Professional Education Coordinator
Smith & Nephew
Total years of experience :19 years, 10 Months
I am responsible for the implementation of Regional Professional Education events in line
with the function’s strategic imperatives, including the coordination of all clinical education
activities organised at an APAC-EM level. I ensure that all Professional Education events
adhere to the company's code of ethics and any legal and compliance responsibilities that
are relevant to the country or countries covered. In addition, I drive and manage the
workflow of cross-functional projects relevant to Professional Education event planning
initiatives with input from relevant internal and external key stakeholders.
My main tasks are:
Responsible for managing the logistical arrangements timely delivery of the training
courses planned for the whole year, including the hotel selection, compliance
approvals, managing speakers contracts, flights, transfers and accommodation
bookings, healthcare professional participants ground transfer arrangements and
accommodation bookings.
Create and schedule the yearly regional calendar of events.
Works closely with training materials suppliers, caterers, healthcare professionals, etc.
Ensures that any training courses adhere to each healthcare professional’s countries
compliance, as well as the events location.
Liaise with the different local markets covered by the business unit regarding their
nominated healthcare professional participants flights and participation.
Work closely with the Marketing team, in terms, of liaising with our healthcare
professionals in obtaining their consultancy services (ie product design
developments, internal sales training, program development, marketing campaigns,
etc.)
Liaise with the Regional Clinical Professional Education Leads in the decision making
with regards to current and future Education programs relevant to educational
events/ meetings/ conferences, ensuring that Professional Education is on message
whilst keeping abreast of external trends in the market.
Ensure Professional Education events are effectively communicated to involved
stakeholders through production and co-ordination of advertising materials.
Distribute intelligence/ data to the Commercial teams following all Regional
Professional Educational events.
Monitor expenditure in line with education budget. Implement each course on
budget, ensuring expenditure is in line with expectations and communicate budget
variances to the relevant internal stakeholders.
Effectively manage event logistics to ensure successful delivery of all programs.
Ensure budgetary control of all A&P spend and associated professional education
activity in line with business priorities.
Work closely with the Regional Compliance Officer(s) to ensure alignment to all latest
Company Global processes and requirements.
Administrative support to SVP Strategic Marketing - Advance Surgical Devices and
team, and VP Regulatory Affairs / Quality Assurance and team
Booking travel and accommodation adhering to company guidelines and travel
policy
Country Visa / travel assistance for staff who are going on business trips to countries
which will require them to have visas to enter
Diary management
Arranging meetings internally and externally, booking lunch/dinners, meeting venues
Document preparation - create and update presentations
Organizes programs, events, meetings, conferences and medical education forums by
arranging facilities, hotels, airport transfer, caterers and issuing information or
invitations
Ensuring that Medical Education forum arrangements has to adhere with each
healthcare professional countries compliance as well as the events location
Liaise with countries local medical education specialists, compliance liaisons and
administrative assistance for events and forums organized in their countries
Liaise with the Finance team with regards to events / meeting venue payments and
cross charging processes
Maintain the Strategic Marketing team’s contact list updates for all the countries
covered in our region
Maintain the Strategic Marketing team’s travel calendar
Partly responsible for sending out Marketing and Regulatory Affairs approved
Product Registration requests to their respective business units (ie Endoscopy,
Orthopaedic and Wound Care & Devices)
Maintains Regulatory Affairs and Quality Assurances main email for countries
manufacturing transfers, quality holds and regulatory intelligence updates and
ensuring all emails have been cascaded to relevant people
Expenses report and general filing
Raising Purchase Orders using Axapta
Reception back-up ad-hoc
Reception - assisting visitors/callers as appropriate
Administrative support to Regulatory Affairs / Quality Assurance team, Business
Strategy and IT
Country Visa / travel assistance for staff who are going on business trips to countries
who will require them to have visas
Monitoring / Ordering of office and catering supplies and maintaining accurate
records of inventoried items
Improved and implemented the lunch ordering processes for 40 people in the office
preventing wastage and at made it sustainable.
