Job Detail

Job Description

• Ensure short and long-term strategy, integration and coordination of Care Coach programs.
  
• Design, implement, monitor and manage Care Coach programs based upon diverse patient needs and coordination of it as part of the broader program.
  
• Suggest optimization of Care Coach programs and insights for further solutions to be created to support patients while integrated  into patient support program.
  
• In collaboration with Line Manger: propose development training plan for customer facing team, propose trainings related to patient care coaching program, act as lead – solving problems related to individual patient support issues.
  
• Act as a qualified resource for team members, answering questions and troubleshooting situations of various complexities regarding referral processing, financial assistance and handling of patient inquiries and other queries.
  
• Provide oversight and direction with regards to day to day operations, including monitoring call queue volume, home visits and workload to ensure objectives are achieved.
  
• Discuss with Line Manager if staffing adjustments are needed to maintain service level goals.
  
• Generate relevant reports on a regular basis as deemed necessary by the department.
  
• Secure back up support, as needed,  for Care Coached with inbound/outbound calls during peak volume periods in effort to reduce call overflow (if applicable).
  
• Work cross- functionally to identify share opportunities for process and productivity improvement and to troubleshoot and/or resolve situations, taking ownership as needed.
  
• Provide support to the team, as applicable, in quality monitoring and identifying, reporting and coaching quality issues.
  
• Ensure Care Coaches’ full compliance with policies and procedures.
  
• Monitor AE reporting and communicate with PV ASR (Affiliate Safety Representative) to ensure that:
  
• AE is reported promptly to ASR as per local pharmacovigilance  SOPs, in case they happen.
  
• Consolidated data from all Care Coaches and send monthly report to ASR for reconciliation purposes.
  
• When sending reports to the PV team ensure patient information is not disclosed.
  
• Integrate aggregate data, on patient’s adherence, to the Line Manager on a monthly basis or as needed.
  
• Ensure patients data privacy is 100% protected and confidential information is not disclosed in any circumstances.
  
• Ensure continuous patient education, motivation and support is provided.