Eman Matter
Patient Support Programs / Projects Manager
Riyadh,Riyadh
Summary
Experienced projects/ programs manager with over six years of successful experience in Project management, People management, and developing innovative solutions that have a major impact within the business area and organization. Recognized consistently for performance excellence and contributions to success in Pharmaceutical industry. My study as a medical doctor, Trainer, Business administration gave me the power of Excellent reputation for resolving problems and improving customer satisfaction.
Overview
11
11
years of post-secondary education
15
15
years of professional experience
Work History
Patient Support Programs (Projects) Manager
Medical marketing services (MMS)
Riyadh, Saudi Arabia
12.2020 - Current
- Launched, implemented, and management of multiple projects and teams allover Saudi Arabia for pharmaceutical companies.
- Manage quality assurance program, including on-site evaluations, internal audits and customer surveys.
- Use critical thinking to break down problems, evaluate solutions and make decisions.
- Lead projects and analyzed data to identify opportunities for improvement.
- Work with multiple specialties: Respiratory, Rheumatology, and immunology
- Develop and implement performance improvement strategies and plans to promote continuous improvement.
- Eliminate downtime and maximize revenue by providing top project quality control.
- Perform duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment.
- Actively listen to customers and cross function teams, handle concerns quickly.
- Offering friendly and efficient service to all customers, handled challenging situations with ease.
- Responsible for creating, reviewing and auditing reconciliation report of AEs and product complaint.
- Use Microsoft office and other software tools / Platforms to create documents and other communications.
- Create / Review Educational materials and SOPs for the programs.
Patient Support Program Manager (National)
Eli-Lilly pharmaceuticals -Osteoporosis (bone health)
Riyadh, Saudi Arabia
12.2017 - 11.2020
- Management of a team consists of 18 employees all over the Kingdom (seniors and juniors levels).
- Launch and introduce Osteoporosis PSP to KOLs, HCPs of different specialties e.g. Endocrinologists, orthopedics, and Neurosurgants.
- Communicate with all cross function departments at the pharmaceutical company.
- Lead the communications and the primary contact point with all vendors and cross function teams including regional and global affiliates and vendors.
- Responsible for monitoring PV reports and reconciliation reports.
- Auditing of the performance of the program, measurements of KPIs, Call center management and CRM platform (Veeva).
- Conduct meeting and activities with KOLs and committees of different sectors of Health care system at Saudi Arabia.
- Lead the short and long term patient program strategy for assigned brands and/or therapeutic areas in collaboration with the functional teams all over the country.
- Execution of strategic program model scenarios that will deliver value to patients based on market access strategy and ROI.
- Implement, monitor and manage patient program based upon the brand and patient needs, (education, delivery support, adherence, and expert management) and providing differentiated value-offering to patients.
- Responsible within the organization/brand team for the customization of PSP requirements for specific brand(s) and support the RFP process for partner/vendor selection aligned to therapeutic area/brand needs.
- Responsible for patient safety reports and reconciliation reports delivery to the affiliate and work closely with safety drug department and Quality department to ensure that all AEs and PC are reported on time and matching with the patient complaint.
- Closely manage the partner(s), budget and deliverables according to launch timelines and looks for continuous quality and strategic improvements to patient programs.
- In collaboration with medical dep., ensure that patient support tools & training materials are developed and available for patients & health care professionals. In collaboration with training function, rollout training plan for customer facing team.
- Coordinate and develop internal and external stakeholder training related to patient programs and act and the Lead problem solving issues relating to incoming individual patient support issues.
- Monitoring of vendor service quality and internal reporting (of the relative brand that the PSP is performed) on the brand performance and programs monitored performance relative to objectives and targets.
- Quarterly review and optimization of patient support programs.
- Provide liaise between the vendor and related program support functions for training/value & access/supply/adherence/safety /or specific issues.
- Leverage internal resources and provide in-service support for all related products as required in the field by customers.•
- Responsible to maintain, report/analyze PSP market trends by conducting internal and external assessments and maintain detailed knowledge of all available patient support program vendor.
