EAP Program Coordinator
About The Position
The EAP Program Coordinator manages enquiries from Healthcare Professionals (HCPs), supports physicians and pharmacists, and coordinates program administration in line with program objectives, SOPs, Good Distribution Practices (GDP), and applicable regulatory requirements. The role works closely with Project Management, Quality, Finance, Regulatory, Supply Chain, and warehouse teams to manage HCP qualification, account setup and revalidation, HCP registration, patient enrolment, orders, and product logistics. The coordinator processes sales orders through an ERP system, arranges compliant courier shipments, prepares shipping documentation, monitors order tracking and product storage conditions, and assists with client reporting, invoicing, cost updates, and account reconciliation. The role also provides administrative and project support and performs other duties as required by management.
Requirements
- Ideally educated to degree level.
- Proficient in Microsoft Outlook and Microsoft Excel at intermediate level.
- Strong attention to detail.
- Ability to follow comprehensive processes and adhere to rules.
- Willingness to expand knowledge of pharmaceutical legal regulations.
- Ability to work in a highly regulated and changing environment.
- Ability to multitask, learn quickly, and think quickly in high-pressure situations.
- Excellent verbal and written communication skills.
- Team-oriented and highly motivated attitude.
Nice To Haves
- Previous experience within the pharmaceutical industry is preferred.
- Experience with ERP systems such as SAP or D365 is an advantage.
- Familiarity with CRM tools is a plus.
Responsibilities
- Oversee and triage enquiries from Healthcare Professionals through program email inboxes and telephone lines, ensuring timely responses and resolution.
- Work with the Project Management team to understand program KPIs and deliverables and align work with program objectives.
- Assist prescribing physicians and pharmacists with general enquiries and escalate medical queries to the Pharmaceutical client when necessary.
- Manage HCP and hospital qualification in accordance with SOPs and Good Distribution Practices.
- Oversee hospital and wholesaler accounts in Uniphar systems, coordinating account setup and revalidation with Quality and Finance.
- Manage new HCP requests and patient enrolment in accordance with program, quality, and in-country regulatory requirements.
- Coordinate with Regulatory, Quality, and Supply Chain teams to ensure compliance with legal pathways, importation requirements, and HCP application processes where applicable.
- Process sales orders through the ERP system for billing.
- Coordinate with the warehouse team on picking, packing, and shipping orders, including required shipping documentation.
- Book couriers for collection and delivery and oversee timely, compliant delivery and receipt of products under required storage and temperature conditions.
- Assist with client reports on program metrics and provide order-tracking updates.
- Issue invoices for product orders and support cost updates for billing.
- Coordinate with internal Finance teams to reconcile overdue accounts and monitor incoming invoice payments.
- Provide administrative and project coordination support and undertake other duties as required by management.
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What This Job Offers
Job Type
Full-time
