Job Summary:
Responsible for coordinating the
development and execution of Care Coach programs across the assigned regions.
This is a cross -therapeutic role that will necessitate consultation and
ongoing interaction with primarily Service Excellence and Patient Support
Programs Manager in Manzil and Client. The leader will provide subject matter
expertise and technical advice to Care Coaches. The lead applies advanced
knowledge of the Care Coach’s role in interactions with the department and
patients. This position is key to delivering an exceptional customer experience
to patients and ensuring compliance of program.
Key Role Accountabilities:
- Ensure short- and long-term strategy, integration, and
coordination of Care Coach programs.
- Design, implement, monitor, and manage Care Coach
programs based upon diverse patients’ needs and coordination of it as part of
the broader program.
- Suggest to Service Excellence and Patient Support
Program Manager the optimization of Care Coach programs and insights for
further solutions to be created to support patients while integrated to PSP.
- In collaboration with Line Manager:
- Propose development of training plan for customer facing team
- Propose trainings related to patient care coaching programs
- Act as the Lead in 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 Coaches
with inbound/outbound calls during peak volume periods in effort to reduce call
overflow (If Applicable).
- Work cross-functionally to identify and 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 in 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 are reported promptly to ASR as per local Pharmacovigilance SOPs, in
case they happen.
- Consolidate 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 patients' adherence, to
Line Manager on monthly basis or whenever 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.
- Responsible for obtaining required approvals from
hospitals for the Care Coaches to perform responsibilities.
- This position will also act as a Patient Care Coach in
certain assigned accounts for RSV, Duodopa and Oncology. To fulfil this role
the responsibilities are mentioned below:
- Responsible for understanding hospital support for the needed program
- Responsible for enrolling eligible patients into the program
- Responsible for educating patients on treatment and condition
- Responsible for patient adherence activities that may include phone
calls, SMS, home visits
- May be required to participate in patient education and/or awareness
activities.
- Responsible for collecting consents from physicians and patients (where
applicable)
RequirementsQualifications, Education, and Experience:
Education:
- Degree in Nursing or Allied Health Care professionals
- Clinical Pharmacist
Experience:
- Previous experience in patient support / patient
education / care coaching.
- Minimum 3 years of experience managing patient support programs.
Job Specific Knowledge and Skills:
- 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 always maintain a positive service image 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/counselling 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 of patients' data.
- Good scientific reporting skills and documentation.
- Good Arabic and English languages spoken, written, and
read.
- Computer skills: Microsoft office (excel, PowerPoint,
excel).
- Arabic speaking is preferred.
BenefitsBenefits are as per the UAE Labor Law.
If you are a dynamic, results-driven individual with a passion for
health care and community outreach, we encourage you to apply for this exciting
opportunity to grow with Manzil Health.