Patient Coordinator

Job Description: Senior Medical Engagement Associate will liaison between the tele counsellors (MEA) managing the project deliverables from head quarter as central team and the project manager for driving patient support program deliverables meeting quality and performance standards.

You will be responsible for:

Team/people management for the entire program

Driving performance

Coordination with internal stakeholders Resource management

Convey client requirements and review the work done by the team members in terms of enrolments, free drug delivery (FOC), challenges faced, interventions required, daily/monthly schedule and performance delivered and conduct their performance appraisal

Develop and implement operational strategies and procedures to achieve program objectives

Monitor program performance metrics by coordinating with Project Manager, identify areas for improvement, and implement corrective measures as needed

Implementing BCP for the smooth functioning of the program

Patient management and patient counselling skills

Responsible to drive and maintain quality standards for various client deliverables across the team

Responsible to educate the team (both existing and new members) on maintaining confidentiality of data for the patient support programme as per client and company norms

Responsible to ensure that the team follows all the security rules with regards to various standards such as ISMS, ISO, CMMI and client guidelines

Understand the scope of work; prepare the work/deployment plan and assign work to the team members

Co-work with tele counsellors, provide ongoing coaching, on-field audits and feedback, identify training needs and plan for customised trainings

Remain vigilant to identify any attempt of misconduct, involvement of team member(s) in unethical practices while executing program deliverables in the field and take timely action by reporting any such incident to the management

Ensure that the entire team follows best practices with regards to processes and communication (internal and external) and mentor them on assigned therapy areas

Requirements:

Bachelor or above, major in nursing, medicine, pharmacy, public health, etc. will be preferred.

6months to 3 years of work experience preferably in managing patient support programs

Excellent client-facing and communication skills. Patient management and patient counselling skills

Capability of excellent written and verbal in English.

Solid organizational skills including attention to detail and multitasking skills.

Strong working knowledge of Microsoft Office.

Empathy and willingness to listen and relate to patients and the team

Ability to learn and operate CRM tools