Associate Program Manager (Patient Support)

Jakarta - Indonesia

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Onboarding Doctors/HCP (Healthcare professionals) onto the program that our pharmaceutical client has initiated
- Track new doctor registrations daily by coordinating with pharmaceutical Representative Team.
- Ensure the doctors consent form is properly collected signed and archived (physical/digital as per process).
- Verify that doctor profile data (full name contact hospital affiliation) are accurate.
- Enroll doctors in the system via dashboard/Tech backend.
- Notify the pharmaceutical clients team upon successful enrolment of doctor in the system.
- Identify duplicate or inactive doctor accounts for clean-up.

Promoting adherence by following up with patients virtually (WhatsApp & Email Inquiries)
- Document all escalations especially medical or adverse eventrelated reports.
- Compile weekly summary of inquiry trends and recurring patient concerns.
- Maintain interaction log for every inbound or outbound communication.

Adhoc tasks
- Handle urgent client requests or special cases.
- Coordinate with tech for any updates required through backend.
- Execute ad hoc patient or HCP communications (approved by our pharma client).
- Raise tickets related to program process.
- Develop Maintain and Update Standard Operating Pocedure (SOP)/Work Instructions (WI) throughout the program duration.
- Conduct internal testing for platform enhancement.
- Conduct/Support training and refresher sessions for support staff (internal and external)
- Annual (manual review of AE data validating audited documents completing form and client meetings)
- Maintain Sharepoint and upload audit-related documents
- Manage CAPA reports
- Full Coverage of Customer Support function in case team member is on leave

Adverse Events/PharmacoVigilence (AE PV)
- Review all inbound and outbound emails weekly for missed AEs update interaction log for documentation
- QA review of customer support call logs and digital platform data
- Maintain master Excel tracker for patient data
- Manual review and updating of master tracker on treatment dates for adherence and DoT data
- Validation of all AE reports submitted by Customer Support
- Follow the agreed PV reporting workflow and timelines.
- Document all reported AEs and confirm acknowledgment from the clients PV team.
- Maintain AE tracker.
- Maintain updated PV contact list and escalation flow.
- Keep record of all AE case reports and submission logs for inspection readiness.
- Quarterly AE reconciliation with client

Reporting Requirements
- Review & reconcile weekly enrolment data (digital & manual enrolments) update master tracker and report to the client
- Prepare periodic/monthly reconciliation reports as per agreed with the client.
- Compile Prepare and present Monthly Updates/Progress Report to Internal and external Stakeholders
- Annual Business Review analysis preparation of reports and presentation to internal and external stakeholders

Pharma client coordinates
- Conduct regular weekly/biweekly calls with client.
- Obtain approval for matters related to the program.
- Share progress updates highlight risks and discuss ongoing improvement actions.
- Communicate critical issues promptly with resolution plan and expected closure timeline.
- Maintain MOM (Minutes of Meeting) for all client interactions.

#LI-CES
#LI-PK1
#LI-DNP

IQVIA is a leading global provider of clinical research services commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at

Required Experience:

Manager

Onboarding Doctors/HCP (Healthcare professionals) onto the program that our pharmaceutical client has initiatedTrack new doctor registrations daily by coordinating with pharmaceutical Representative Team.Ensure the doctors consent form is properly collected signed and archived (physical/digital as p...

Onboarding Doctors/HCP (Healthcare professionals) onto the program that our pharmaceutical client has initiated
- Track new doctor registrations daily by coordinating with pharmaceutical Representative Team.
- Ensure the doctors consent form is properly collected signed and archived (physical/digital as per process).
- Verify that doctor profile data (full name contact hospital affiliation) are accurate.
- Enroll doctors in the system via dashboard/Tech backend.
- Notify the pharmaceutical clients team upon successful enrolment of doctor in the system.
- Identify duplicate or inactive doctor accounts for clean-up.

Promoting adherence by following up with patients virtually (WhatsApp & Email Inquiries)
- Document all escalations especially medical or adverse eventrelated reports.
- Compile weekly summary of inquiry trends and recurring patient concerns.
- Maintain interaction log for every inbound or outbound communication.

Adhoc tasks
- Handle urgent client requests or special cases.
- Coordinate with tech for any updates required through backend.
- Execute ad hoc patient or HCP communications (approved by our pharma client).
- Raise tickets related to program process.
- Develop Maintain and Update Standard Operating Pocedure (SOP)/Work Instructions (WI) throughout the program duration.
- Conduct internal testing for platform enhancement.
- Conduct/Support training and refresher sessions for support staff (internal and external)
- Annual (manual review of AE data validating audited documents completing form and client meetings)
- Maintain Sharepoint and upload audit-related documents
- Manage CAPA reports
- Full Coverage of Customer Support function in case team member is on leave

Adverse Events/PharmacoVigilence (AE PV)
- Review all inbound and outbound emails weekly for missed AEs update interaction log for documentation
- QA review of customer support call logs and digital platform data
- Maintain master Excel tracker for patient data
- Manual review and updating of master tracker on treatment dates for adherence and DoT data
- Validation of all AE reports submitted by Customer Support
- Follow the agreed PV reporting workflow and timelines.
- Document all reported AEs and confirm acknowledgment from the clients PV team.
- Maintain AE tracker.
- Maintain updated PV contact list and escalation flow.
- Keep record of all AE case reports and submission logs for inspection readiness.
- Quarterly AE reconciliation with client

Reporting Requirements
- Review & reconcile weekly enrolment data (digital & manual enrolments) update master tracker and report to the client
- Prepare periodic/monthly reconciliation reports as per agreed with the client.
- Compile Prepare and present Monthly Updates/Progress Report to Internal and external Stakeholders
- Annual Business Review analysis preparation of reports and presentation to internal and external stakeholders

Pharma client coordinates
- Conduct regular weekly/biweekly calls with client.
- Obtain approval for matters related to the program.
- Share progress updates highlight risks and discuss ongoing improvement actions.
- Communicate critical issues promptly with resolution plan and expected closure timeline.
- Maintain MOM (Minutes of Meeting) for all client interactions.

#LI-CES
#LI-PK1
#LI-DNP

Required Experience:

Manager

Key Skills

Crisis Management
Microsoft Word
Office Experience
Conflict Management
Constant Contact
Microsoft Powerpoint
Research Experience
Salesforce
Administrative Experience
Public Speaking
Google Suite
Writing Skills

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About Company

IQVIA

IQVIA is the Human Data Science Company™. We are inspired by the industry we serve and provide solutions that enable life sciences companies to innovate with confidence, maximize opportunities and ultimately drive human health outcomes forward. Our approach is Human Data Science – a d ... View more

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