SUMMARY OF THE ROLE

This is a core strategic role, directly involved in the overall operation and continuous optimization of the Patient Service Platform, driving the digital transformation of patient experience. Requires close collaboration with Medical, Marketing, Compliance, IT and other functions, building strong cross-functional management capabilities. Proactively explores innovative solutions under a highly regulated environment, continuously enhancing the quality of patient services. Offers broad career development opportunities, including potential promotion to overall platform lead or expansion into patient experience strategy management.

Key Responsibilities:

Central Operations Management

1. Oversee the central operations of the Patient Service Platform, including but not limited to strategy development, planning and budgeting, operational efficiency management, and partner management for both patient-facing and hotline service centers.

2. Drive operational excellence and ensure the achievement of business objectives through effective management practices.

3. Design and standardize weekly and monthly operational report templates for self-service (patient-facing), hotline services (contact center), and PSP projects.

4. Regularly deliver comprehensive operational management reports to provide the department with clear visibility into project progress and challenges.

5. Offer valuable strategic recommendations for the overall operation of the Patient Service Platform, supporting continuous optimization of project planning, operational systems, and functional enhancements including:

• Self-Service – Patient-Facing Operations 自助服务——患者端运营
• Hotline Service – Contact Center Management 热线服务——呼叫中心管理
• PSP Service – Project Support  PSP服务——项目支持

Compliance Management

1. Lead the overall compliance management of the Patient Service Platform, including but not limited to establishing risk control mechanisms and monitoring teams.

2. Ensure that all online and offline operational activities are fully compliant with company policies and regulatory requirements, achieving compliance objectives through robust management measures.

3. Continuously conduct risk assessments based on disease landscape, policy environment, project progress, and patient needs.

4. Proactively identify and manage potential risks, and coordinate both internal and external resources to effectively handle special situations, risk events, and emergencies, safeguarding AstraZeneca’s reputation and ensuring safe project operations.

• Organize and document cross-functional risk control discussions.
• Oversee compliance training for internal staff and manage training records for both internal and external stakeholders.
• Prepare materials required for audits (including DOC, GIA, etc.).
• Build and manage a first-line monitoring specialist team to ensure effective daily monitoring.

REQUIREMENTS

• Demonstrated strategic thinking and a holistic perspective, with the ability to oversee central operations of the Patient Service Platform and drive achievement of business objectives.
• Extensive experience in project management and cross-functional collaboration, with a proven ability to efficiently design, optimize, and implement operational processes and reporting systems.
• Proficient in digital tools and platform operations, with hands-on experience in mini program management, vendor management, and content operations; this is a mandatory requirement.
• Experience in hotline service management, including effective management of vendors, team permissions, scripts, and FAQs to ensure service quality and compliance; this is not mandatory but will be considered a strong asset.
• Strong risk identification and compliance management capabilities, with the ability to establish robust risk control mechanisms, organize cross-functional risk discussions, and drive compliance training and audit preparation.
• Excellent data analysis, operational optimization, and multitasking skills, with the ability to continuously enhance operational efficiency based on business needs.
• Outstanding communication, coordination, team management, and influencing skills, with the ability to lead teams through challenges and drive change.
• At least 10 years of relevant experience in the pharmaceutical or healthcare sector, with a minimum of 3 years in team management; experiences both in brand management and patient services is preferred.
• Strong verbal and written communication skills in both Chinese and English.
• Bachelor’s degree or above.