Program Manager

• Ensure short and long-term strategy, integration and coordination of Care Coach programs.
  
• Design, implement, monitor and manage Care Coach programs based upon diverse patient needs and coordination of it as part of the broader program.
  
• Suggest optimization of Care Coach programs and insights for further solutions to be created to support patients while integrated into patient support program.
  
• In collaboration with Line Manger: propose development training plan for customer facing team, propose trainings related to patient care coaching program, act as lead solving problems related to individual patient support issues.
  
• Act as a qualified resource for team members, answering questions and troubleshooting situations of various complexities regarding referral processing, financial assistance and handling of patient inquiries and other queries.
  
• Provide oversight and direction with regards to day to day operations, including monitoring call queue volume, home visits and workload to ensure objectives are achieved.
  
• Discuss with Line Manager if staffing adjustments are needed to maintain service level goals.
  
• Generate relevant reports on a regular basis as deemed necessary by the department.
  
• Secure back up support, as needed, for Care Coached with inbound/outbound calls during peak volume periods in effort to reduce call overflow (if applicable).
  
• Work cross- functionally to identify share opportunities for process and productivity improvement and to troubleshoot and/or resolve situations, taking ownership as needed.
  
• Provide support to the team, as applicable, in quality monitoring and identifying, reporting and coaching quality issues.
  
• Ensure Care Coaches full compliance with policies and procedures.
  
• Monitor AE reporting and communicate with PV ASR (Affiliate Safety Representative) to ensure that:
  
• AE is reported promptly to ASR as per local pharmacovigilance SOPs, in case they happen.
  
• Consolidated data from all Care Coaches and send monthly report to ASR for reconciliation purposes.
  
• When sending reports to the PV team ensure patient information is not disclosed.
  
• Integrate aggregate data, on patient s adherence, to the Line Manager on a monthly basis or as needed.
  
• Ensure patients data privacy is 100% protected and confidential information is not disclosed in any circumstances.
  
• Ensure continuous patient education, motivation and support is provided.
  

Requirements

• Degree in Nursing, Pharmacy or Allied Healthcare Profession
  
• Minimum three (3) years experience in patient support program and managerial level
  
• Preferably bilingual
  
• Driving license is essential
  
• Flexible to handle role across UAE (physically) & GCC country (remotely)
  
• Excellent communicator and strong influencing skills
  
• High sense of integrity and confidentiality
  
• Proficiency with Microsoft Office suite
  
• Proven leadership and coaching skills. Demonstrated ability to lead and participate within a team, manage multiple priorities and meet associated timelines while maintaining accuracy.
  
• Must maintain a positive service image at all times even when dealing with challenging issues and unsatisfied customers.
  
• Proven organizational and problem solving skills, elevating to management when appropriate.
  
• Understanding of patient experience in different therapeutic areas.
  
• Excellent communication and interpersonal skills, including situations of conflict resolution, problem solving and crisis management.
  
• Active listening.
  
• Strong managerial/counseling skills.
  
• Exhibits high level of flexibility when facing changes in the work environment.
  
• Good decision-making skills.
  
• Attention to details.
  
• Ability to prioritize and handle multiple tasks.
  
• Ability in working according to global standards.
  
• Ability to preserve confidentiality or patients data.
  
• Good scientific reporting skills and documentation.