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.

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