Manages the activities of the Patient Services. Ensures that appropriate information is being disseminated to patients, physicians and other stakeholders about the Patient Services Program.
Ensure implementation and maintenance of systems, procedures and policies, including Medical Safety and Quality to ensure that appropriate all relevant policies
Manage Independent 3rdParty to ensure smooth functioning of the PATIENT SOLUTIONS program according the relevant SOP and guidelines.
Build strong liaison with PJPs/ HSPs to ensure timely resolution of complex patient process issues / HCP complaints and efficient operation of the patients solutions
Monitor and report on the performance of the PATIENT SOLUTIONS including but not limited to objectives, targets, and escalation management.
Manage Patient Facilitation Services/Center of Excellence at Govt Hospitals to ensure smooth continuation of patient treatment.
Build strong connections and working relationships with internal stakeholders (PJPS, TALs, Medical Affairs/PV/Medical Quality) to mobilise resources from enabling functions /clusters to support patient initiatives fully aligned as per the company ethics and compliance SOPs.
Guide Independent 3rdParty Service Provider to manage external partners, monitor contractual agreements (including with Service Provider), achieve 3rdParty KPIs with particular attention to create operating efficiency (With regards to patient facilitation) while meeting all regulatory and legal requirements.
Ensure, with the support of IT Vendor, the availability and proper functioning of appropriate UNMOL end to end systems.
Ensure adherence/compliance to MAP Polices, SPOT and other oversight mechanism as part of the MAP owner role.
Work in close co-ordination with MAP Lead & Safety team to ensure compliance to relevant Roche SOPs
Work in close liaison with compliance to ensure adheres to ?Behavior in Business?.
Prepare for quarterly Monitoring & Oversight Forum to capture the performance of the program against all KPIs.
Liaison with External auditors to ensure practical on ground exercise is completed and reports are timely issued. Work with relevant stakeholders to ensure timely remediation exercise is completed and documented as per the agreed upon process.
Constant improvement mindset to gather customer feedback and propose features that need to be enhanced.
?Minimum Requirements
Bachelors or Masters degree
3 -5 years of experience in the biopharmaceutical / pharma / healthcare industry (preferably)
In-depth knowledge of private and public reimbursement structure, systems and processes (Preferable)Experience of managing a large 3rd party service provider in services delivery or Project Management
Who we areAt Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we?ve become one of the world?s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.Roche is an Equal Opportunity Employer.
