EAP Program Coordinator

Hickey’s Pharmacy; London; Hybrid; GBP 35,000 - 55,000; Full time

Job summary

Hickey’s Pharmacy is seeking an EAP Program Coordinator to engage with healthcare professionals within our expanding global access team. You'll manage inquiries, oversee account qualifications, and ensure timely delivery of needed medicines. This role offers flexibility in location and focuses on enhancing patient access through coordinated healthcare services.

Qualifications

• Degree-level education preferred, fluent in English and French/German/Italian.
• Healthcare/pharmaceutical customer service experience.
• Proficient in Microsoft Office.

Responsibilities

• Manage HCP inquiries and queries via dedicated channels.
• Collaborate on program specifics with the Project Management team.
• Process access requests and manage product orders.

Skills

Healthcare customer service

Fluency in English and French or German or Italian

Microsoft Office

Education

Degree-level education preferred

Tools

ERP systems (e.g., SAP, D365)

Job description

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The Product Access Division of Uniphar Group is a market-leading specialist supplier of unlicensed and difficult-to-source medicines to healthcare professionals and patients worldwide.

From our operational hubs in the UK, Ireland, and the USA, we supply medicines to over 160 countries annually, ensuring patients receive the treatment they need, when they need it most.

Our bespoke distribution service, extensive global supply network, and territory-specific regulatory expertise make us a market leader. Durbin provides services to Pharma and Biotech clients wishing to open expanded access programs, allowing patients in certain or all territories to access medicines not commercially available.

Objective:

As the Durbin Expanded Access Team grows to manage our expanding client base, we are seeking an EAP Program Coordinator. You will be responsible for Healthcare Professional engagement within the global Expanded Access team.

Responsibilities:

• Manage all HCP inquiries via dedicated email boxes and phone lines.
• Collaborate with the Project Management team to understand program specifics and support updates.
• Assist HCPs with queries and escalate medical inquiries as needed.
• Manage HCP and hospital account qualification processes according to SOPs and cGDP processes.
• Handle HCP and hospital account setup and revalidation within Durbin systems, liaising with QA/RP and finance teams.
• Oversee new requests in the Durbin EAP portal (Uniphi), assessing patient enrollment criteria.
• Process approved access requests into product orders and coordinate timely, compliant delivery.
• Maintain reports and dashboards on program metrics for internal teams and clients.
• Create and issue invoices, managing submissions to hospital and site systems.
• Coordinate with finance colleagues on overdue accounts and payments.

Candidate Requirements

• Degree-level education preferred.
• Fluent in English and French, German, or Italian.
• Experience in healthcare/pharmaceutical customer service.
• Proficient in Microsoft Office (Outlook, Word, Excel).
• Experience with ERP systems like SAP or D365 is advantageous.

Uniphar Group is a rapidly expanding healthcare services business with a global footprint. Since becoming a publicly listed company in 2019, it has grown organically and through acquisitions, strengthening its international presence. With over 3,000 employees across Ireland, the UK, Europe, MENA, and the USA, Uniphar is a trusted partner to pharma and medtech manufacturers, aiming to improve global patient access to medicines and treatments.

Uniphar offers outsourced and specialized services to clients, supported by strong relationships with over 200 leading pharmaco-medical manufacturers worldwide, digital technology, and expert teams. The company is organized into three divisions: Uniphar Supply Chain & Retail, Uniphar Medtech, and Uniphar Pharma.

Pharma is a global division operating across the US, Europe, APAC, and MENA, providing a range of services throughout the product lifecycle. It specializes in unlicensed medicines and sourcing difficult-to-find medicines, as well as launching and commercializing brands for pharmaceutical clients worldwide. The division's core mission is to ensure equitable global access to medicines.

Culture at Uniphar

Uniphar embodies four key cultural pillars:

1. People First: prioritizing our people and doing the right thing.

2. Entrepreneurial Spirit: embracing adaptability, commitment, and resilience.

3. Common Purpose: connecting our diverse businesses and teams.

4. Trust: foundational to our operations.

Working with Us

As a global team, we offer flexibility in work location—either in-office or remote. Occasional face-to-face meetings may be required, and some flexibility around time zones is expected, as this is not a traditional 9-to-5 role. We support a hybrid working environment that recognizes the importance of work-life balance and flexibility.