EAP Program Coordinator

Uniphar•Boston, MS

10d

About The Position

The EAP Program Coordinator manages enquiries from healthcare professionals and supports the delivery of pharmaceutical programs. The role works with Project Management to understand program KPIs and deliverables, assists prescribing physicians and pharmacists, and escalates medical enquiries to the pharmaceutical client when needed. It also manages qualification processes, hospital and wholesaler accounts, healthcare professional requests, and patient enrolment in accordance with applicable SOPs, Good Distribution Practices, quality requirements, and local regulations. The coordinator supports program operations across regulatory compliance, supply chain, order processing, logistics, reporting, and finance. Duties include processing ERP sales orders, coordinating warehouse fulfilment and courier shipments, ensuring products are received and handled under required storage and temperature conditions, preparing client reports and order updates, issuing invoices, updating billing costs, and helping reconcile overdue accounts and monitor payments. 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 an intermediate level.
Strong attention to detail.
Ability to follow comprehensive processes and adhere to rules.
Interest in expanding 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, 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 healthcare professional enquiries received 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 as necessary.
Follow qualification processes for healthcare professionals and hospitals in accordance with SOPs and Good Distribution Practices.
Manage hospital and wholesaler accounts in Uniphar systems, coordinating account setup and revalidation with Quality and Finance.
Manage new healthcare professional requests and patient enrolment in line with program, quality, and in-country regulatory requirements.
Coordinate with Regulatory, Quality, and Supply Chain teams to support compliance with legal pathways, importation requirements, and healthcare professional application processes.
Process sales orders through the ERP system for billing.
Coordinate with the warehouse to ensure orders are picked, packed, and shipped correctly, and provide required shipping documentation.
Book courier collections and deliveries and oversee compliant, timely shipments and product receipt under required storage and temperature conditions.
Assist in generating client reports on program metrics and provide order-tracking updates.
Issue product-order invoices 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.