OneSource Support Specialist, C5 Team

This is a fully remote role based in the United States. The hours for this role may vary depending on business coverage needed, however hours will default to 8:30 AM EST-5:00 PM EST. Role may require up to 10% travel. Travel needs may be higher for periodic trainings and/or as business needs.

This is what you will do:
The Alexion Patient Services C5 OSS role is a key patient-facing role that supports OneSource Support Specialist responsibilities when there are gaps or other needs in territory coverage. This role will be responsible for executing on C5 task/activities spanning from patient welcome and enrollment to onboarding tasks, providing educational, logistical, and emotional support to patients through long-term adherence care plan tasks, to supporting onboarding and precepting of new OSS team members.  The OSS may need to pivot daily between onboarding or adherence activities and/or be asked to work in a different territory day to day as determined by the current operational needs of the team or may be asked to support longer term coverage in a given territory. Strong prioritization skills, working with urgency and flexibility are key to success in this role. 

You will be responsible for:
•    Providing exceptional initial onboarding experience and long-term adherence support to patients
•    Sharing materials on the disease, diagnosis, community resources and treatment support 
•    Maintaining and communicating up-to-date knowledge of the resources available as needed, including approved external resources
•    Placing the required welcome calls to patients to introduce the OneSource program and confirm required/requested support
•    Communicating Benefit Investigation (BI) results with patients and HCP and help interpret them, as needed
•    Informing patients of financial support eligibility based on available programs
•    Enrolling patients in Alexion financial assistance programs as eligible or refer to external support programs as appropriate
•    Proactively conducting routine and/or year-end reverification of coverage outreach by working with patients and caregivers, healthcare providers, insurance companies, and Alexion colleagues
•    Connecting patients to the Alexion patient community and inform them about available advocacy groups for their disease
•    Assisting patients in receiving required vaccinations either through Alexion or other vaccination locations
•    Efficiently navigating CRM documentation and other required record keeping during all patient interactions as to maintain high visibility into patient case status 
•    Properly and immediately reporting Adverse Events during any customer interactions in the PV Event Reporting Tool
•    Acting as the primary coordinator of all HCP needs across onboarding from case creation to product delivery and ongoing support through lifetime of product use
•    Coordinating with other appropriate HCP facing roles and cross functional partners to respond to questions from physicians and office staff and address any issues 
•    Communicating with HCPs to confirm required/requested support or obtain missing information
•    Proactively and effectively consulting with and engaging 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
•    Triggering initiation of adherence program on conclusion of onboarding and connecting with patients through defined channels for the determined touchpoints based on product-specific programs
•    Educating 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
•    Providing emotional support for patients and caregivers on continued administration of Alexion products

Will also be crucial to:
•    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 members for pull through of the target patient and HCP experience
•    Participate in project related work based on operational needs
•    Participate in any role appropriate cross functional collaboration work including but not limited to, acting as a liaison to other depts, facilitating and scheduling meetings and planning and preparing presentations  
•    Support the orientation needs of new OneSource Support Specialists

You will need to have:
•    Associates Degree is required
•    Minimum of 1 year in Patient Services
•    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
•    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.
We would prefer for you to have:
•    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
•    Deep understanding of insurance coverage and reimbursement processes
•    Familiarity and comfort level with managed care, patient access and reimbursement processes for infused therapies
•    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

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). Benefits offered included a qualified retirement program [401(k) plan]; paid vacation and holidays; paid leaves; and, health benefits including medical, prescription drug, dental, and vision coverage in accordance with the terms and conditions of the applicable plans. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors. 

Date Posted

Closing Date

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.