OneSource Support Specialist, C5 Team

Overview

This is a fully remote role based in the United States. The hours for this role may vary depending on business coverage needed; hours default to 8:30 AM EST–5:00 PM EST. Role may require up to 10% travel. Travel needs may be higher for periodic trainings and/or as business needs.

The Alexion Patient Services C5 OSS role is a key patient-facing position that supports One Source Support Specialist responsibilities when there are gaps or other needs in territory coverage. This role will execute C5 tasks/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, and 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.

• 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 One Source 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 informing 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 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…