5 Patient Care Management jobs in Egypt

Patient Care Coordinator (Egypt)

Location: Al Dokki, Cairo

Position Purpose

The Patient 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.

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.
• Perform additional duties as assigned by your line manager

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.

• Relationships
• Work closely with the Line Manager and the assigned program team.
• Work with the related divisions of Axios.
• Maintain ongoing and frequent communication with Axios staff.
• External Partners.
  
  Competencies
• Application of job knowledge.
• Concern for order and quality.
• Adaptability and flexibility.
• Dependability.

• Teamwork

• Educational Background and Experience

• A Degree or Diploma in any medical background or social work is ideal
• 0-1 year of working experience in a healthcare or scientific field or NGO is ideal
• Experience in data monitoring and management is an advantage, though not required.
• Experience coordinating and handling logistics/supply chain is an advantage, though not required.
• 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.

At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You'll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.

A Day in the Life
Make an impact on thousands of patients' lives by joining our Patient Contact Center team. We are here to provide non-clinical support to people using products from our wide and innovative portfolio, which includes cardiac implanted devices and hardware or app-based patient monitoring solutions. Although we are based in the Cairo, we interact with patients across the continent.

Our mission is to be a trusted partner in personalizing remote patient care. We take pride in going above and beyond to help patients, making them feel heard, comfortable, and valued.

Responsibilities may include the following and other duties may be assigned:

• Act as a trusted partner by educating and addressing first-level technical and lifestyle-related questions from our patients, mostly via phone.
• Escalate unresolved cases to second-level technical staff and follow up to ensure resolution.
• Log call information properly in our system, adhering to the regulations and quality requirements applicable to a medical device company such as Medtronic.
• Maintain up-to-date knowledge of our products and therapies. Medtronic provides coaching and training to support this.
• Contribute to the goals of our department and your personal growth.

Required Knowledge and Experience:

• Excellent communication skills, especially via phone.
• Strong empathy and interpersonal skills.
• Positive, culturally sensitive attitude.
• Fluency in Arabic and English.
• Patience and strong analytical problem-solving abilities.
• Proficiency with technology, including the ability to quickly learn new applications and use tools like MS Office.

It would be beneficial to have experience in providing patient support, service-focused roles, or work in a contact centre or technical support environment.

Physical Job Requirements
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position.

Benefits & Compensation
Medtronic offers a competitive Salary and flexible Benefits Package
A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.

About Medtronic
We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions.

Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 95,000+ passionate people.

We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.

Learn more about our business, mission, and our commitment to diversity here

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position

Global Patient Care PRI Escalation & Case Monitoring Specialist

The Opportunity:

The Global Patient Care PRI Escalation & Case Monitoring Specialist plays a vital role, ensuring the complaints that are most critical for Roche are duly handled and being the safety net of Global Patient Care in terms of quality of documentation, which is crucial to ensure the business continuity. This role is suitable for candidates with the right skills, experience and mindset, who share the Roche values and make an active contribution to achieve our vision.

Within this role, your responsibilities will fall into these main areas:

• Check all PRIs identified by the Global Patient Care Organization to ensure the information provided is complete, the documentation requirements are fulfilled and the escalation takes place within the established time limits
• Ensure compliance with the quality guidelines and with the specifications of all PRI escalations as part of a self-controlling team by checking PRIs according to a 4-eyes principle
• Contribute to improving the service quality of the Global Patient Care Organization by conducting quality controls and providing feedback and training
• Identify opportunities to improve the service quality within the Global Patient Care Organization, develop and implement control and training mechanisms in coordination with all interfaces and adapt them to the changing framework conditions after consultation

Who You Are:

• Fluent command of English is a must, any other language is a plus
• In-depth knowledge of Roche products and systems and demonstrated experience customer care
• At least 5 years of experience in complaint handling, processing PRIs and performing quality assurance activities, with appropriate training and further education
• An academic degree or comparable education, ideally in the field of medical technology or quality control, would be a plus
• Sound knowledge of the internal quality guidelines (MQMS)
• Role model in IT navigation skills, fast learner in new technologies
• Engagement with our organization and with the iPDM transformation journey
• Empathic, solution-oriented and team-oriented approach; ability to work quickly and efficiently
• Works with autonomy and flexibility, always with a team work attitude, a person who contributes with a positive spirit to a pleasant working environment
• Excellent analytical skills, multi-tasking, agile skills and flexible to adapt to changes

Who we are

A healthier future drives us to innovate. Together, more than 100'000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let's build a healthier future, together.

Roche is an Equal Opportunity Employer.