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OneSource Support Specialist - PST

Location Wilmington, Delaware, United States Job ID R-202111 Date posted 03/07/2024

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 - 5:00PM PST (Pacific Time Zone) Role may require up to 10% travel to existing Alexion sites. Travel needs may be higher during new hire trainings and refresher trainings.  

This is what you will do:
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. OneSource Support Specialist provide disease state education, treatment support through community connections, and access support for patients with rare and ultra-rare diseases. OneSource Support Specialist ensure patient treatment compliance and provide resolutions to non-clinical treatment issues for patients through communication and collaboration with both internal cross-functional partners and external stakeholders.

You will be responsible for:
•    Providing 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
•    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 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

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 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 

You will need to have:
•    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.
•    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
•    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

AstraZeneca embraces diversity and equality of opportunity. We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills. We believe that the more inclusive we are, the better our work will be. We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics. We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorization and employment eligibility verification requirements.

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