Job Description

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

The Position

Type: Contract Role (3rd Party Payroll)

Job Purpose: Join our dynamic team to support the execution of Roche's Patient Assistance Programs. You will play a crucial role in enrolling and handling eligible patients, ensuring they have access to Roche products while adhering to internal and external regulations. This position requires collaboration with diverse cross-functional teams and external stakeholders to enhance the patient experience.

Key Responsibilities:

1) Operational Excellence:

• Implement Roche Patient Assistance Programs optimally, focusing on delivering value to patients while meeting established metrics, timelines, and data accuracy.
• Maintain accurate patient information in Roche’s electronic systems.
• Respond to inquiries from patients and healthcare professionals via phone and email.
• Handle physical and electronic documents, alongside other clerical duties.
• Assist in updating Patient Assistance Program information across digital platforms.
• Conduct field-based activities as required.
• Build and maintain positive relationships with healthcare providers, including doctors, nurses, and pharmacists.
• Identify opportunities to enhance the value of our offerings for patients.

2) Compliance:

• Understand and implement compliance requirements in alignment with Roche Directives and other relevant guidelines.
• Ensure adherence to License-to-Operate requirements during program start-up phases.
• Secure necessary approvals for program execution and proactively identify and call out potential risks to ensure timely risk mitigation.

3) Additional Duties:

• Undertake other responsibilities as assigned to support business needs.

Competencies:

• Exceptional customer service skills to develop positive interactions with patients and healthcare professionals.
• Strong communication abilities to collaborate effectively with internal teams.
• High level of integrity to maintain patient confidentiality.
• Meticulous attention to detail for accurate documentation.
• Strong organizational skills to prioritize multiple tasks and handle interruptions effectively.
• Problem-solving skills to address documentation issues and respond to patient queries.
• Compassion and empathy to support patients and caregivers in ambitious situations.
• A proactive attitude, taking ownership and driving results to achieve expected outcomes.

Education and Qualifications:

• Degree in Life Sciences is a plus.
• Previous experience in customer service, the healthcare sector, or patient interaction is advantageous.
• Fluency in written and spoken English and Bahasa Malaysia is essential; proficiency in Mandarin is a plus.
• Competence in basic computer software and applications.

Why Join Us? At Roche, we are committed to making a significant difference in patients' lives. If you are passionate about patient care and want to be part of a dedicated team, we encourage you to apply! Together, let’s improve access to life-changing therapies for patients across Malaysia.

Who we are

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

Roche is an Equal Opportunity Employer.

Job Requirements