OneSource Support Specialist, C5 Team

AstraZeneca

12d•Remote

About The Position

The Alexion Patient Services C5 OSS role is a key patient-facing role that supports OneSource Support Specialist responsibilities when there are gaps or other needs in territory coverage. This role will be responsible for executing on C5 task/activities spanning from patient welcome and enrollment to onboarding tasks, providing educational, logistical, and emotional support to patients through long-term adherence care plan tasks, to supporting onboarding and precepting of new OSS team members. The OSS may need to pivot daily between onboarding or adherence activities and/or be asked to work in a different territory day to day as determined by the current operational needs of the team or may be asked to support longer term coverage in a given territory. Strong prioritization skills, working with urgency and flexibility are key to success in this role.

Requirements

Associates Degree is required
Minimum of 1 year in Patient Services
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.

Nice To Haves

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
Deep understanding of insurance coverage and reimbursement processes
Familiarity and comfort level with managed care, patient access and reimbursement processes for infused therapies
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

Responsibilities

Providing exceptional initial onboarding experience and long-term adherence support to patients
Sharing materials on the disease, diagnosis, community resources and treatment support
Maintaining and communicating up-to-date knowledge of the resources available as needed, including approved external resources
Placing the required welcome calls to patients to introduce the OneSource program and confirm required/requested support
Communicating Benefit Investigation (BI) results with patients and HCP and help interpret them, as needed
Informing patients of financial support eligibility based on available programs
Enrolling patients in Alexion financial assistance programs as eligible or refer to external support programs as appropriate
Proactively conducting routine and/or year-end reverification of coverage outreach by working with patients and caregivers, healthcare providers, insurance companies, and Alexion colleagues
Connecting patients to the Alexion patient community and inform them about available advocacy groups for their disease
Assisting patients in receiving required vaccinations either through Alexion or other vaccination locations
Efficiently navigating CRM documentation and other required record keeping during all patient interactions as to maintain high visibility into patient case status
Properly and immediately reporting Adverse Events during any customer interactions in the PV Event Reporting Tool
Acting as the primary coordinator of all HCP needs across onboarding from case creation to product delivery and ongoing support through lifetime of product use
Coordinating with other appropriate HCP facing roles and cross functional partners to respond to questions from physicians and office staff and address any issues
Communicating with HCPs to confirm required/requested support or obtain missing information
Proactively and effectively consulting with and engaging 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
Triggering initiation of adherence program on conclusion of onboarding and connecting with patients through defined channels for the determined touchpoints based on product-specific programs
Educating 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
Providing emotional support for patients and caregivers on continued administration of Alexion products
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 members for pull through of the target patient and HCP experience
Participate in project related work based on operational needs
Participate in any role appropriate cross functional collaboration work including but not limited to, acting as a liaison to other depts, facilitating and scheduling meetings and planning and preparing presentations
Support the orientation needs of new OneSource Support Specialists