OneSource Support Specialist

Job not on LinkedIn

🔥 7 minutes ago

🌵 Arizona – Remote

🌵 Arizona – Remote

💵 $82k - $124k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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AstraZeneca

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1999

🏥 Healthcare

🧬 Biotechnology

💊 Pharmaceuticals

💰 Post-IPO Debt on 2023-02

Healthcare • Biotechnology • Pharmaceuticals

AstraZeneca is a global, science-led biopharmaceutical company that focuses on the discovery, development, and commercialization of prescription medicines. It primarily works in areas of oncology, cardiovascular, renal & metabolism, and respiratory diseases. With operations in over 100 countries, AstraZeneca is dedicated to scientific research and a commitment to providing effective treatments and improving patient health across a wide array of conditions.

📋 Description

• Provide high-touch, personalized support to patients and caregivers throughout the Alexion Rare Disease patient journey • Deliver initial product onboarding and long-term treatment adherence support • Provide disease-state education, treatment support through community connections, and access support • Place welcome calls to introduce the OneSource program and confirm support needs • Communicate Benefit Investigation results to patients and healthcare providers and help interpret them • Inform patients about financial support eligibility and enroll eligible patients in Alexion assistance programs • Conduct routine and year-end coverage reverification outreach with patients, caregivers, healthcare providers, insurers, and Alexion colleagues • Connect patients with the Alexion patient community and disease advocacy groups • Assist patients in receiving required vaccinations • Document patient interactions in the CRM and maintain required records • Report adverse events in the PV Event Reporting Tool • Coordinate healthcare provider needs from case creation through product delivery and ongoing support • Respond to physician and office staff questions and address issues with cross-functional partners • Obtain missing information from healthcare providers • Resolve access barriers and support insurance denials and appeals with appropriate field specialists • Initiate adherence programs and connect with patients through defined product-specific channels • Educate patients and caregivers about long-term product administration and product switching • Provide emotional support to patients and caregivers • Build compliant relationships with internal and external stakeholders, including patient education, reimbursement, account management, pharmacy, and site-of-care teams • Escalate access issues and coordinate timely resolution • Participate in cross-functional meetings, Hypercare calls, One Alexion meetings, and other project work

🎯 Requirements

• Associate's Degree required • Minimum of 3 to 5 years Case Management or recognized equivalent of education and experience, such as contact center, nursing, social service support, healthcare customer service, insurance reimbursement, or patient advocacy • Well-developed communication, collaboration, and problem-solving skills • Data entry and computer literacy skills • Ability to work independently, be goal-directed, and maintain strong organizational skills • Flexibility and ability to adapt to a changing work environment • Willingness to adjust work schedules in response to department needs • Ability to use a computer and communicate via phone, email, video, and electronic messaging • BA/BS Degree preferred • Patient contact center or patient support program experience is a plus • Excellence communicating over the phone and handling phone systems and/or experience in a call recorded environment • Familiarity with legal and regulatory components of the pharmaceutical and biotech industry • Rare disease experience is a plus • Deep understanding of insurance coverage and reimbursement processes • Familiarity with managed care, buy-and-bill therapy, and reimbursement for infused therapies • Experience assisting patients and 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 in a high-energy, fast-paced environment • Initiative, teamwork, and accountability • Must live in the state of Arizona • Must maintain general availability during standard business hours

🏖️ Benefits

• Short-term incentive bonus opportunity • Equity-based long-term incentive program for salaried roles or retirement contribution for hourly roles • Qualified retirement program (401(k) plan) • Paid vacation and holidays • Paid leaves • Medical, prescription drug, dental, and vision coverage • Fully remote work arrangement • Up to 10% travel to existing Alexion sites; travel may be higher during new hire and refresher trainings

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