Program Manager

2 weeks ago

Dubai, Dubai, United Arab Emirates Manzil Home Health Service L.L.C Full time

The job posting is outdated and position may be filled

  • 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.
  • Exhibits high level of flexibility when facing changes in the work environment.
  • 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.
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.

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