Expanded Access Program Coordinator Team Lead

Team Leader: Team Lead Management of relevant EAP Program Coordinator (PC) Team

Responsible for managing the EAP Program Coordinator (PC) Team, ensuring continuity of service, training staff, advocating continuous improvement, reporting to the EAP Program Delivery Director, and overseeing KPIs, deviations, reporting and client invoicing.

Responsibilities

• Manage the PC Team, including division of duties and ensuring continuity of service.
• Train Senior Program Coordinators (SPCs) and Program Coordinators (PCs).
• Advocate continuous improvement and best practice.
• Report closely to and with the EAP Program Delivery Director.
• Accountable for KPIs, PC Team deviations, reporting and client invoicing.
• Direct line management activities for Senior PCs and PCs within your team.
• Align with other EAP Team Lead(s) to ensure efficient communication and training across all EAP PC teams.
• Act as the escalation point for the EAP PC team.
• Provide mentoring and training.
• 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.
• Proactively acquire knowledge in Wholesalers, Partners, Supply Chain and Systems to provide support for these areas.
• Proactively acquire knowledge in Quality and Regulatory Compliance for EAPs.
• Cover (if required), Healthcare Professional Enquiries Management: oversee and triage all enquiries from Healthcare Professionals (HCPs) through dedicated program email inboxes and telephone lines, ensuring timely responses and resolution.
• Collaborate with Project Management to comprehend specific KPIs and deliverables for each program, ensuring alignment with objectives.
• Support physicians and pharmacists with general enquiries, escalating medical queries to the pharmaceutical client when necessary.
• Manage qualification process in accordance with SOPs and Good Distribution Practices (GDP) for HCPs and hospitals.
• Account management: oversee hospital and wholesaler accounts within Uniphar systems, coordinating with Quality and Finance teams to complete account setup and revalidation when required.
• Handle HCP registration and patient enrolment based on program, quality and in country regulatory requirements.
• Work with Regulatory, Quality and Supply Chain teams to ensure compliance with legal pathways, importation requirements and HCP application processes.
• Process sales orders through the ERP system for billing purposes.
• Coordinate logistics: liaise with the warehouse team to ensure proper picking, packing and shipping of orders, provide necessary shipping documentation.
• Manage courier and shipment bookings, ensuring timely and compliant delivery and oversee receipt of products under required storage and temperature conditions.
• Assist with generating client reports on program metrics and provide updates on order tracking.
• Issue invoices for product orders and support updating of costs for billing process.
• Reconcile accounts: liaise with internal finance teams for reconciliation of overdue accounts and monitor incoming invoice payments.
• Provide administrative and project support 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 and Excel (intermediate level).
• Experience with ERP systems such as SAP or D365 is an advantage.
• Familiarity with CRM tools is a plus.
• 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 highly regulated and ever changing, high pressure environment.
• Excellent verbal and written communication skills.