Team Leader:
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Team Lead
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Management of relevant EAP Program Coordinator (PC) Team - including appropriate division of duties, whilst ensuring continuity of service.
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Training of Senior Program Coordinators (SPCs) & Program Coordinators (PCs)
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Advocate for continuous improvement & best practice
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Working closely with and reporting to the EAP Program Delivery Director
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Accountable for KPIs, PC Team Deviations, Reporting & Client Invoicing
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All Direct Line Management activities for Senior PCs and PCs within your team
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Alignment with other EAP Team Lead(s) to ensure efficient communication & training across both/all EAP PC teams
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Act as the escalation point for the EAP PC team
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Mentoring / Training
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Provide support to and cover for SPCs and PCs within your team as required
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Acquire a working knowledge of all programs, processes and systems
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Champion continuous improvement, business change and best practice initiatives
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Wholesalers / Partners / Supply Chain / Systems
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Proactively acquire knowledge in other areas of Uniphar’s EAP Business such as, but not limited to; Wholesalers, Partners, Supply Chain and Systems to be able to provide support for these areas as needed
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Quality / Regulatory Compliance
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Proactively acquire knowledge in Quality and Regulatory Compliance for EAPs
Senior Program Coordinator & Program Coordinator Cover (if required):
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Healthcare Professional Enquiries Management:
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Oversee and triage all enquiries from Healthcare Professionals (HCPs) through the dedicated program email inboxes and telephone lines, ensuring timely responses and resolution.
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Collaboration with Project Management:
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Work closely with the Project Management team to comprehend the specific Key Performance Indicators (KPIs) and deliverables for each program, ensuring alignment with objectives.
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Support for Physicians and Pharmacists:
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Provide assistance to prescribing physicians and pharmacists with general enquiries, escalating medical queries to the pharmaceutical client as necessary.
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Qualification Process Management:
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Comply with the qualification process in accordance with Standard Operating Procedures (SOPs) and Good Distribution Practices (GDP) for HCPs and hospitals.
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Account Management:
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Oversee hospital and wholesaler accounts within Uniphar systems, coordinating with the Quality and Finance teams to complete account setup and revalidation when required.
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HCP Registration and Patient Enrolment:
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Manage new HCP requests, and patient enrolment based on program, quality and in-country regulatory requirements
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Regulatory, Quality and Supply Chain Compliance:
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Work closely with the Regulatory, Quality and Supply Chain teams to ensure compliance with legal pathways, importation requirements, and the Healthcare Professional’s application process where applicable.
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Sales Order Processing:
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Process sales orders through the ERP system for billing purposes.
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Logistics Coordination:
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Liaise with the warehouse team to ensure proper picking, packing, and shipping of orders, including providing necessary shipping documentation.
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Courier and Shipment Management:
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Complete bookings with couriers for collection and delivery, ensuring timely and compliant delivery. Oversee the receipt of products under required storage and temperature conditions.
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Reporting and Metrics:
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Assist with generating client reports on program metrics and provide updates on order tracking.
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Invoicing and Financial Coordination:
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Issue invoices for product orders and support the update of costs for the billing process.
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Reconciliation of Accounts:
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Liaise with internal finance teams for the reconciliation of overdue accounts and monitor incoming invoice payments.
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Administrative and Project Support:
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Assist with various administrative tasks, project coordination, and other duties as required by management.
Candidate Requirements:
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Education: Educated to degree level or relevant experience
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Experience:
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Previous experience within EAP is preferred
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Proficient in Microsoft Outlook & Excel (Intermediate level).
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Experience with ERP systems such as SAP or D365 is an advantage.
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Familiarity with CRM tools is a plus.
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Skills:
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Team Lead with a highly motivated, high energy ‘can-do’ attitude
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Takes accountability for their team
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Strong attention to detail
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Ability to follow comprehensive processes
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Keen to expand knowledge
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Ability to thrive in a highly regulated and ever-changing, high-pressure environment.
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Excellent verbal and written communication skills.
