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Job Summary:
The Program
Manager is responsible for coordinating the development and execution
program/s across Kuwait. This is a cross – therapeutic role that will
necessitate consultation and ongoing interaction with primarily Patients
Solutions Manager in Manzil and external stakeholders.The manager will
provide subject matter expertise and technical advice to the team members
helping them to address their patients’ personal challenges and needs by
initiating a staff development plan, identifying gaps and initiating process
improvement when needed. The lead applies advanced knowledge of his team role
interactions with the departments and patients, monitor and audit daily
operations of the program. This position is key to delivering an exceptional
customer experience to patients and physicians, ensuring compliance of program.
Key Role
Accountabilities:
· Design,
implement, monitor and manage Patient Support Programs based upon diverse
patient needs and coordination of it as part of the broader program.
· Suggest
optimization of Patient Support Programs and insights for further solutions to
be created to support patients while integratedinto patient support
program.
· In
collaboration with Line Manager: propose development training plan for customer
facing team, propose training related to patient support programs, and 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, and handling of patient inquiries and other queries.
· Provide
oversight and direction with regards to day to day operations, including
monitoring calls volume, home visits and workload to ensure objectives are
achieved.
· Generate
relevant reports on a regular basis as deemed necessary by the department
· Develop/update
Program SOPs and processes when 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, procedures and local regulations.
· Monitor
AE reporting and communicate with PV ASR (Affiliate Safety Representative) to
ensure that:
o AE
is reported promptly to ASR as per local pharmacovigilanceSOPs
o Reports
are prepared and sent on a monthly basis
· Ensure
patients data privacy is 100% protected and confidential information is not
disclosed in any circumstances.
Requirements Education:
· Degree in Pharmacy or Allied Health Care professionals
Experience:
· Minimum
2 years of experience in a managerial position
· Bilingual
(Arabic & English)
· Driving
License is a Must
· Patient
Support Programs experience is an addition
Benefits · As
per the Kuwait Labor Law
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