- Provide strategic input and patients’ insights into both brands and market access planning to ensure patient offering optimization and ROI through lifecycle of the brands.
- Identify future resources (both $ and human) required to maintain in place competitive PSP programs.
- Monthly report of PSP achievements and KPIs to Eli-Lilly affiliate.
- The program was a role model for the other region counteries affiliates.
- A consultant for Launching, designing, and Kick off of the program in UAE.
- Conducting Training sessions and workshops for the team:
- Adult learning principles.
- CRM (Veeva) training.
- Good document practice.
- Email etiquette and business communication.
- Doctor – patient communication.
- Phone skills.
- Communication skills.
- Marketing introduction.
- Pharmacovigilance workshop for internal team.
- Evidence based medicine .
- Breaking bad news. (Virtual training - COVID-19).
- Effective business communication skills. (Virtual workshop- COVID-19).
- Effective delegation and introduction in leadership and management training.
Patient Support Program Manager (National)
Abbvie biopharmaceuticals - Immunology
Cairo, Egypt
02.2015 - 07.2016
- Lead the short and long term patient program strategy for assigned brands and/or therapeutic areas in collaboration with the functional teams all over the country.
- Create strategic program model scenarios that will deliver value to patients based on market access strategy and ROI.
- Launch and introduce Immunology PSP to KOLs, and HCPs of different specialties (Rheumatology, Gasteroenerology, Dermatology) .
- Design, implement, monitor and manage patient programs based upon the brand and patient needs, (education, delivery support, adherence, access to public/private reimbursement, financial assistance, and expert management) and providing differentiated value-offering to patients.
- Communicate and organizing collaboration with patient advocacy groups.
- Responsible within the organization/brand team for the customization of PSP requirements for specific brand(s) and support the RFP process for partner/vendor selection aligned to therapeutic area/brand needs.
- Closely manage the partner(s), budget and deliverables according to launch timelines and looks for continuous quality and strategic improvements to patient programs.
- In collaboration with marketing, ensure that patient support tools & training materials are developed and available for patients & health care professionals. In collaboration with training function, rollout training plan for customer facing team.
- Coordinate and develop internal and external stakeholder training related to patient programs and act and the Lead problem solving issues relating to incoming individual patient support issues.
- Monitoring of vendor service quality and internal reporting (of the relative brand that the PSP is performed) on the brand performance and programs monitored performance relative to objectives and targets.
- Quarterly review and optimization of patient support programs.
- Provide liaise between the vendor and related program support functions for training/value & access/supply/adherence/safety /or specific issues.
- Leverage internal resources and provide in-service support for all related products as required in the field by customers.
- Responsible to maintain, report/analyze PSP market trends by conducting internal and external assessments and maintain detailed knowledge of all available patient support program vendor.
- Provide strategic input into both brands and market access planning to ensure patient offering optimization and ROI through lifecycle of the brands.
- Identify future resources (both $ and human) required to maintain in place competitive PSP programs.
- Setup, Initiation and management of Call center service.
- Applying and assessment of monitoring plan for PSP-2016.
- Monthly report of PSP achievements to Abbvie (MEA region).
- Communicate with charities to support patients’ needs.
- Led and managed the financial support programs for the patient with different vendors, associations, and charities.
- Involved in global launching of Abbvie care version 2.
Senior Patient Support Specialist
Abbvie biopharmaceuticals
Eastern area, Saudi Arabia
01.2014 - 02.2015
- Mentoring of patient support specialists of Immunology line.
- Reporting to higher management the KPIs of the Eastern team.
- Conducting double field visits to HCPs and patients' education session.
- In addition to my job responsibilities as Patient support specialist.
Brand Team Essential Member - Spondyloarthropathy
Abbvie biopharmaceutical - Immunology
National, Saudi Arabia
01.2014 - 01.2015
- Brand teams are responsible for setting up innovating goals and strategies of the company, composed of limited numbers of highly selected people with special skills and experience.
