Customer Care Coordinator (Egypt)

The Customer Care Coordinator plays a vital role in supporting and managing Patient Support Programs, ensuring that patients receive timely, compassionate, and professional assistance throughout their treatment journey.

Requirements

• Assist the line manager and assigned program team in effectively managing Patient Support Program(s) by liaising with key stakeholders.
• Ensure timely enrolment of eligible patients in accordance with defined workflow and program timelines.
• Educate and coordinate with patients to facilitate a seamless enrollment process aligned with program procedures.
• Maintain accurate, complete patient files, prepared for timely submission in line with project standards.
• Accompany team members on visits to healthcare providers, pharmacies, or patient support sites to support program implementation.
• Ensure patients receive their medications efficiently and without delay.
• Prepare and maintain regular reports on program performance, including patient numbers, services provided, and quality assurance metrics, in collaboration with the team.
• Maintain and update electronic records related to patient data and quality assurance.
• Participate in and complete all required training, including product training, pharmacovigilance, and any other client-provided or Axios-mandated trainings.
• Report any adverse events or product complaints in line with client requirements and Axios Standard Operating Policies and Procedures (SOPPs).
• Perform administrative duties related to program operations and general office support.
• Utilize Axios’ Patient Management System (PMS) exclusively for all program activities.
• Ensure a solid understanding and consistent application of international standards and relevant Axios policies and procedures.
• Comply with all applicable laws, regulations, Axios Code of Conduct, and internal SOPPs.
• Promote awareness of escalation protocols for any deviations or non-compliance issues.
• Support governance and operational monitoring activities across all Axios programs.
• Perform additional duties as assigned by your line manager