Schedules and supervises (with housekeeping assistance) any office repairs including
but not limited to electrician, painter, art hanging, HVAC repair, etc
Raising purchase orders using Axapta
Annual Leave recording
Meeting room bookings
Mail and Couriers
New Starters; setting-up induction meetings with relevant people to their position,
business cards, desk set-up
Maintains records for staffs weekly whereabouts as most of them travel to different
countries who fall in our market
First Aider
Monthly contact list updates for all the countries covered in our Region
• Improved the overall office efficiency, client handling and customer service by overhauling previously haphazard filing system
• Creates and maintains database (CRM system)and spreadsheet files
• Works with company's technical support staff to ensure own as well as employer’s/business centre client’s computers, phones, and all other communications facilities work effectively
• Files and maintains up to date filing lists
• Orders all office supplies quarterly or as needed-ensuring that office or temporary work space have adequate supplies and communications facilities for employer/business centre client’s to work effectively
• Maintains accurate records of all inventoried items
• Screens incoming calls and correspondence
• Sorts mail daily
• Arranges complex and detailed travel plans and itineraries, compiling documents for travel-related meetings
• Organizes all trips both business and personal-sometimes with travel agent assistance and sometimes independently
• Prepares employer / consultants / business centre client’s for meetings and trips by ensuring that all information relevant to the meetings is readily available
• Organizes programs, events, meetings or conferences by arranging facilities and caterers, issuing information or invitations
• Prepares agendas, notices, minutes and resolutions for corporate meetings
• Takes and transcribes dictation and prepare confidential correspondence, reports and other complex documents
• Types memos and other department forms and documents
• Schedules and supervises (with housekeeping assistance) any office repairs including but not limited to electrician, painter, art hanging, HVAC repair, etc
• Organize periodic renewal of Licenses (For Clients)
• Collect all necessary documentation in order to organize all official paperwork for submission at the Ministry
• Submission of correct documentation to obtain licenses and efficient collection of Licenses to take place when completed
Sort mail, file all documentation pertaining to advertisements, handle courier and maintain a Client / Master File.
Basic administrative and front office operations.
Booking, editing / proofreading and confirming advertisements.
Correspond with clients via email, fax and telephone.
Maintaining daily reports for material checks and follow up, handle daily sales reports and remittances (cash / credit card)
Ability to handle volume in a high pressure environment, typing speed and accuracy, taking accountability, time management - working to deadlines.
Follow up outstanding payments as generated in the Disputed Invoices List weekly and coordinate with Credit Control / Accounts.
Process all advertisement requirements of contract / one-off clients, as per schedule, and for various products as per deadlines.
Ensuring material deadlines and Ministry guidelines.
Build up revenue by way of subscription sales, sales of backdated issues, inquiries / booking requests posted on the company website.
Resolve complaints and queries satisfactorily and maintain a high level of customer satisfaction by maintaining an extremely pleasant demeanor and being informative & helpful.
Charging of credit cards for remote offices / counters.
Answer inbound calls as well as assist customers who have specific queries.
Provide accurate document processing.
Ensure efficient internal & external communications and complete administrative duties as assigned.
Handle customer complaints and suggestions, provide product information.
Perform customer verifications, process orders, forms, applications and requests and direct requests and unresolved issues to the correct department.
Create a systematic process of record keeping and tracking application - approval - retention process and making sure that each step is documented efficiently.
Taking prospective customer enquiries through e-mail, phone and “special rate offers” data base, directing them towards sign up of the service they are interested in or the service that fits their needs.
Follow through sign up process of new customer applications to make sure that customer is signed up and received the confirmation letter.
Monitor all newly signed customer accounts, contact customers who have not started using the service, and either train them on how to use the service, various features or offer them an alternative service.
Monitor all cancelled accounts and contact those that meet the criteria to bring them back to the company. Ensures customers are receiving effective service by serving as a liaison between customers, tech support and customer service representatives. Proactively addressing potential service issues likely to compromise customer satisfaction.