OneSource Support Specialist (EST)

AstraZeneca • Chesapeake, VA

1d • $82,000 - $124,000 • Remote

About The Position

The OneSource Support Specialist is a high-touch Patient Support Program (PSP) role within the Patient Services Department, focused on providing exceptional, personalized support to patients throughout 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 also supports treatment compliance and resolves non-clinical treatment issues through communication and collaboration with internal partners and external stakeholders.

This is a fully remote role based in the United States. Candidates ideally reside within the support territory's time zone, although all qualified candidates will be considered. The scheduled hours are 8:30 a.m. to 5:00 p.m. EST. The role may require up to 10% travel to existing Alexion sites; travel may be higher during new-hire and refresher trainings. The duties are generally conducted in an office environment, and the employee must maintain general availability during standard business hours.

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 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, 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 industry.
• 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 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.
• Make required welcome calls to introduce the OneSource program and confirm requested or required patient support.
• Communicate Benefit Investigation results to patients and healthcare providers 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 support 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 and maintain required records in the CRM and other systems to provide 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 appropriate healthcare-provider-facing roles and cross-functional partners to respond to physician and office-staff questions and resolve issues.
• Contact healthcare providers to confirm requested or required support and obtain missing information.
• Consult and engage appropriate internal cross-functional partners to resolve barriers promptly.
• Maintain an understanding of reimbursement processes, communicate with internal and external stakeholders while insurance approval is pending, and work with field specialists on denial and 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 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 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 the appropriate stakeholders and communicate actions needed to resolve pending items promptly.
• Share responsibilities with Alexion colleagues and external partners to support 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 to receive a retirement contribution for hourly roles.
• Qualified retirement program (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