Training and Quality Consultant, PatientCare

About Zuellig Pharma

Zuellig Pharma (ZP) is one of the largest healthcare services groups in Asia and our purpose is to make healthcare more accessible.

For over 100 years, we have been the trusted partner for healthcare companies looking to realize opportunities in Asian markets. With our deep-reaching infrastructure and sole focus on healthcare, we offer our clients unparalleled access to all healthcare channels across 13 countries in the region. Our focus is always about combining our market insight with a thorough understanding of your needs to deliver the best solution that connects you to patients. We believe delivering your products is only the first step to capturing the Asian markets. That is why we have continued to invest in developing innovative solutions that expand across Distribution, Clinical Reach, Sales & Marketing, Patient Centered Services, and Community Pharmacies.

Zuellig Pharma is the leading provider of distribution services to manufacturers in the life science industry in the Asia Pacific region. With operations in 13 countries or territories Zuellig Pharma has strong market positions, critical mass, broad geographic coverage and significant potential for continuing growth.

JOB PURPOSE

An effective quality and training process is necessary to ensure that personnel who plan, implement, and assess environmental programs have the skills needed to perform their responsibilities. To implement the quality & training process can:

• help institutionalize quality system requirements through learning
• provide guidance on how to comply with quality system policies and requirements
• enhance individual performance by developing proficiencies in the use of QA and quality control (QC) tools and related technical skills
• standardize quality systems policy throughout an organization

KEY RESPONSIBILITIES

• Manage the global/local quality and training function for both Singapore and Malaysia CareConnect Program.
• Facilitate new comer on-boarding training, program related training sessions for all CareConnect personnel, face to face or virtually.
• Review call recordings, e-mails, live chats and other communication of the program consultant /administrator both - Outreach & Contact Center and provide feedback as well as suggest improvements in positioning programs more effectively.
• Conduct role-plays and mock calls with program consultant /administrator and to support them in enhancing their program communication strategy.
• Facilitate process training sessions on vital elements such as CRM (Customer Relationship Management Software) and Contivio (Voice Over Internet Protocol Platform) to name a couple.
• Work with the Managers - Outreach & Contact Center, in preparing the training calendar, post conducting the training needs analysis.
• Conduct communication skills and motivational talk sessions for the program consultant /administrator both - Outreach & Contact Center.
• Gather quantitative and qualitative feedback from the program consultant /administrator for both - Outreach & Contact Center post each training session.
• Analyze data and tracking the effectiveness of the training interventions with respect to key business metrics and furnishing regular reports on this to the Operation Manager.
• Work together with the Operation Manager and Assistant Managers for both - Outreach & Contact Center, mentoring and guiding the team to greater success, in terms of enrolments, productivity and efficiency.
• Monitor the performance of each program consultant /administrator for both - Outreach & Contact Center, post the training sessions, and track critical elements for each program which indicated items list in the KPI.
• Work on constant improvements in the training process and create robust data analytics frameworks so as to effectively measure, quantify and analyze every step of the training process so as to positively impact the performance / productivity of each member of the team.
• Collaborate seamlessly with key stakeholders including but not limit to Regional Operations Manager, Local Operations Manager and Assistant Managers for both - Outreach & Contact Center, the Medical Marketing team, Business Development and ZP HR Training Manager, ZP QA Manager, etc.
• Prepare and deliver presentations on a periodic basis before the key stakeholders providing them with updates on the training interventions and the tangible results achieved therefrom.
• Any other duties as assigned by the direct report manager.
• Develops and maintains all operational procedures and SOPs under CareConnect PatientCare services.

Additional Responsibilities

• Proactively and continuously review of our services in partnership with key stakeholders:
• Ensure quality, service, medical governance standards are upheld;
• Service levels and targets are achieved, making real time changes if any shortfall is discovered
• Review operational protocols (BRS & SOP) and call scripts to make sure all follow Compliance policy
• Efficiencies of health care professionals/operations staff are maintained and improved (such as increased contact rates, increase occupancy rates), recommends and implements changes where necessary
• Data records are maintained and updated and audited in line with operational procedures
• Customer complaints are actioned in timely and professional manner
• Recommend and implement any changes where necessary.
• Support PatientCare programs as back-up program consultant role if needed.

REQUIREMENTS

• Possess a Degree in Nursing, Health Sciences or equivalent
• 1-3 years working experience
• Good coaching and listening skills and demonstrate ability to motivate patients to assist them to achieve their goals