Case Manager, Metabolics; EST

Remote position supporting Eastern Time Zone (8:30am EST – 5:00pm EST) with occasional patient meetings and health care professional (HCP) office support, up to 6x/year outside standard hours. Up to 15% potential travel to Alexion sites and off-site meetings, patient and HCP engagements by request and when appropriate. Start date as soon as possible.

This is a high-touch Patient Services role centered on delivering personalized support to patients within the Alexion Rare Disease patient journey. The Case Manager (CM) serves as the primary point of contact to patients and caregivers throughout their treatment journey—from onboarding, interim treatment coordination, to long-term customized treatment adherence support. CMs provide disease state education, treatment support, and access for patients with rare and ultra-rare diseases.

CMs ensure patient treatment compliance and provide resolutions to treatment issues for patients through communication and collaboration with internal and external stakeholder partners.

• Patient’s Initial and Long-term Support:
  Provide initial and ongoing patient interactions to address questions and integrate therapy into their daily lives
• Act as the primary point of contact for case management and onboarding activities specific to the patient
• Place Welcome Calls:
  After case creation in the CRM, place the required welcome calls to patient (and HCP in coordination with SP vendor) and introduce the program or confirm required support respectively
• Share Disease, Product & Program Education Materials:
  Share materials on disease, diagnosis, and treatment support with patients
• Introduce Patient Community:
  During the first touchpoint, connect the patient to the ALXN patient community and inform them about available advocacy groups for the indication
• Communicate Benefits Investigation Results:
  On receiving BI results from the SP vendor, contact the patient and share results
• Coordinate Injection Training Support:
  Assist patients in receiving in-home or virtual injection training assistance during first injection and coordinate follow-up service as needed for the second round of injection training (also offer infusion support)
• Conduct Adherence Program Touchpoints:
  Trigger initiation of adherence program on conclusion of onboarding and connect with patients through defined channels for the determined touchpoints based on product-specific programs
• Execute Mentorship Program:
  Engage appropriate patients to become mentors if desired to new patients starting therapy and enable them to connect
• Support Patients who Restart on Treatment:
  Reconnect with patients who have lapsed and decided to restart on treatment, offer support services
• Conduct Annual BI Communications with patients
• Document and record interactions to maintain visibility into patient case status and facilitate resolution processes
• Report Adverse Events promptly during any customer interactions in the PV Event Reporting Tool

• Develop compliant and collaborative professional relationships with internal and external customers including Field Reimbursement Managers, Regional Account Managers, Customer Operations Representatives, medical accounts, Funding Specialists, Access Specialists, Specialty Pharmacies, site of care staff, and office coordinators
• Escalate access issues by informing the right stakeholders of actions to resolve pending items in a timely manner
• Collaborate with Alexion members and external partners for pull-through of the target patient and HCP experience

• Develop compliant and collaborative professional relationships with external vendor partners such as Panthe Rx SP Enhanced Services, Ashfield In-Home Injection Trainers, Product Storage Service vendors, Sharps Disposal service vendors, and Copay and BI support vendors
• Escalate vendor service issues that may impact patients by informing internal stakeholders and taking actions to resolve issues promptly
• Collaborate with external vendor partners to optimize and enhance the patient and HCP experience