General Medicines
Where bold ideas and groundbreaking science shape
the future
of care

OB PURPOSE

The Patient Services Specialist is responsible for supporting both patient support programs and diagnostic services across the Country. This role focuses on ensuring patients have access to necessary treatments, diagnostic testing, education, and support services while maintaining compliance with local regulations and Sanofi policies. The specialist works closely with healthcare providers, laboratories, service vendors, and internal stakeholders to support the delivery of high-quality patient services and diagnostic solutions that improve disease diagnosis, treatment adherence, patient outcomes, and overall patient experience.

KEY RESULTS - ACCOUNTABILITIES

1. Diagnostic Services Support

• Support the implementation of diagnostic projects and programs across therapeutic areas

• Coordinate with laboratories and healthcare facilities to ensure proper execution of diagnostic testing services

• Monitor diagnostic test numbers and budget utilization, preparing regular reports

• Maintain operational support for physicians regarding specialized diagnostic tests (Enzyme, Genetic, CRIM, Antibody testing)

• Support high-risk testing projects (HRTs) and follow up through appropriate internal processes

• Assist in mapping local laboratory capabilities and infrastructure for potential partnerships

• Contribute to the development of educational materials about diagnostic testing for healthcare professionals

2. Patient Program Implementation and Support

• Support day-to-day operations of patient support programs according to established protocols and guidelines

• Monitor program performance metrics and prepare regular reports on program outcomes

• Coordinate with service providers to ensure timely delivery of patient services

• Identify and report operational issues that may impact program effectiveness

• Maintain accurate documentation of all program activities and patient interactions

• Support the development of patient education materials and resources

3. Stakeholder Engagement

• Serve as a liaison between healthcare providers, laboratories, patients, and internal Sanofi teams

• Build and maintain relationships with key healthcare providers to increase awareness and adoption of diagnostic services and patient programs

• Collect feedback from patients and healthcare providers to identify areas for program improvement

• Collaborate with cross-functional teams to ensure alignment of diagnostic and patient program objectives with medical and business priorities

• Support the Patient Solutions Head in stakeholder engagement activities and scientific exchanges

4. Compliance and Governance

• Ensure strict adherence to local regulations, data privacy laws, and Sanofi policies in all program activities

• Maintain up-to-date patient and HCP consent forms in line with local data privacy requirements

• Support the Patient Solutions Head in monitoring and managing program compliance

• Participate in periodic program reviews and audits

• Complete all required training related to diagnostic services, patient programs, and data privacy

5. Data Management and Insights

• Collect and analyze program and diagnostic data to generate meaningful insights

• Prepare regular reports on diagnostic testing volumes and patient program performance

• Identify trends and patterns that could inform program enhancements

• Support evidence-generation activities related to diagnostics and patient programs

• Maintain accurate records in tracking tools for both diagnostic services and patient programs

6. Patient Education and Support

• Contribute to the development of disease awareness and diagnostic education materials

• Support the implementation of the patient digital educational ecosystem

• Ensure patient materials are culturally appropriate and meet local requirements

• Facilitate patient access to diagnostic testing and treatment through support programs

• Identify opportunities to enhance the patient experience throughout their diagnostic and treatment journey

7. Medical Information Support

• Respond to inquiries about product information

• Assist in maintaining medical information databases and resources

• Support the development of standard response documents and FAQs

• Help track and document medical information requests and responses

• Collaborate with team members to ensure timely response to inquiries

8. Field Related Tasks

• Healthcare Professional (HCP) Communication:

• • Organize and participate in scientific events to educate HCPs about the available diagnostics and patients programs

  • Disseminate unbranded content and educational materials to HCPs

  • Engage in scientific discussions with HCPs, focusing on gathering insights related to disease awareness and patient needs

  • Participate in roundtable discussions or advisory boards to gather insights on current patient care

• External Partnerships:

• • Engage with Patient Advocacy Groups (PAGs) and Scientific Societies to understand patient perspectives and needs

  • Participate in working groups/meetings focused on improving patient outcomes

• Data Collection and Analysis:

• • Discuss with vendors on program effectiveness and patient outcomes

KEY WORKING RELATIONSHIPS

INTERNAL

• Medical Department

• Marketing & Sales Teams

• Regulatory Affairs

• Compliance

• Finance

• Global Diagnostic Team

EXTERNAL

• Healthcare Providers

• Laboratories and Diagnostic Centers

• Patient Support Program Vendors

• Patient Advocacy Groups

• Service Providers

SKILLS, EXPERIENCE & KNOWLEDGE REQUIREMENTS

Education: Healthcare-related degree (pharmacy, nursing, laboratory sciences, public health, or related field)

Experience: Experience in diagnostic services, patient support programs, healthcare services, or related field

Skills:

• Understanding of diagnostic testing processes and laboratory operations

• Knowledge of rare disease diagnostics and testing pathways

• Strong project management capabilities

• Excellent communication and interpersonal skills

• Ability to work effectively in cross-functional teams

• Data analysis and reporting skills

• Understanding of healthcare systems and patient journeys

• Knowledge of regulatory requirements related to diagnostic services and patient support programs

• Proficiency in Microsoft Office applications

Languages: English and relevant local languages

COMPETENCY REQUIREMENTS                   

• Patient-centered approach

• Attention to detail

• Problem-solving skills

• Adaptability and flexibility

• Ethical conduct and integrity

• Collaborative mindset

• Results orientation