Expanded Access Program Coordinator Team Lead

Team Leader:

• Team Lead
  • Management of relevant EAP Program Coordinator (PC) Team - including appropriate division of duties, whilst ensuring continuity of service.
  • Training of Senior Program Coordinators (SPCs) & Program Coordinators (PCs)
  • Advocate for continuous improvement & best practice
  • Working closely with and reporting to the EAP Program Delivery Director
  • Accountable for KPIs, PC Team Deviations, Reporting & Client Invoicing
  • All Direct Line Management activities for Senior PCs and PCs within your team
  • Alignment with other EAP Team Lead(s) to ensure efficient communication & training across both/all EAP PC teams
  • Act as the escalation point for the EAP PC team
• Mentoring / Training
  • Provide support to and cover for SPCs and PCs within your team as required
  • Acquire a working knowledge of all programs, processes and systems
  • Champion continuous improvement, business change and best practice initiatives
• Wholesalers / Partners / Supply Chain / Systems
  • Proactively acquire knowledge in other areas of Uniphar’s EAP Business such as, but not limited to; Wholesalers, Partners, Supply Chain and Systems to be able to provide support for these areas as needed
• Quality / Regulatory Compliance
  • Proactively acquire knowledge in Quality and Regulatory Compliance for EAPs

Senior Program Coordinator & Program Coordinator Cover (if required):

• 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: Educated to degree level or relevant experience
• Experience:
  • Previous experience within EAP 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:
  • Team Lead with a highly motivated, high energy ‘can-do’ attitude
  • Takes accountability for their team
  • Strong attention to detail
  • Ability to follow comprehensive processes
  • Keen to expand knowledge
  • Ability to thrive in a highly regulated and ever-changing, high-pressure environment.
  • Excellent verbal and written communication skills.