Patient Support Program Manager - Patient Care Lead

Position: Patient Care Lead

Position Purpose
The Patient Care Lead 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 Patient Care Lead 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 Patient Care Lead 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.
• Provide guidance, training, and ongoing support to subordinates and newly onboarded team members to ensure smooth integration and performance.
• Liaise with external stakeholders to ensure clear, effective, and professional communication.
• Ensure the satisfaction of all involved external stakeholders by providing high quality service
• Collaborate with various internal divisions to ensure alignment.
• Ensure proper utilization of all provided digital platforms for both internal and external usage.
• Oversee the day-to-day operations to ensure timely, accurate processing of patient applications and support requests.
• Ensure the team provides compassionate and effective support to patients, addressing their needs, and resolving issues promptly.
• Conduct regular team meetings to review progress, address challenges, and drive improvements.
• Conduct field visits to meet with healthcare providers, and other stakeholders.
• Conduct quality assurance and monitoring procedures for Patient Safety data reporting.
• Perform additional duties as assigned by your line manager.

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

Benefits of working with Axios include:

• Paying fair market value
• Annual performance-based bonus (based on role, levels, and contract)
• Premium Private health insurance
• Career progression aligned with a competency framework. Humanitarian Impact: Contribute to patient support programs that make a meaningful difference in patients' lives.
• Learning Exposure: Expand your expertise through hands-on experience in global health initiatives and patient-focused programs.

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

Educational Background and Experience
• A degree in a Scientific or healthcare-related field is preferred
• Hands-on experience in a healthcare or scientific field or NGO is ideal
• Experience in data monitoring and management is an advantage.
• Experience coordinating and handling logistics/supply chain is a plus
• 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.