Patient Service Lead - Oncology PAP

Patient Service Lead - Oncology PAP

Experience: 6+ Years

Location: Bangalore

Work Mode: Filed work

We are seeking a highly motivated and experienced Patient Service Lead to spearhead our Patient Assistance Program (PAP) / Patient Support Program (PSP) operations in the Bangalore region. This is a field-intensive leadership role focusing on enhancing patient adherence and quality of life for individuals with complex conditions, specifically in the Oncology domain.

Key Responsibilities:

• Field Team Management:
• Lead, mentor, and manage a team of Patient Care Executives/Counsellors operating in the field.
• Conduct joint field work to ensure team compliance with Standard Operating Procedures (SOPs), counseling effectiveness, and patient management protocols.
• Monitor and drive team performance against key metrics (enrollment, adherence rates, follow-up timeliness).
• Patient & Field Operations:
• Oversee the end-to-end patient journey from initial enrollment and documentation to continuous follow-up and prescription/renewal coordination.
• Ensure timely execution of patient home visits for counseling, service delivery, and document collection.
• Manage and resolve complex patient inquiries, disputes, and compliance challenges with empathy and professionalism.
• Stakeholder & HCP Liaison:
• Establish and maintain strong working relationships with Key Opinion Leaders (KOLs), Oncologists, and hospital staff (e.g., in institutions like Cytecare, Motherhood, Apollo).
• Act as the Single Point of Contact (SPOC) for program updates, patient progress reporting, and Adverse Event (AE) documentation shared with HCPs.
• Coordinate and conduct program promotion/awareness activities with hospitals/clinics.
• Reporting & Compliance:
• Responsible for timely and accurate reporting of field activities, patient metrics, inventory/logistics data, and adherence rates to senior management.
• Ensure all program operations adhere strictly to healthcare regulatory guidelines and company policies.

Required Candidate Profile:

• Experience: 4+ years of overall experience, with at least 2+ years of direct experience in a Patient Assistance Program (PAP) / Patient Support Program (PSP) or in a field-based patient care role within the Specialty/Oncology/Chronic Care divisions of Pharmaceutical, HealthTech, or Hospital organizations.
• Experience leading a small team (2-5 members) is a significant advantage.
• Domain Expertise: Must have strong exposure to the field work structure involving frequent interaction with both patients/caregivers and healthcare professionals (HCPs/Doctors).
• Target Companies: Candidates with relevant experience from companies with strong PAP/field support models are highly preferred, including: Tata 1MG, PharmEasy, NetMeds, Apollo 24/7,Medlife and major Pharma companies (e.g., Novartis, GSK) PSP teams.
• Education: Bachelor’s or Master’s degree, preferably in Hospital Administration, Life Sciences, or a related field.
• Location: Mandatory residence in or willingness to relocate to Bangalore.

Job Type: Full-time

Pay: ₹500,000.00 - ₹700,000.00 per year

Work Location: In person