Customer Care Coordinator

Position:    Customer Care Coordinator

Position Purpose

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.

The coordinator serves as a trusted advocate and a caring voice, ensuring no patient lives their patient support program journey alone. From coordinating services to providing guidance and quality care, the coordinator brings clarity, transparency, guidance, direction, education, and awareness to the patient support program journey. Whether in the field or the office, every action is taken to make each patient’s experience convenient and compliant.

At its core, this role is about removing barriers to care and ultimately expanding access strategies around the globe, so patients have the chance to receive and maximize the medical benefits and support they deserve.

Duties and Responsibilities

• 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

Relationships

• Work closely with the Line Manager and the assigned program team.
• Work with the related divisions of Axios.
• Maintain ongoing and frequent communication with Axios staff.
• External Partners.

Competencies

• Application of job knowledge.
• Concern for order and quality.
• Adaptability and flexibility.
  

Educational Background and Experience

• A Degree or Diploma in any medical background or social work is ideal
• 0-1 year of working experience in a healthcare or scientific field or NGO is ideal
• Experience in data monitoring and management is an advantage, though not required.
• Experience coordinating and handling logistics/supply chain is an advantage, though not required.
• Experience in customer service management

Job Circumstances

• The position is based in our regional office, and it does entail frequent travel to Clients and partners, which may be outside your designated region.
• Flexibility in ability to travel as well as working hours is essential.