Program Consultant

Zuellig Pharma; Shah Alam; Sur place; MYR 40 000 - 65 000; Plein temps

Avantages offerts par ce poste

Total Rewards program

Inclusive environment

Growth opportunities

Diversity & inclusion

Flexible work options

Résumé du poste

Zuellig Pharma in Malaysia is seeking Program Consultants to join our Patient Care team. You will provide motivational and health-related information and support to patients enrolled in our programs, aiming to optimize engagement and service levels.

Responsibilities include health coaching, outbound calls, data entry into the Patient Care Management System, and preparing program reports. You will ensure confidentiality and assist in improving our services through teamwork.

Qualifications

• 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.

Responsabilités

• Provision of personalised patient case management including health coaching and following up on treatment regimes.
• Making scheduled outbound calls to enrolled patients and handling inbound enquiries.
• Ensure programs are delivered within service levels and maintain confidentiality of patient data.
• Enter information into the Patient Care Management System and adhere to SOPs.
• Report adverse events observed during interactions with patients or healthcare professionals.
• Prepare periodic or ad hoc program reports.
• Share information with team members to enhance services for patients.
• Back up team members to ensure daily operational coverage.
• Assist with performance reports and service templates/ SOPs as required.
• Monitor long weekend communications for critical safety event notices.

Connaissances

Healthcare customer service

Formation

Nursing or related medical/science background

Outils

MS Office

Description du poste

Zuellig Pharma is a leading healthcare solutions company in Asia, and our purpose is to make healthcare more accessible to the communities we serve. We provide world-class distribution, digital, and commercial services to support the growing healthcare needs in this region.

The company was started a hundred years ago and has grown to become a multibillion-dollar business covering 17 markets with over 12,000 employees. Our people serve more than 200,000 medical facilities and work with over 450 clients, including the top 20 pharmaceutical companies in the world.

Purpose Of The Role

Program Consultants work within the Patient Care 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.

What You’ll Do

• 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 Patient Care 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
• Monitor and review incoming interactions during the long weekend period to ensure timely awareness of critical communications related to reportable safety events.

Advantage To Have

• 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

What We Offer

• We are committed to fostering an inclusive environment where our employees can learn, grow, and achieve shared success.
• We champion diversity, equity, and inclusion, ensuring every individual feels valued, respected, and treated fairly.
• As a leading multi-market healthcare solutions provider, we empower our employees to gain comprehensive knowledge and expertise in the dynamic healthcare industry across the region.
• Enjoy the flexibility to effectively balance your work and personal life while taking charge of your career journey through our empowering growth opportunities.
• Our Total Rewards program is designed to support your overall well-being in every aspect.