OneSource Support Specialist (EST)

Alexion Pharmaceuticals-posted 9 months ago
Remote • Wilmington, DE
Chemical Manufacturing
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This is a fully remote role based in the United States. The ideal candidate will reside within the EST time zone of the support territory, though all qualified candidates will be considered. The hours for this role are 8:30 AM EST - 5:00 PM EST. The role may require up to 10% travel to existing Alexion sites, with travel needs potentially higher during new hire trainings and refresher trainings. The OneSource Support Specialist is a high-touch Patient Support Program (PSP) role within the Patient Services Department, focused on delivering exceptional and personalized support to patients within the Alexion Rare Disease patient journey. As part of a Regional Care Team, the OneSource Support Specialist serves as the primary point of contact for patients and caregivers throughout their treatment journey, from initial onboarding of the product through long-term customized treatment support. They provide disease state education, treatment support through community connections, and access support for patients with rare and ultra-rare diseases. The OneSource Support Specialist ensures patient treatment compliance and resolves non-clinical treatment issues through communication and collaboration with both internal cross-functional partners and external stakeholders.

  • Providing exceptional initial onboarding experience and long-term 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 weekly 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 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 the 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 a 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 support 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 support 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
  • 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
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