Patient Liaison, Complement - job 1 of 2

Some opportunities happen only once in a lifetime - like a job where you have the chance to change lives. At Alexion, people living with rare and devastating diseases are our Guiding Star. We are driven to continuously innovate and create meaningful value in all we do to help patients and families fully live their best lives. We value the uniqueness and diversity of our employees and recognize that nurturing the diverse perspectives and strengths of our people translates into innovative breakthroughs for patients.

This position can be remote/virtual, based anywhere in the United States and is designed to specifically support Central time zones (standard hours of operations 9:30am EST to 6:00pm EST). Role may require up to 5% travel to existing Alexion sites.

This is what you will do:

The purpose of this position is to be the long-term patient touchpoint within the Alexion Rare Disease patient journey. The Alexion Patient Liaison is a key home office and/or remote role responsible for engaging patients once on therapy to provide continual educational, logistical, and emotional support to patients through long-term adherence.

The Patient Liaison will deliver against a set cadence of adherence program touchpoints according to patient preference and experiences. They will provide support after initial product dosing as handed off by the Alexion Patient Navigator, offering disease and product education as needed, as well as fostering patient to patient mentorship.

You will be responsible for:

Long-Term Adherence Support (75%)

• Act as the primary point for all patient interactions and communications during long-term product adherence
• 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
• Educate patients on all aspects of Alexion products and the available support, when needed
• Share materials on the disease, diagnosis, and treatment support with patients when required
• Introduce the long-term mentorship program by engaging patients to become mentors to new patients starting therapy
• Facilitate connections between mentors and new patients by introducing each other by providing an overview of the program and dos and don’ts
• Educate prescribed patients and their caregivers regarding how to prepare for and what to expect during the long-term adherence of the Alexion product
• Support the Patient Navigator’s resolution of any potential access and logistical issues impacting reverification and/or drug access
• Provide emotional support for patients and caregivers on continued administration of Alexion products
• Proactively conduct routine and/or year-end reverification of coverage outreach by working with patients and caregivers, healthcare providers, insurance companies, and Alexion colleagues

Internal Engagement and Collaboration (25%)

• Participate in cross-collaborative teams to deliver exceptional patient support engagement and ongoing adherence to therapy
• Troubleshoot and triage issues quickly and pull in the appropriate teams for issue resolution
• Aid in the creative development and management of patient-to-patient mentorship programs
• Coordinate with Patient Navigator and the patient prior to re-verification as well as identify needs to remove any non-clinical barriers such as financial needs
• Navigate CRM system with ease and quickly internalize relevant Alexion business rules, processes, and expectations
• Properly and immediately report Adverse Events during any patient, caregiver, or physician interaction in the PV Event Reporting Tool
• Electronically document execution of adherence program and patient interactions, as well as provide input, feedback, and insights, when necessary, into reporting metrics

You will need to have:

• Minimum of 3 years total business experience in the healthcare/rare disease industry OR recognized equivalent of education and experience (e.g. case management, social service support, insurance reimbursement, patient advocacy, etc.)
• Well-developed, effective communication and problem-solving skills, as well as data entry/computer literacy skills
• The duties of this role are generally conducted in an office environment. As is typical of an office-based role, employees must be able, with or without an accommodation to: use a computer; engage in communications via phone, video, and electronic messaging; engage in problem solving and non-linear thought, analysis, and dialogue; collaborate with others; maintain general availability during standard business hours.

We would prefer for you to have:

• BA/BS Degree is preferred; patient contact center or patient support program experience is a plus
• Familiarity with the relevant legal and regulatory components of the pharmaceutical and biotech industry
• Rare disease experience a plus
• Working understanding of insurance coverage, reimbursement processes, and drug access programs (i.e. bridge programs)
• Understanding and/or management experience of patient-to-patient mentorship programs
• Experience with long-term communication and support of patients/caregivers
• Strong empathetic, communication and listening skills
• Demonstrated success working within cross-functional teams
• Strong organizational skills and ability to adapt to change and react constructively in a high-energy and fast paced environment

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Alexion is a global biopharmaceutical company focused on serving patients and families affected by rare diseases and devastating conditions through the discovery, development and commercialization of life-changing medicines. Headquartered in Boston, Massachusetts, Alexion has offices around the globe and serves patients in more than 50 countries. Further information about Alexion can be found at: www.alexion.com.

Alexion is proud to be an Equal Employment Opportunity and Affirmative Action employer. We are committed to fostering a culture of belonging where every single person can belong because of their uniqueness. The Company will not make decisions about employment, training, compensation, promotion, and other terms and conditions of employment based on race, color, religion, creed or lack thereof, sex, sexual orientation, age, ancestry, national origin, ethnicity, citizenship status, marital status, pregnancy, (including childbirth, breastfeeding, or related medical conditions), parental status (including adoption or surrogacy), military status, protected veteran status, disability, medical condition, gender identity or expression, genetic information, mental illness or other characteristics protected by law. Alexion has taken critical steps to protect colleagues, loved ones, and patients from COVID-19 and its variants. All US-based employees must comply with Alexion's COVID-19 vaccination mandate. Alexion provides exceptions based on applicable state law as well as reasonable accommodations to meet the needs of candidates and employees. To begin an interactive dialogue with Alexion regarding a legally required exemption or accommodation, please contact accommodations@Alexion.com. Alexion participates in E-Verify.

As a leading employer in our industry, Alexion offers a highly competitive package of base and incentive compensation as well as a comprehensive benefits program designed to support the health, wellness and financial security of our employees and their families. Benefits include group medical, vision and dental coverage, group and supplemental life insurance, 401(k) with company match, tuition reimbursement, and much more.

AstraZeneca completed its acquisition of Alexion, marking the creation of Alexion, AstraZeneca Rare Disease. If you're interested in career opportunities with AstraZeneca, click here.