Manager Patient Solutions

7 days ago

Kuala Lumpur, Malaysia DKSH Full time

**Location**:Kuala Lumpur, MY, MY**Job Function**:Client and Customer Services**Requisition Number**:149333**Description**:
**Job Summary**
- Responsible for daily operation of all PSP projects in Malaysia.
- Ensure all operational procedures are in compliance with the requirements of the local Regulatory Authorities
- Ensure audit readiness
- Ensure compliance to contractual obligations
- Ensure client and stakeholder satisfaction
- Support Cluster Lead with activities involving BD & operations

**General Responsibilities**
- Managing the PS team and ensuring compliance to SOPs and Working Instructions.
- Periodic reporting to client on the progress of the PS program.
- Responsible for processing PSP enrollment, providing follow-up activities and gather data of patient's activities in consuming relevant PSP drugs, taking orders, coordinating with all related parties, and providing services based on requirements that agreed among company, clients and customers.
- Support a superior in summarizing reports, discussing with clients or customers with good accuracy, quality and commitment.
- Deliver high quality of service based on agreements with clients and customers.
- Handle uncontrollable situations of relevant stake holders e.g. patients, doctors, nurses, pharmacists, hospital officers as well as clients.
- Work under pressure, multiple task force and coordinate with related parties to meet client/customer requirements.
- Responsible for collecting Adverse event, Product Quality Complaints and Medical Enquiry under the Patient Solution Program and handle it as per requirement sent by DKSH SOP or client’s agreement whichever that is stricter.
- Support flawless executive of planned and ongoing projects.
- Ensure completion of ad-hoc platform maintenance and continuous development during project lifecyle.
- Ensuring compliance with contractual obligations for ongoing projects.
- Align internal support functions to ensure that the systems and processes meet the high levels of operations, compliance & ethics that we aspire to deliver.
- Ensure timely AE reporting and reconciliation for all ongoing projects.
- Ensure preparedness and readiness of external audits and drive the execution of corrective actions.
- Maintaining up-to-date working knowledge of laws, regulations, and guidelines related to Regulatory and Pharmacovigilance aspects of patient support programs in the country.
- Support Cluster Lead with activities involving BD.
- Ensure timely maintenance of SOP and training records.
- Ensure proper and accurate maintenance of documentations for PS.
- Assist in Client’s audit

**Functional Skills and Knowledge**
- Manage and work closely with internal stakeholders and clients to ensure completion of tasks.
- Proactively ensure organizational alignment within internal functions: Legal, Finance, DPO etc and Zelthy
- Work closely with Cluster Lead to ensure client & patient satisfaction
- Work towards continuous improvement
- Understanding of technology and how it can be used to solve client problem
- Project management
- Client management
- Proficient with MS Office suite

**Education**
- Bachelor's degree is Business Administration/Management/Allied Health or similar capacity.
- Minimum 4-5 years experience in similar capacity in Managerial position with people management skills & project management experience, preferably in Pharmaceutical industry.

**Why It’s Great to Work at DKSH**

At DKSH, we are driven by a purpose that goes beyond the ordinary: enriching people's lives. Through the products and services, we provide, DKSH positively impacts millions of lives everyday. Join our team where entrepreneurship meets flexible work arrangements. Take the leap and start a journey where you can grow and make a difference

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