Role Overview The Program Manager is responsible for the flawless execution of patient support programs, ensuring all project activities are delivered on time, within scope, and in compliance with defined requirements. The role involves overseeing daily operations, monitoring project progress, managing stakeholders, identifying gaps and risks, and implementing corrective actions to ensure successful program outcomes. The Program Manager serves as the primary point of contact for the client, providing regular updates, driving operational excellence, and ensuring achievement of project milestones according to agreed timelines.

Key Responsibilities

Program Operations & Quality Management

• Oversee the onboarding of new Care Coaches and Patient Support Specialists (PSS), ensuring completion of project-specific induction and refresher training when required.
• Monitor planned versus completed activities and identify operational gaps.
• Ensure all patient informed consent forms are completed, signed, dated, and properly maintained.
• Identify performance gaps, investigate root causes, and implement corrective and preventive action plans (CAPAs) based on issue severity and frequency.
• Attend Care Coach calls as an observer to monitor service quality and compliance.
• Ensure project documentation is maintained and updated throughout the program lifecycle, including: Patient consents Courier invoices Stock receiving forms Training attendance records
• Conduct quarterly reviews to verify file completeness and compliance.

Pharmacovigilance & Compliance

• Review Adverse Event (AE) reporting forms to ensure: Accuracy and completeness of documentation Consistency with primary source information, when applicable Submission within required timelines (24 hours or as specified by the client s PV team)
• Track all reported adverse events within patient tracking systems.
• Perform regular adverse event reconciliations before submission to the client.

Reporting & Financial Oversight

• Prepare and submit Monthly Performance Reports within agreed timelines.
• Monitor and track project pass-through expenses on a regular basis.
• Prepare and submit quarterly pass-through expense reports to clients.
• Develop and deliver monthly program status reports highlighting achievements, risks, challenges, and progress against objectives.

Stakeholder & Team Management

• Manage and supervise Care Coaches, Patient Support Specialists, Call Center staff, and administrative personnel.
• Maintain regular communication with clients and key stakeholders.
• Collaborate cross-functionally with internal teams to support program requirements and ensure smooth execution.
• Report progress against business objectives and recommend future strategic directions.

Project Management & Risk Mitigation

• Establish program frameworks, implementation plans, timelines, and deliverables.
• Monitor project performance and milestone achievement.
• Identify emerging risks and issues and implement appropriate mitigation strategies.
• Assess project risks and define contingency plans when necessary.

Required Skills & Experience

Professional Experience

• 2 to 3 years of experience within the pharmaceutical market access, patient support, or healthcare services industry.
• Minimum 1 year of managerial experience in patient program management.
• Strong understanding of patient affordability and access programs within the life sciences sector.

Industry Knowledge

• Excellent understanding of Egypt's healthcare regulatory environment, including relevant regulatory bodies and requirements.
• Strong knowledge of Egypt's insurance and reimbursement landscape.
• Familiarity with pharmacovigilance processes and compliance requirements.

Core Competencies

• Strong customer service and patient-centric mindset.
• Proven project management and organizational skills.
• Demonstrated ability to manage multiple programs simultaneously.
• Strong analytical and problem-solving capabilities.
• Ability to work independently while fostering effective teamwork.
• Excellent communication, presentation, and stakeholder management skills.
• Comfortable engaging with patients, healthcare professionals, NGOs, regulatory authorities, and internal teams.

Education & Qualifications

• Bachelor's degree in Life Sciences, Pharmacy, Healthcare, or a related field.
• Master's degree is considered an advantage but is not required.
• Fluency in both English and Arabic.
• Advanced proficiency in Microsoft Office applications (Excel, PowerPoint, Word, and Outlook).

Desired Candidate Profile

An energetic, results-driven professional with strong leadership capabilities, exceptional attention to detail, and a passion for improving patient access and support services. The ideal candidate will be capable of balancing operational excellence, compliance requirements, client expectations, and team performance to ensure successful program delivery.