reimbursement process, and leverage knowledge to communicate with internal and external stakeholders while insurance approval is being obtained and work with appropriate field specialists for denial/appeal support
• Trigger initiation of adherence program on conclusion of onboarding and connect with patients through defined channels for the determined touchpoints based on product-specific programs
• Educate prescribed patients and their caregivers regarding how to prepare for and what to expect during the long-term adherence of the Alexion product or switching from one Alexion product to another
• Provide emotional support for patients and caregivers on continued administration of Alexion products

Requirements

• Associates Degree or relevant work experience
• 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
• Able 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

Benefits

• Qualified retirement program [401(k) plan]
• Paid vacation and holidays
• Paid leaves
• Health benefits including medical, prescription drug, dental, and vision coverage in accordance with the terms and conditions of the applicable plans

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. In addition, our positions offer a short-term incentive bonus opportunity; eligibility to participate in our equity-based long-term incentive program (salaried roles) or to receive a retirement contribution (hourly roles).

Schedule

The hours for this role would be 11:30AM - 8PM EST (8:30AM-5PM PST). Role may require up to 10% travel to existing Alexion sites.

Company Information

Our mission is to build an inclusive environment where equal employment opportunities are available to all applicants and employees. In furtherance of that mission, we welcome and consider applications from all qualified candidates, regardless of their protected characteristics. If you have a disability or special need that requires accommodation, please complete the corresponding section in the application form.

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