- I was responsible for awareness campaign in PHC, referral, and highlight patients’ insights.
Patient Support Specialist
Abbvie Biopharmaceuticals (Abbott PPD) - Immunology
Eastern area, Saudi Arabia
01.2008 - 01.2015
- Organizing & practicing Continuous medical awareness for patients, Public, paramedical stuff, and Health care professionals at MOH, Institutions, & private hospitals.
- Approach MOH, Tertiary, Military hospitals to get official permissions to have clinics for education and assessment of Rheumatoid arthritis, Psoriasis, Spondyloarthropathies, and Inflammatory bowel diseases patients.
Physician (medical Doctor)
Ministry of Health
, Egypt
03.2006 - 10.2007
- Ain Shams university hospital.
- Medical institute of Damanhur.
- Oncology Institute at Damanhur.
- Primary Health Care center
- A director of a Family planning Primary care center.
- G.P. at private hospitals.
- Family medicine resident then specialist grade.
Education
Master of Science - Family Medicine, Community And Quality in Practice
Suez Canal University - Faculty Of Medicine
Egypt 09.2017 - 02.2020
M.B.B.S - Medicine And Surgery
Ain Shams University - Faculty Of Medicine
Egypt 09.1999 - 12.2005
Certified And Licensed International Ass. Trainer - Train of Trainers
International Board Of Certified Trainers (IBCT)
Netherlands 08.2017 - 10.2017
MBA - Master of Business Administration
Anglia Ruskin University
UK 12.2019 - Current
Professional Certificate - Project Management
International Business Management Institute
Berlin -Germany 08.2020 - 02.2021
Professional Certificate - Musculoskeletal Ultrasonography
King Saud University & CRUS
Riyadh & Canada 06.2014 - 01.2015
Professional Certificate - Project Management
University Of California
USA 12.2018 - 01.2019
Skills
Patient engagement
Coordinating team projects
Strategic Planning
People management
Budget and records management
Program management expertise
Motivational interviewing
Communication skills
Computer/ software/ platform skills
Leadership
Adult Education
Marketing
English
Arabic
Flexibility
Patient support and advocacy
Big picture thinker with attention to details
Additional Information
Welling to relocate.
Valid driving license.
Transferable sponsorship.
Welling to travel across GCC (Currently travelling is 30%).
Available for immediate hiring.
Timeline
Patient Support Programs (Projects) Manager
Medical marketing services (MMS)
12.2020 - Current
Professional Certificate - Project Management
International Business Management Institute
08.2020 - 02.2021
MBA - Master of Business Administration
Anglia Ruskin University
12.2019 - Current
Professional Certificate - Project Management
University Of California
12.2018 - 01.2019
Patient Support Program Manager (National)
Eli-Lilly pharmaceuticals -Osteoporosis (bone health)
12.2017 - 11.2020
Master of Science - Family Medicine, Community And Quality in Practice
Suez Canal University - Faculty Of Medicine
09.2017 - 02.2020
Certified And Licensed International Ass. Trainer - Train of Trainers
International Board Of Certified Trainers (IBCT)
08.2017 - 10.2017
Patient Support Program Manager (National)
Abbvie biopharmaceuticals - Immunology
02.2015 - 07.2016
Professional Certificate - Musculoskeletal Ultrasonography
King Saud University & CRUS
06.2014 - 01.2015
Senior Patient Support Specialist
Abbvie biopharmaceuticals
01.2014 - 02.2015
Brand Team Essential Member - Spondyloarthropathy
Abbvie biopharmaceutical - Immunology
01.2014 - 01.2015
Patient Support Specialist
Abbvie Biopharmaceuticals (Abbott PPD) - Immunology
01.2008 - 01.2015
Physician (medical Doctor)
Ministry of Health
03.2006 - 10.2007
M.B.B.S - Medicine And Surgery
Ain Shams University - Faculty Of Medicine
09.1999 - 12.2005