Job Summary:
The Program Manager at Manzil Healthcare Services is tasked with the pivotal role of overseeing the development and execution of patient support programs across the UAE and other GCC countries, working remotely. This cross-therapeutic position requires continuous interaction and consultation with the Patients Solutions Manager and external stakeholders. The incumbent will utilize their expertise to guide team members in addressing patient challenges and needs through staff development plans, identifying operational gaps, and implementing process improvements. Responsibilities include monitoring and auditing daily operations, providing advanced knowledge on team interactions within departments and with patients, and ensuring exceptional customer and physician experience while maintaining program compliance.
Key Role Accountabilities:
• Design, implement, monitor, and manage diverse Patient Support Programs, integrating them into broader program frameworks.
• Recommend optimizations and insights for enhancing patient support solutions.
• Collaborate with Line Manager to develop training plans for customer-facing teams, propose patient support program trainings, and lead in resolving individual patient support issues.
• Serve as a resource for team members, assisting with referral processing, patient inquiries, and other complex situations.
• Manage accounts and healthcare providers, conduct regular visits, and secure approvals for service provision within program scope.
• Oversee daily operations, including call volumes, home visits, and workload management to achieve objectives.
• Regularly generate and submit reports as required by the department.
• Develop and update Standard Operating Procedures (SOPs) and processes for the Program.
• Support team in quality monitoring, identifying and reporting quality issues, and coaching.
• Ensure Care Coaches' adherence to policies, procedures, and local regulations.
• Monitor Adverse Event (AE) reporting and liaise with Affiliate Safety Representative (ASR) for timely reporting and monthly report submissions.
• Uphold patient data privacy and confidentiality in compliance with laws and regulations.
Requirements:
• Bachelor’s Degree in Nursing
• Minimum 2 years in a managerial role
• Bilingual proficiency in Arabic and English
• Valid UAE Driving License
• Prior experience in Patient Support Programs (preferred)
Benefits:
• As per the UAE Labour Law
