OneSource Support Specialist (PST)

Alexion • Phoenix, AZ

2d • Remote

About The Position

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

This is a fully remote position based in the United States, serving the Arizona territory. Applicants are asked to live in Arizona; candidates in the support territory’s time zone are ideal, though all qualified candidates will be considered. The stated schedule is 8:30 a.m.–5:00 p.m. Eastern Time. The position may require up to 10% travel to existing Alexion sites, with potentially more travel during new-hire and refresher trainings.

The role’s duties are generally conducted in an office environment. Employees must be able, with or without accommodation, to use a computer; communicate by phone, email, video, and electronic messaging; engage in problem solving and analysis; collaborate with others; and maintain general availability during standard business hours.

The annual base salary range is $82,000 to $124,000. Base pay may vary based on factors including market location, job-related knowledge, skills, and experience. The position also offers a short-term incentive bonus opportunity and, for salaried roles, eligibility to participate in an equity-based long-term incentive program. Benefits include a qualified retirement program (401(k)), paid vacation and holidays, paid leaves, and medical, prescription drug, dental, and vision coverage, subject to applicable plan terms.

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, be goal-directed, and maintain strong organizational skills.
• Flexibility and ability to adapt to a changing work environment, including ongoing maintenance and training of job-related skills and activities.
• Willingness to adjust work schedules in response to department needs.
• Ability to perform the stated office-based duties, with or without accommodation, including computer use, electronic communication, problem solving, collaboration, and general availability during standard business hours.

Nice To Haves

• BA/BS degree.
• Patient contact center or patient support program experience.
• Excellence in phone communication and experience handling phone systems or working in a call-recorded environment.
• Familiarity with legal and regulatory components of the pharmaceutical and biotech industry.
• 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 and 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 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 requested or required support.
• Communicate Benefit Investigation results to patients and healthcare providers and help interpret them as needed.
• Inform patients about eligibility for financial support and enroll eligible patients in Alexion financial assistance programs or refer them to external programs.
• 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.
• Document patient interactions in the CRM and other required records to maintain visibility into case status.
• Immediately report Adverse Events during customer interactions using the PV Event Reporting Tool.
• Coordinate healthcare provider needs from case creation and onboarding through product delivery and ongoing product-use support.
• Coordinate with healthcare-provider-facing roles and cross-functional partners to respond to physician and office staff questions and address issues.
• Contact healthcare providers to confirm requested or required support and obtain missing information.
• Engage appropriate internal partners to resolve barriers promptly.
• Apply a working understanding of reimbursement processes when communicating with stakeholders during insurance approval and work with field specialists on denial or appeal support.
• Initiate adherence programs after onboarding and contact patients through defined channels and product-specific touchpoints.
• Educate patients and caregivers about preparing for and what to expect during long-term adherence or when switching between Alexion products.
• Provide emotional support to patients and caregivers regarding continued administration of Alexion products.
• Develop compliant, collaborative professional relationships with 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.
• Collaborate and share responsibilities with Alexion colleagues and external partners to support the patient and healthcare-provider experience.
• Participate in appropriate cross-functional work, including 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.
• Qualified retirement program (401(k) plan).
• Paid vacation and holidays.
• Paid leaves.
• Medical coverage.
• Prescription drug coverage.
• Dental coverage.
• Vision coverage.

What This Job Offers

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