OneSource Support Specialist (CST)

AstraZeneca • Dallas, TX

1d • $82,000 - $124,000 • Remote

About The Position

The OneSource Support Specialist is a high-touch Patient Support Program role in the Patient Services Department, focused on personalized support for patients in the Alexion Rare Disease patient journey. 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, customized treatment-adherence support. The role provides disease-state education, treatment support through community connections, and access support for patients with rare and ultra-rare diseases. It supports treatment compliance and resolves non-clinical treatment issues through collaboration with internal partners and external stakeholders.

This fully remote role is based in the United States and supports the Texas territory. The ideal candidate resides within the support territory's time zone, and candidates living in Texas are encouraged to apply. The schedule is 8:30 a.m.–5:00 p.m. EST. Travel to existing Alexion sites may be required up to 10%, with potentially greater travel during new-hire and refresher training.

Requirements

• Associate degree required.
• Minimum of 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 demonstrate strong organizational skills.
• 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 with phone systems or in a call-recorded environment.
• Familiarity with legal and regulatory components of the pharmaceutical and biotechnology industries.
• Rare disease experience.
• Deep understanding of insurance coverage and reimbursement processes.
• Familiarity with managed care, particularly buy-and-bill therapy and reimbursement for infused therapies.
• Experience dedicated to assisting patients or caregivers.
• Demonstrated success working within high-performing cross-functional teams.
• Strong empathy, communication, and listening skills.
• Ability to act with urgency, flexibility, and creativity to help patients get on therapy quickly.
• Strong organizational skills 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 materials about the disease, diagnosis, 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 patients' required or requested support.
• Communicate Benefit Investigation results to patients and healthcare providers and help interpret them as needed.
• Inform patients of their eligibility for available financial support programs.
• Enroll eligible patients in Alexion financial assistance programs or refer them to appropriate external support programs.
• Proactively conduct routine and year-end coverage reverification outreach with patients, caregivers, healthcare providers, insurance companies, and Alexion colleagues.
• Connect patients with the Alexion patient community and inform them about relevant disease advocacy groups.
• Assist patients in receiving required vaccinations through Alexion or other vaccination locations.
• Maintain CRM documentation and other required records during patient interactions to ensure visibility into case status.
• Immediately report adverse events arising during customer interactions in the PV Event Reporting Tool.
• Coordinate healthcare provider needs from case creation through product delivery and ongoing support throughout the product-use journey.
• Coordinate with appropriate healthcare-provider-facing roles and cross-functional partners to answer questions from physicians and office staff and address issues.
• Communicate with healthcare providers to confirm requested support or obtain missing information.
• Consult and engage appropriate internal cross-functional partners to resolve barriers promptly.
• Maintain a working understanding of reimbursement processes and communicate with internal and external stakeholders while insurance approval is obtained; work with appropriate field specialists on denial and appeal support.
• Initiate adherence programs at the end of onboarding and contact patients through defined channels and product-specific touchpoints.
• Educate prescribed patients and caregivers about preparing for and what to expect during long-term adherence to an Alexion product or a switch between Alexion products.
• Provide emotional support to patients and caregivers regarding continued administration of Alexion products.
• Develop 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 effectively by notifying appropriate stakeholders of actions needed to resolve pending items promptly.
• Collaborate and share responsibilities with Alexion colleagues and external partners to deliver the intended patient and healthcare-provider 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 to participate in an equity-based long-term incentive program for salaried roles or receive 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 benefits, subject to applicable plan terms and conditions.

What This Job Offers

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