About the role
JOB DESCRIPTION
Training SPOC – Patient Support Program (PSP)
Company: IMS (PharmaPoint Group)
Location: Bangalore/Mumbai
Experience: 3–5 Years
Job Purpose
To drive training and capability development across Patient Support Programs (PSP). The Training SPOC will be responsible for developing training plans, conducting induction and refresher training, improving counselling quality, strengthening process knowledge, and ensuring that employees adhere to approved SOPs, client guidelines, and compliance requirements.
Key Responsibilities
1. Plan and conduct induction, process, product, and refresher training for Field Counsellors, Tele Counsellors, and Team Leads.
2. Identify employee knowledge gaps through quality audits, performance reviews, call monitoring, and feedback from operations teams.
3. Prepare training materials, presentations, SOP guides, process documents, assessment questionnaires, and training modules.
4. Train employees on patient communication, counselling techniques, patient engagement, objection handling, and grievance management.
5. Train teams on Adverse Event (AE) identification, documentation, escalation, reporting timelines, and follow-up procedures.
6. Conduct mock calls, practical assessments, and field counselling simulations to evaluate employee readiness and communication effectiveness.
7. Coordinate with the Quality SPOC to identify recurring errors and develop focused training interventions to improve call quality and process compliance.
8. Ensure employees understand program SOPs, patient confidentiality, documentation standards, client requirements, and applicable compliance guidelines.
9. Maintain training calendars, attendance records, assessment scores, training effectiveness reports, and employee competency trackers.
10. Conduct process assessments and certify employees before assigning independent patient counselling responsibilities.
11. Work closely with all stakeholders to improve team capability and performance.
Experience & Eligibility
• 3–5 years of experience in healthcare, pharmaceutical operations, training, quality, or Patient Support Programs.
• Prior experience in employee training, coaching, and process development preferred.
• Exposure to PSP, oncology, and specialty medicine programs will be an advantage.
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