OneSource Support Specialist (PST)

This territory covers Washington, Idaho & Montana. 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 are 8:30 AM – 5:00 PM PST (11:30 AM – 8:00 PM EST). Role may require up to 10% travel to existing Alexion sites, with potentially higher travel needs during new hire and refresher trainings.

About the role

The OneSource Support Specialist is a high-touch Patient Support Program (PSP) role within the Patient Services Department, centered on delivering exceptional and personalized support to patients within the Alexion Rare Disease patient journey. Working as part of a Regional Care Team, the OneSource Support Specialist serves as the primary point of contact to patients and caregivers throughout their treatment journey—from initial onboarding of product through long-term customized treatment adherence support. Specialists provide disease state education, treatment support through community connections, and access support for patients with rare and ultra-rare diseases. They ensure patient treatment compliance and resolve non-clinical treatment issues through communication and collaboration with internal cross-functional partners and external stakeholders.

Responsibilities

• Provide an exceptional initial onboarding experience and long-term adherence support.
• Share materials on disease, diagnosis, community resources, and treatment support.
• Maintain and communicate up-to-date knowledge of available resources, including approved external resources.
• Place required welcome calls to patients to introduce the OneSource program and confirm requested support.
• Communicate Benefit Investigation (BI) results with patients and healthcare providers (HCPs) and help interpret them as needed.
• Inform patients of financial support eligibility based on available programs.
• Enroll patients 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, caregivers, HCPs, insurance companies, and Alexion colleagues.
• Connect patients to the Alexion patient community and inform them about available advocacy groups for their disease.
• Assist patients in receiving required vaccinations either through Alexion or other vaccination locations.
• Efficiently navigate CRM documentation and other required record-keeping during all patient interactions 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 throughout the lifetime of product use.
• Coordinate with 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 appropriate internal cross-functional partners to resolve barriers quickly.
• Maintain a working understanding of the reimbursement process and leverage knowledge to communicate with stakeholders while insurance approval is being obtained; work with field specialists for denial/appeal support.
• Trigger initiation of adherence programs on conclusion of onboarding and connect with patients through defined channels for determined touchpoints based on product-specific programs.
• Educate prescribed patients and caregivers on how to prepare for and what to expect during long-term adherence to Alexion products or switching between Alexion products.
• Provide emotional support for patients and caregivers on continued administration of Alexion products.
• Develop compliant and collaborative professional relationships with internal and external customers, including 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 resolve pending items in a timely manner.
• Collaboratively work with and share responsibilities with other Alexion team members and external partners to ensure the target patient and HCP experience.
• Participate in role-appropriate cross-functional collaboration (e.g., Hypercare calls, regional cross-functional meetings, One Alexion meetings).
• Participate in other project work as needed.

Requirements

• Associate’s degree required.
• Minimum of 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).
• Well-developed, effective communication, collaboration, and problem-solving skills, as well as data entry and computer literacy.
• Ability to work independently, be goal-directed, and have strong organizational skills.
• Flexibility and adaptability to a changing work environment, including ongoing maintenance and training of job-related skills.
• Willingness to adjust work schedules in response to department needs.
• Duties are generally conducted in an office environment. Must be able 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; and maintain general availability during standard business hours.

Qualifications (Preferred)

• BA/BS degree.
• Patient contact center or patient support program experience.
• Excellence in communicating over the phone, handling phone systems, and/or experience in a call-recorded environment.
• Familiarity with the legal and regulatory components of the pharmaceutical and biotech industry.
• Rare disease experience.
• Deep understanding of insurance coverage and reimbursement processes.
• Familiarity with managed care, particularly “buy and bill” therapy, as well as reimbursement for infused therapies.
• Experience dedicated to assisting patients and 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, fast-paced environment.
• Demonstrates initiative, teamwork, and accountability.

Pay

The annual base salary for this position ranges from $82,000 to $124,000. Base pay offered may vary depending on market location, job-related knowledge, skills, and experience. The position also offers a short-term incentive bonus opportunity and eligibility to participate in an equity-based long-term incentive program (for salaried roles) or receive a retirement contribution (for hourly roles).

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.