Program Officer

Zuellig Pharma; Malaysia; On-site; MYR 45,000 - 73,000; Full time

Benefits offered by this job

Inclusive environment

Diversity & inclusion

Total Rewards program

Growth opportunities

Job summary

Zuellig Pharma is seeking a Program Officer in Malaysia to join the Patient Care team. You’ll provide motivational and health-related information and support to patients enrolled in our programs, aiming to deliver excellent patient and customer service while meeting service levels.

This role involves outbound calls, coordinating program activities, documenting interactions in the Patient Care Management System, and supporting reporting and continuous improvement under the Operations Manager.

Qualifications

• Related healthcare/customer service industrial attachment/working experience is preferred.
• Nursing or related medical / science or community nursing / support background is preferred.

Responsibilities

• Provision of personalised patient case management including health coaching on disease/treatment related information and following up with patients on treatment regimes.
• Make scheduled outbound calls to enrolled patients and respond to FAQ-related enquiries.
• Ensure programs are delivered within service levels and standards, including case handling time and confidentiality of patient data.
• Enter information from patient interactions into the Patient Care Management System and follow SOPs.
• Report adverse events within the agreed duration and prepare program reports.
• Share information among team members to enhance services to patients.
• Back up other team members to cover daily operations.
• Coordinate performance reports and service templates as required.
• Monitor long weekend interactions to ensure timely awareness of critical communications.

Skills

Customer service

Healthcare knowledge

Call center experience

Job description

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Join our dynamic team where innovation and care converge in a culture that values continuous learning, diversity and transformative career development. Underpinned by THRIVE with Zuellig Pharma, our commitment to transforming the way we grow, care and succeed together as one organization, we are dedicated to helping our people make a meaningful impact in healthcare.

Program Officer

Requisition ID: 2312

Posting Start Date: 12 Aug 2026

Location: Malaysia

Zuellig Pharmais 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, healthcoaching on disease/treatment related information/education, following up with patient ontreatment regime, and ensuring patient is submitting relevant program document on a timelybasis.
• 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 andstandards including, but not limited to, case handling time, pre-defined protocols, andconfidentiality of patient data
• Ensure that all appropriate information obtained during patient interactions are entered andsaved 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 withpatients 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 topatients
• 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.

What Will Make You Successful:

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.

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.

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Zuellig Pharma promotes an inclusive, fair workplace by ensuring equitable employment and compensation based on merit, regardless of background.