Customer Care Coordinator – Patient Support Programs

About the role

The Customer Care Coordinator supports patient support programs by ensuring patients receive timely, compassionate assistance throughout their treatment journey. Acting as a trusted advocate, the coordinator removes barriers to care and helps patients navigate enrollment, medication delivery, and program education.

Key responsibilities

• Assist the line manager and program team in managing patient support programs and liaising with key stakeholders.
• Ensure timely enrollment of eligible patients according to defined workflows and program timelines.
• Educate and guide patients through the enrollment process, maintaining accurate and complete patient files.
• Accompany team members on visits to healthcare providers, pharmacies, or support sites to facilitate program implementation.
• Coordinate efficient medication delivery to patients and report any adverse events or product complaints.
• Prepare regular performance reports, maintain electronic patient records, and use Axios’ Patient Management System for all activities.
• Complete required trainings, including product knowledge and pharmacovigilance, and adhere to Axios SOPs.

Required profile

• Strong communication and interpersonal skills to interact with patients, healthcare providers, and internal teams.
• Detail‑oriented with the ability to maintain accurate records and documentation.
• Proactive attitude and ability to work both independently and as part of a multidisciplinary team.
• Willingness to travel for site visits and support program implementation.

Required skills