Patient Support Program Manager

Supervise the helpline agents, ensuring they are adequately trained, motivated, and capable of delivering high quality support to patients.
Regularly assess the performance of helpline agents by reviewing patient feedback, delivery of services under PSP, and ensuring that PSP outcomes are met.
Lead quality improvement initiatives based on data from patients onboarding, delivery services and adherence services, adverse events, and feedback from patients and healthcare providers.
Ensure that patient satisfaction is regularly assessed through feedback surveys and other forms of evaluation. Address any concerns patients may have regarding the patient support programs.
Oversee the identification of any adverse events, ensuring that these events are reported, investigated, and resolved in a timely manner.
Coordinate the day-to-day working of PSP employees and resolve conflicts or any other issues in program implementation.
Internal coordination with the functional team as per the requirements.
Field Resource Performance Evaluation, Coaching, and Monitoring
Ensure proper record keeping of documents required as per the framework.
Identify the training needs of the team person(s) and ensure adequate training is provided.
Proactively identify potential risks to the program or patient safety, such as patient enrolment issues, delivery issues or training gaps, and implement strategies to mitigate those risks. • .
Ensure 100% of Adverse Events (AE) and Adverse Drug Reactions (ADR) are accurately captured and reported by the team.

Work arrangement
No