EAP Program Coordinator

Uniphar Group; Boston (MA); On-site; USD 55,000 - 75,000; Full time

Job summary

Uniphar Group is seeking a Healthcare Professionals Enquiries Management professional to oversee and triage inquiries from HCPs via email and phone, ensuring timely responses and resolution. Collaborate with Project Management to understand KPIs and deliverables, and support physicians and pharmacists with general inquiries.

Manage hospital accounts and coordinate with Regulatory, Quality and Supply Chain teams to ensure compliance throughout the process.

Qualifications

• Ideally educated to degree level.
• Experience in the pharmaceutical industry is preferred.
• Proficient in Microsoft Outlook & Excel (Intermediate).
• Experience with ERP systems such as SAP or D365 is an advantage.

Responsibilities

• Oversee and triage enquiries from Healthcare Professionals via program inboxes and phone lines.
• Collaborate with Project Management to understand KPIs and deliverables for each program.
• Support physicians and pharmacists with general enquiries; escalate medical queries as needed.
• Comply with qualification processes per SOPs and GDP for HCPs and hospitals.
• Oversee hospital and wholesaler accounts; coordinate with Quality & Finance for setup and revalidation.
• Manage HCP registrations and patient enrolment per regulatory requirements.
• Coordinate with Regulatory, Quality and Supply Chain teams to ensure compliance.
• Process sales orders through ERP for billing.
• Liaise with warehouse for picking, packing, shipping and documentation.
• Complete courier bookings and ensure compliant delivery and storage conditions.
• Assist with client reports and order tracking updates.
• Issue invoices and support cost updates for billing.
• Liaise with finance for overdue account reconciliation.

Skills

Attention to detail

Process adherence

Communication skills

Team player

Multitasking

Regulatory knowledge

Education

Bachelor's degree preferred

Tools

Microsoft Outlook

Excel

SAP ERP

D365 ERP

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.