Patient Assistance Program Partner (Contract Role)

F. Hoffmann-La Roche Gruppe; Subang Jaya; On-site; MYR 25,000 - 35,000; Full time

Job summary

Join Roche to support Patient Assistance Programs in a contract role. In this position, you will enhance the patient experience through operational excellence and compliance, ensuring eligible patients have access to Roche products. Ideal candidates have a background in Life Sciences and experience in customer service, with a focus on compassionate patient support.

Qualifications

• Degree in Life Sciences is a plus.
• Experience in healthcare or patient interaction is advantageous.
• Fluency in English and Bahasa Malaysia is essential.

Responsibilities

• Implement Patient Assistance Programs and maintain patient information.
• Respond to patient inquiries and build relationships with healthcare providers.
• Ensure compliance with Roche Directives and handle documentation.

Skills

Customer service

Communication

Attention to detail

Organizational skills

Problem-solving

Compassion

Proactive attitude

Education

Degree in Life Sciences

Experience in customer service or healthcare

Tools

Basic computer software

Job description

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position

Type: Contract Role (Under 3rd Party Payroll)

Job Purpose: Join our dynamic team to support the execution of Roche's Patient Assistance Programs. You will play a crucial role in enrolling and handling eligible patients, ensuring they have access to Roche products while adhering to internal and external regulations. This position requires collaboration with diverse cross-functional teams and external stakeholders to enhance the patient experience.

Key Responsibilities:

1) Operational Excellence:

• Implement Roche Patient Assistance Programs optimally, focusing on delivering value to patients while meeting established metrics, timelines, and data accuracy.
• Maintain accurate patient information in Roche’s electronic systems.
• Respond to inquiries from patients and healthcare professionals via phone and email.
• Handle physical and electronic documents, alongside other clerical duties.
• Assist in updating Patient Assistance Program information across digital platforms.
• Conduct field-based activities as required.
• Build and maintain positive relationships with healthcare providers, including doctors, nurses, and pharmacists.
• Identify opportunities to enhance the value of our offerings for patients.

2) Compliance:

• Understand and implement compliance requirements in alignment with Roche Directives and other relevant guidelines.
• Ensure adherence to License-to-Operate requirements during program start-up phases.
• Secure necessary approvals for program execution and proactively identify and call out potential risks to ensure timely risk mitigation.

3) Additional Duties:

• Undertake other responsibilities as assigned to support business needs.

Competencies:

• Exceptional customer service skills to develop positive interactions with patients and healthcare professionals.
• Strong communication abilities to collaborate effectively with internal teams.
• High level of integrity to maintain patient confidentiality.
• Meticulous attention to detail for accurate documentation.
• Strong organizational skills to prioritize multiple tasks and handle interruptions effectively.
• Problem-solving skills to address documentation issues and respond to patient queries.
• Compassion and empathy to support patients and caregivers in ambitious situations.
• A proactive attitude, taking ownership and driving results to achieve expected outcomes.

Education and Qualifications:

• Degree in Life Sciences is a plus.
• Previous experience in customer service, the healthcare sector, or patient interaction is advantageous.
• Fluency in written and spoken English and Bahasa Malaysia is essential; proficiency in Mandarin is a plus.
• Competence in basic computer software and applications.

Why Join Us? At Roche, we are committed to making a significant difference in patients' lives. If you are passionate about patient care and want to be part of a dedicated team, we encourage you to apply! Together, let’s improve access to life-changing therapies for patients across Malaysia.

Who we are

A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let’s build a healthier future, together.

Roche is an Equal Opportunity Employer.