OneSource Support Specialist (CST)

AstraZeneca • Houston, TX

1d • $82,000 - $124,000 • Remote

About The Position

The OneSource Support Specialist is a high-touch Patient Support Program role within the Patient Services Department, providing personalized support to patients with rare and ultra-rare diseases throughout their treatment journeys. As part of a Regional Care Team, the specialist is the primary point of contact for patients and caregivers, from initial product onboarding through long-term treatment adherence support. The role provides disease-state education, treatment support through community connections, and access support, while helping patients remain on treatment and resolving non-clinical treatment issues in collaboration with internal partners and external stakeholders.

This is a fully remote role based in the United States, supporting the Texas territory. Applicants residing in Texas are invited to apply; candidates within the territory's time zone are preferred. The schedule is 8:30 a.m.–5:00 p.m. CST. The role may require up to 10% travel to existing Alexion sites, with potentially more travel during new-hire and refresher trainings.

Requirements

• Associate degree required.
• At least 3 to 5 years of case management experience, or a recognized equivalent combination of education and experience, such as contact center, nursing, social service support, healthcare customer service, insurance reimbursement, or patient advocacy experience.
• Well-developed communication, collaboration, and problem-solving skills.
• Data-entry and computer-literacy skills.
• Ability to work independently, remain goal-directed, and stay organized.
• Flexibility and ability to adapt to a changing work environment, including ongoing maintenance or training of job-related skills and activities.
• Willingness to adjust work schedules in response to department needs.
• Ability, with or without accommodation, to use a computer; communicate by phone, email, video, and electronic messaging; engage in problem solving, analysis, and dialogue; collaborate with others; and maintain general availability during standard business hours.

Nice To Haves

• Bachelor of Arts or Bachelor of Science degree.
• Patient contact center or patient support program experience.
• Excellent phone communication skills and experience handling phone systems or working in a call-recorded environment.
• Familiarity with legal and regulatory requirements in the pharmaceutical and biotech industries.
• Rare disease experience.
• Deep understanding of insurance coverage and reimbursement processes.
• Familiarity with managed care, especially buy-and-bill therapy and reimbursement for infused therapies.
• Experience assisting patients and caregivers.
• Demonstrated success working in high-performing cross-functional teams.
• Strong empathy, communication, and listening skills.
• Ability to act with urgency, flexibility, and creativity to help patients start therapy quickly.
• Strong organization and ability to adapt to change and respond constructively in a high-energy, fast-paced environment.
• Initiative, teamwork, and accountability.

Responsibilities

• Provide an exceptional initial onboarding experience and long-term adherence support.
• Share information and materials about diseases, diagnoses, community resources, and treatment support.
• Maintain and communicate current knowledge of available resources, including approved external resources.
• Place required welcome calls to introduce the OneSource program and confirm the support patients need or request.
• Communicate Benefit Investigation results to patients and healthcare professionals and help interpret them as needed.
• Inform patients about eligibility for available financial support programs; enroll eligible patients in Alexion programs or refer them to external programs.
• Conduct routine and year-end coverage reverification outreach with patients, caregivers, healthcare providers, insurers, and Alexion colleagues.
• Connect patients with the Alexion patient community and relevant disease advocacy groups.
• Help patients obtain required vaccinations through Alexion or other vaccination locations.
• Document patient interactions in the CRM and other required records to maintain visibility into case status.
• Immediately report adverse events arising during customer interactions in the PV Event Reporting Tool.
• Coordinate healthcare professional needs from case creation and onboarding through product delivery and ongoing product-use support.
• Coordinate with healthcare-professional-facing roles and cross-functional partners to address physician and office staff questions and issues.
• Contact healthcare professionals to confirm requested support or obtain missing information.
• Engage appropriate internal partners to resolve barriers promptly.
• Apply working knowledge of reimbursement processes when communicating with stakeholders during insurance approval, and work with field specialists on denial and appeal support.
• Initiate adherence programs after onboarding and contact patients through the channels and touchpoints defined for product-specific programs.
• Educate patients and caregivers about preparing for and continuing long-term product administration, including when switching between Alexion products.
• Provide emotional support to patients and caregivers regarding ongoing product administration.
• Build compliant, collaborative professional relationships with relevant 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.
• Escalate access issues to appropriate stakeholders and communicate actions needed to resolve pending items promptly.
• Share responsibilities with Alexion colleagues and external partners to support the target patient and healthcare professional experience.
• Participate in appropriate cross-functional activities, such as Hypercare calls, regional cross-functional meetings, and One Alexion meetings.
• Participate in other project work as needed.

Benefits

• Short-term incentive bonus opportunity.
• Eligibility for an equity-based long-term incentive program for salaried roles or a retirement contribution for hourly roles.
• Qualified retirement program, including a 401(k) plan.
• Paid vacation and holidays.
• Paid leaves.
• Medical, prescription drug, dental, and vision coverage, subject to applicable plan terms and conditions.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree