OneSource Support Specialist

🔥 0 minutes ago

🥔 Idaho, Montana, +1 more states – Remote

🥔 Idaho – Remote 🦬 Montana – Remote ☕ Washington – Remote

💵 $82k - $124k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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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 exceptional initial onboarding and long-term adherence support to patients and caregivers • Share disease, diagnosis, community resource, and treatment support materials • Maintain and communicate current knowledge of available and approved external resources • Place welcome calls to introduce the OneSource program and confirm required/requested support • Communicate and interpret Benefit Investigation results with patients and healthcare professionals as needed • Inform patients about financial support eligibility and enroll eligible patients in Alexion assistance programs or refer them to external 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 relevant advocacy groups • Assist patients in receiving required vaccinations • Document patient interactions in CRM and maintain required records • Immediately report Adverse Events in the PV Event Reporting Tool • Coordinate HCP needs from case creation through product delivery and ongoing support • Coordinate with HCP-facing roles and cross-functional partners to answer physician and office staff questions and resolve issues • Communicate with HCPs to confirm support needs or obtain missing information • Engage internal cross-functional partners to resolve barriers • Apply reimbursement-process knowledge while insurance approval is obtained and work with field specialists on denial/appeal support • Initiate adherence programs after onboarding and connect with patients through defined channels and product-specific touchpoints • Educate patients and caregivers about long-term adherence and product switching • Provide emotional support to patients and caregivers • Develop compliant, collaborative relationships with internal and external stakeholders • Escalate access issues to appropriate stakeholders for timely resolution • Share responsibilities with Alexion members and external partners to deliver the target patient and HCP experience • Participate in cross-functional activities, meetings, calls, and project work as needed

🎯 Requirements

• 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 • Data entry/computer literacy skills • Ability to work independently, be goal-directed and have strong organizational skills • Flexibility and ability to adapt to a changing work environment • Ongoing maintenance/training of job-related skills/activities • Willingness to adjust work schedules in response to department needs • Ability to use a computer and communicate via phone, email, video, and electronic messaging • Ability to engage in problem solving, analysis, dialogue, and collaboration • 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 relevant 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/caregivers • Demonstrated success working within high performing cross-functional teams • Strong empathetic, communication and listening skills • Ability to act with urgency, flexibility, and creativity • Strong organizational skills and ability to adapt to change in a high-energy, fast-paced environment • Initiative, teamwork, and accountability

🏖️ Benefits

• Short-term incentive bonus opportunity • Eligibility to participate in equity-based long-term incentive program (salaried roles) or receive a retirement contribution (hourly roles) • Qualified retirement program [401(k) plan] • Paid vacation and holidays • Paid leaves • Medical coverage • Prescription drug coverage • Dental coverage • Vision coverage • Fully remote work arrangement • Up to 10% travel to existing Alexion sites