About Zuellig Pharma Zuellig Pharma (ZP) is one of the largest healthcare services groups in Asia and our purpose is to make healthcare more accessible. For over 100 years, we have been the trusted partner for healthcare companies looking to realize opportunities in Asian markets. With our deep-reaching infrastructure and sole focus on healthcare, we offer our clients unparalleled access to all healthcare channels across 13 countries in the region. Our focus is always about combining our market insight with a thorough understanding of your needs to deliver the best solution that connects you to patients. We believe delivering your products is only the first step to capturing the Asian markets. That is why we have continued to invest in developing innovative solutions that expand across Distribution, Clinical Reach, Sales & Marketing, Patient Centered Services, and Community Pharmacies. Zuellig Pharma is the leading provider of distribution services to manufacturers in the life science industry in the Asia Pacific region. With operations in 13 countries or territories Zuellig Pharma has strong market positions, critical mass, broad geographic coverage and significant potential for continuing growth. JOB PURPOSE PatientCare Program Consultants work within the PatientCare team to provide motivational and health related information and/or supportive care to patients enrolled into our support programs. You are expected to optimise the time patients engage with the program to provide an excellent patient /customer service experience and meet service levels and standards. KEY RESPONSIBILITIES Provision of personalised patient case management which include, but not limited to, health coaching on disease/treatment related information/education, following up with patient on treatment regime, and ensuring patient is submitting relevant program document on a timely basis. Making of scheduled outbound calls to enrolled patients and from time to time and answering of inbound calls and attend to FAQ-related enquiries Assist in ensuring that programs are delivered within the appropriate service levels and standards including, but not limited to, case handling time, pre-defined protocols, and confidentiality of patient data Ensure that all appropriate information obtained during patient interactions are entered and saved in the PatientCare Management System and program standard operation procedures (SOPs) are always adhered to and compiled with. Responsible for the reporting of Adverse Events made aware of during interaction with patients or healthcare professionals within agreed duration Preparing of periodic or ad hoc program reports Proactively sharing of information among team members to enhance existing services to patients Be prepared to back up other team members to ensure enough covering for daily operations Deliver any other duties as assigned by the Operations Manager including, but not limited to: -Assist with the coordination of performance reports -Assist with the coordination of service templates and operations procedures, as required On-call during non-operation hours or weekends, as and when required. JOB REQUIREMENTS Related healthcare/customer service industrial attachment/working experience is preferred. Nursing or related medical / science or community nursing / support background is preferred. Good Computer skills including MS Office
