Program Manager – Kuwait

Work Experience
‎4-‎5 years
Industry
Health Care
City
Kuwait City
State/Province
Kuwait City
Zip/Postal Code
‎00000
Job Description*
Job Description:
Manzil Healthcare is searching for a Program Manager – Disease Management
Department to be responsible for coordinating the development and execution
program/s across assigned regions. This is a cross – therapeutic role that
will necessitate consultation and ongoing interaction with primarily service
excellence and patient support programs in Manzil and client. The manager will
provide subject matter expertise and technical advice to care coaches. The
lead applies advanced knowledge of the care coach’s role interactions with the
departments and patients. This position is key to delivering an exceptional
customer experience to patients and ensuring compliance of program.
The required skills and qualifications outlined below:
Requirements
Qualifications:

* Degree in Nursing, Pharmacy or Allied Healthcare Profession

Minimum three (‎3) years’ experience in patient access programs

Preferably bilingual

Driving license is essential

Flexible to handle role across Kuwait (physically) & GCC countries
(remotely)

Excellent communicator and strong influencing skills

* High sense of integrity and confidentiality
*
* Proficiency with Microsoft Office suite

Specific Skills and Abilities: *

Proven leadership and coaching skills. Demonstrated ability to lead and
participate within a team, manage multiple priorities and meet associated
timelines while maintaining accuracy.

Must maintain a positive service image at all times even when dealing with
challenging issues and unsatisfied customers.

Proven organizational and problem solving skills, elevating to management when
appropriate.

Understanding of patient experience in different therapeutic areas.

Excellent communication and interpersonal skills, including situations of
conflict resolution, problem solving and crisis management.

Active listening.

Strong managerial/counseling skills.

Exhibits high level of flexibility when facing changes in the work
environment.

Good decision-making skills.

Attention to details.

Ability to prioritize and handle multiple tasks.

Ability in working according to global standards.

Ability to preserve confidentiality or patients’ data.

Good scientific reporting skills and documentation.

Key Role Accountabilities: *

Ensure short and long-term strategy, integration and coordination of Patient
Support Programs.

Design, implement, monitor and manage Patient Support Programs based upon
diverse patient needs and coordination of it as part of the broader program.

Suggest optimization of Patient Support Programs and insights for further
solutions to be created to support patients while integrated into patient
support program.

In collaboration with Line Manager: propose development training plan for
customer facing team, propose trainings related to patient support programs,
and act as lead – solving problems related to individual patient support
issues.

Act as a qualified resource for team members, answering questions and
troubleshooting situations of various complexities regarding referral
processing, financial assistance and handling of patient inquiries and other
queries.

Provide oversight and direction with regards to day to day operations,
including monitoring calls volume, home visits and workload to ensure
objectives are achieved.

Discuss with Line Manager if staffing adjustments are needed to maintain
service level goals.

Generate relevant reports on a regular basis as deemed necessary by the
department.

Secure back up support, as needed, for Care Coaches during leaves

Work cross- functionally to identify share opportunities for process and
productivity improvement and to troubleshoot and/or resolve situations, taking
ownership as needed.

Provide support to the team, as applicable, in quality monitoring and
identifying, reporting and coaching quality issues.

Ensure Care Coaches’ full compliance with policies, procedures and local
regulations

Monitor AE reporting and communicate with PV ASR (Affiliate Safety
Representative) to ensure that:
o AE is reported promptly to ASR as per local pharmacovigilance SOPs
o Reports are prepared and sent on a monthly basis

Integrate aggregate data, on patient’s adherence, to the Line Manager on a
monthly basis or as needed.

Ensure patients data privacy is ‎100% protected and confidential information is
not disclosed in any circumstances.

Ensure continuous patient education, motivation and support is provided.
Benefits*
As per the Kuwaiti Labor Law.
Job Type: Full-time