Program Officer

Zuellig Pharma; Shah Alam; On-site; MYR 39,000 - 67,000; Full time

Benefits offered by this job

Flexible work-life balance

Total Rewards program

Growth opportunities

Inclusive environment

Job summary

Zuellig Pharma in Malaysia seeks a Program Consultant to join the 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, scheduling outbound calls, handling inquiries, ensuring data entry into the Patient Care Management System, contributing to reports, and supporting colleagues to maintain daily operations.

Qualifications

• Related healthcare/customer service industrial attachment/working experience preferred.
• Nursing or related medical / science or community nursing / support background preferred.
• Good computer skills including MS Office.

Responsibilities

• Provide health coaching on disease/treatment information and follow up with patients to ensure timely submission of program documents.
• Make scheduled outbound calls and handle inbound inquiries related to FAQs.
• Ensure programs meet service levels and maintain confidentiality of patient data.
• Enter interactions into the Patient Care Management System and follow SOPs.
• Prepare periodic or ad hoc program reports and share information with team members.
• Back up team members to ensure coverage of daily operations.

Skills

MS Office

Customer service

Healthcare knowledge

Education

Nursing or related medical / science background

Job description

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.

Must-Have

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.
• 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.