OneSource Support Specialist (CST)

What you will do

The OneSource Support Specialist is a high-touch Patient Support Program (PSP) role within the Patient Services Department centered on delivering exceptional and personalized support to patients within the Alexion Rare Disease patient journey. Working as part of a Regional Care Team, the OneSource Support Specialist serves as the primary point of contact to patients and caregivers throughout their treatment journey from initial onboarding of product through long-term customized treatment adherence support.

Responsibilities

• Providing exceptional initial onboarding experience and long term adherence support
• Share materials on the disease, diagnosis, community resources and treatment support
• Maintain and communicate up-to-date knowledge of the resources available as needed, including approved external resources
• Place the required welcome calls to patients to introduce the OneSource program and confirm required/requested support
• Communicate Benefit Investigation (BI) results with patients and HCP and help interpret them, as needed
• Inform patient of financial support eligibility based on available programs
• Enroll patient in Alexion financial assistance programs as eligible or refer to external support programs as appropriate
• Proactively conduct routine and/or year-end reverification of coverage outreach by working with patients and caregivers, healthcare providers, insurance companies, and Alexion colleagues
• Connect patients to the Alexion patient community and inform them about available advocacy groups for their disease
• Assist patients in receiving required vaccinations either through Alexion or other vaccination locations
• Efficiently navigate CRM documentation and other required record keeping during all patient interactions
• Properly and immediately report Adverse Events during any customer interactions in the PV Event Reporting Tool
• Act as the primary coordinator of all HCP needs across onboarding from case creation to product delivery and ongoing support
• Coordinate with other appropriate HCP facing roles and cross functional partners to respond to questions from physicians and office staff
• Communicate with HCPs to confirm required/requested support or obtain missing information
• Proactively and effectively consult with and engage the appropriate internal cross functional partners to resolve barriers quickly
• Maintain working understanding of the reimbursement process and work with appropriate field specialists for denial/appeal support
• Trigger initiation of adherence program on conclusion of onboarding and connect with patients through defined channels
• Educate prescribed patients and their caregivers regarding how to prepare for and what to expect during long-term adherence
• Provide 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
• Effectively escalate access issues by informing the right stakeholders of actions to be taken
• Collaboratively work with and share responsibilities with other Alexion members and external partners
• Participate in role appropriate cross functional collaboration work
• Participate in other project work as needed

You will need to have

• Associates Degree Required
• Minimum of 3 to 5 years Case Management OR recognized equivalent of education and experience (e.g. contact center, nursing, social service support, healthcare customer service, insurance reimbursement, patient advocacy, etc.)
• 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
• Must be willing to adjust work schedules in response to department needs

We would prefer for you to have

• 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
• Rare disease experience a plus
• Deep understanding of insurance coverage and reimbursement processes
• Familiarity with managed care and particularly buy and bill therapy as well as with reimbursement for infused therapies
• Experience dedicated to assisting patients/caregivers
• 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
• Demonstrates initiative, teamwork, and accountability