Expanded Access Program Coordinator

Uniphar; Greater London; On-site; GBP 32,000 - 52,000; Full time

Job summary

Uniphar in London is seeking an Healthcare Professional Enquiries Manager to oversee enquiries from HCPs via program inboxes and phone lines, ensuring timely responses and accurate triage.

You will collaborate with Project Management, support physicians and pharmacists, manage hospital and wholesaler accounts, and ensure regulatory and quality compliance across pharma processes, sales orders, and logistics.

Qualifications

• Degree required or equivalent; pharma/healthcare experience preferred.
• Proficient in Microsoft Outlook & Excel (Intermediate).
• Experience with ERP systems such as SAP or D365 is advantageous.
• Familiarity with CRM tools.
• Strong attention to detail and ability to follow processes in a regulated environment.
• Excellent verbal and written communication; team player with a proactive approach.

Responsibilities

• Manage Healthcare Professional enquiries via program inboxes and phone lines; ensure timely responses.
• Collaborate with Project Management to understand KPIs and deliverables for each program.
• Support prescribing physicians and pharmacists; escalate medical queries as needed.
• Oversee qualification processes in line with SOPs and GDP for HCPs/hospitals.
• Handle hospital and wholesaler accounts; coordinate with Finance and Quality teams.
• Manage HCP registration and patient enrolment in line with regulatory requirements.
• Ensure regulatory, quality and supply chain compliance with legal and importation requirements.
• Process sales orders through ERP for billing purposes.
• Coordinate logistics with warehouse for picking, packing and shipping; provide shipping docs.
• Book couriers for timely collection/delivery and monitor temperature-controlled storage.
• Assist in generating client reports on program metrics and order tracking.
• Support invoicing and cost updates for billing; reconcile overdue accounts with Finance.
• Provide administrative and project support as required by management.

Skills

Outlook

Excel

Communication

Multitasking

Attention to detail

Teamwork

Education

Bachelor's degree

Tools

SAP ERP

D365

CRM tools

Job description

· Healthcare Professional Enquiries Management: Oversee and triage all enquiries from Healthcare Professionals (HCPs) through the dedicated program email inboxes and telephone lines, ensuring timely responses and resolution.· Collaboration with Project Management: Work closely with the Project Management team to comprehend the specific Key Performance Indicators (KPIs) and deliverables for each program, ensuring alignment with objectives.· Support for Physicians and Pharmacists: Provide assistance to prescribing physicians and pharmacists with general enquiries, escalating medical queries to the Pharmaceutical client as necessary.· Qualification Process Management: Comply with the qualification process in accordance with Standard Operating Procedures (SOPs) and Good Distribution Practices (GDP) for HCPs and hospitals.· Account Management: Oversee hospital and wholesaler accounts within Uniphar systems, coordinating with the Quality and Finance teams to complete account setup and revalidation when required.· HCP Registration and Patient Enrolment: Manage new HCP requests, and patient enrolment based on program, quality and in-country regulatory requirements· Regulatory, Quality and Supply Chain Compliance: Work closely with the Regulatory, Quality and Supply Chain teams to ensure compliance with legal pathways, importation requirements, and the Healthcare Professional’s application process where applicable.· Sales Order Processing: Process sales orders through the ERP system for billing purposes.· Logistics Coordination: Liaise with the warehouse team to ensure proper picking, packing, and shipping of orders, including providing necessary shipping documentation.· Courier and Shipment Management: Complete bookings with couriers for collection and delivery, ensuring timely and compliant delivery. Oversee the receipt of products under required storage and temperature conditions.· Reporting and Metrics: Assist with generating client reports on program metrics and provide updates on order tracking.· Invoicing and Financial Coordination: Issue invoices for product orders, and support the update of costs for the billing process.· Reconciliation of Accounts: Liaise with internal finance teams for the reconciliation of overdue accounts and monitor incoming invoice payments.· Administrative and Project Support: Assist with various administrative tasks, project coordination, and other duties as required by management. Candidate Requirements:· Education: Ideally educated to degree level.· Experience: Previous experience within the pharmaceutical industry is preferred. Proficient in Microsoft Outlook & Excel (Intermediate level). Experience with ERP systems such as SAP or D365 is an advantage. Familiarity with CRM tools is a plus.· Skills: Strong attention to detail. Ability to follow comprehensive processes and adhere to rules. Keen to expand knowledge of pharma legal regulations. Ability to thrive in a highly regulated and ever-changing environment. Capable of multitasking, learning fast and thinking quickly in high-pressure situations. Excellent verbal and written communication skills. Team player with a highly motivated attitude.