Job Description

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 integrated into 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 pharmacovigilance SOPs

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