Program Manager Patient Support Programs

Role Overview The Program Manager is responsible for the flawless execution of patient support programs ensuring all project activities are delivered on time within scope and in compliance with defined requirements The role involves overseeing daily operations monitoring project progress managing stakeholders identifying gaps and risks and implementing corrective actions to ensure successful program outcomes The Program Manager serves as the primary point of contact for the client providing regular updates driving operational excellence and ensuring achievement of project milestones according to agreed timelines Key Responsibilities Program Operations amp Quality Management Oversee the onboarding of new Care Coaches and Patient Support Specialists PSS ensuring completion of project-specific induction and refresher training when required Monitor planned versus completed activities and identify operational gaps Ensure all patient informed consent forms are completed signed dated and properly maintained Identify performance gaps investigate root causes and implement corrective and preventive action plans CAPAs based on issue severity and frequency Attend Care Coach calls as an observer to monitor service quality and compliance Ensure project documentation is maintained and updated throughout the program lifecycle including Patient consents Courier invoices Stock receiving forms Training attendance records Conduct quarterly reviews to verify file completeness and compliance Pharmacovigilance amp ComplianceReview Adverse Event AE reporting forms to ensure Accuracy and completeness of documentation Consistency with primary source information when applicable Submission within required timelines 24 hours or as specified by the client s PV team Track all reported adverse events within patient tracking systems Perform regular adverse event reconciliations before submission to the client Reporting amp Financial Oversight Prepare and submit Monthly Performance Reports within agreed timelines Monitor and track project pass-through expenses on a regular basis Prepare and submit quarterly pass-through expense reports to clients Develop and deliver monthly program status reports highlighting achievements risks challenges and progress against objectives Stakeholder amp Team Management Manage and supervise Care Coaches Patient Support Specialists Call Center staff and administrative personnel Maintain regular communication with clients and key stakeholders Collaborate cross-functionally with internal teams to support program requirements and ensure smooth execution Report progress against business objectives and recommend future strategic directions Project Management amp Risk Mitigation Establish program frameworks implementation plans timelines and deliverables Monitor project performance and milestone achievement Identify emerging risks and issues and implement appropriate mitigation strategies Assess project risks and define contingency plans when necessary Required Skills amp Experience Professional Experience2 to 3 years of experience within the pharmaceutical market access patient support or healthcare services industry Minimum 1 year of managerial experience in patient program management Strong understanding of patient affordability and access programs within the life sciences sector Industry KnowledgeExcellent understanding of Egypt s healthcare regulatory environment including relevant regulatory bodies and requirements Strong knowledge of Egypt s insurance and reimbursement landscape Familiarity with pharmacovigilance processes and compliance requirements Education amp Qualifications Bachelor s degree in Life Sciences Pharmacy Healthcare or a related field Master s degree is considered an advantage but is not required Fluency in both English and Arabic Advanced proficiency in Microsoft Office applications Excel PowerPoint Word and Outlook An energetic, results-driven professional with strong leadership capabilities, exceptional attention to detail, and a passion for improving patient access and support services. The ideal candidate will be capable of balancing operational excellence, compliance requirements, client expectations, and team performance to ensure successful program delivery. #J-18808-Ljbffr iqvia