Job Description

Manzil Healthcare is searching for a Program Manager - Disease Management Department to be responsible for coordinating the development and execution program/s across assigned regions. This is a cross - therapeutic role that will necessitate consultation and ongoing interaction with primarily service excellence and patient support programs in Manzil and client. The manager will provide subject matter expertise and technical advice to care coaches. The lead applies advanced knowledge of the care coach's role interactions with the departments and patients. This position is key to delivering an exceptional customer experience to patients and ensuring compliance of program.

The required skills and qualifications outlined below:

Requirements

Qualifications:

· Degree in Nursing, Pharmacy or Allied Healthcare Profession

· Minimum three (3) years' experience in patient access programs

· Preferably bilingual

· Driving license is essential

· Flexible to handle role across Kuwait (physically) & GCC countries (remotely)

· Excellent communicator and strong influencing skills

· High sense of integrity and confidentiality

· Proficiency with Microsoft Office suite

Specific Skills and Abilities:

· 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.

Key Role Accountabilities:

· Ensure short and long-term strategy, integration and coordination of Patient Support Programs.

· 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 trainings 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, financial assistance 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.

· 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 Coaches during leaves

· 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, 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

· 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.

Benefits

As per the Kuwaiti Labor Law.