Customer Care Coordinator (KSA)

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.

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.