Director, Pfizer Patient Services I&I

Role Summary

The Director, Pfizer Patient Services I&I leads patient access and support for the I&I/Pfizer Dermatology portfolio (Cibinqo, Litfulo) and potential launches within I&I. The role oversees efficient operation of patient access services and patient support programs (e.g., Hubs, Copay) and the design, build, and operation of future I&I assets. It develops strategies, executes access/service tactics, manages vendors, and coordinates with stakeholders to align to brand strategy, optimizing access to Dermatology/I&I therapies and owning the patient experience from prescription through fulfillment. The Director partners with brand teams, field reimbursement colleagues, legal, external vendors, PAP, USMA, and Pfizer Patient Services colleagues to support the I&I business in a compliant manner. The incumbent embraces Pfizer’s Blueprint and core principles and will lead ad-hoc I&I/PFE projects and Hub offerings outside day-to-day responsibilities as needed.

Responsibilities

• Serve as the subject matter expert to lead the development, innovation, execution, and evolution of the PDPA Hub and patient support program strategies
• Lead and support the development of the access strategic and tactical plans for the Dermatology and other I&I brands, including Cibinqo, Litfulo
• Lead the execution and maintenance of patient access services
• Lead and manage the Hub/reimbursement services and vendor engagement
• Lead RFP selection process (if required)
• Direct and lead patient service enhancements and initiatives
• Own budget development and management: Recommend funding/budget requirements and manage dedicated brand dollars to access and patient support initiatives
• Negotiate and execute contracts with key third-party vendors to ensure we achieve cost effectiveness
• Lead coordination with Pfizer Digital and monitoring of Polaris data feed accuracy and availability
• Continually innovate by identifying, developing, and executing patient support services that help appropriate patients access and stay on their prescribed therapy
• Coordinate with Pfizer Patient Services, Channel Management (CM), and USMA colleagues on initiatives with the SPP distribution network, specialty payers, and cross-enterprise synergies
• Adequately liaise with brand teams, field sales organization, and other cross-functional colleagues as required
• Integrate and manage new approaches and technology to increase efficacy and patient engagement
• Leverage data and analytics to identify opportunities to improve all stages of the post Rx patient journey
• Ensure compliance with Pfizer’s SOPs and BRD’s (Business Rules Document) and service quality of the Hub
• Responsible for ensuring compliance with PFE policy
• Accountable for key operations metrics and conducting reviews with vendors. Provide leadership to improve operations and leverage organization synergies
• Hub services quality assurance monitoring and remediation
• Partner with appropriate stakeholders to monitor Hub vendor key performance indicators, physician office satisfaction, and field force satisfaction
• Development of patient access services content, collateral, printing, distribution, and field communications
• Lead the review and approval of appropriate materials through the Review Committee (RC) process
• Ability to develop and integrate market insights and analytics into access/services strategies and tactics
• Lead ad hoc research projects to derive insights
• Identify key Hub performance indicators and monitor performance data
• Co-lead Periodic Business Reviews (PBR) with key PFE stakeholders
• Lead key ad-hoc business reviews with USMA and brand LT
• Hub – SPP data feeds and onboarding coordination with SAS colleagues, as appropriate
• Execute the “Annual Hub Audit Check List”
• Coordinate audits with Hub vendors as required, including coordination with external and internal auditors
• Lead CSP registration, training, and YRR requirements for Hub, Copay, and other key patient support programs
• Produce relevant reports associated with the above activities, as required
• Embrace, embed, and demonstrate a Patient First mindset to support services and bring that approach to Pfizer vendors

Qualifications

• Required: Bachelor's Degree minimum; MBA or relevant graduate degree preferred
• Required: 8+ years of pharmaceutical experience in market access, Hub, specialty pharmacy, reimbursement services, or marketing roles
• Required: Strong project management skills and experience
• Required: High attention to detail with a customer service orientation
• Required: Knowledge of Hubs and payer intermediaries for specialty products
• Required: Understanding of reimbursement dynamics given multiple sites-of-care
• Preferred: Leadership experience
• Preferred: Vendor management experience
• Preferred: Experience working in a cross-functional, matrix organization
• Preferred: Experience in executing and managing highly complex programs and projects
• Preferred: Strategic mindset, analytical thinking, interpersonal skills, leadership skills, communication skills, entrepreneurship
• Preferred: Understanding the patient needs/services and the patient journey through Hub and Specialty Pharmacy
• Preferred: Conceptualization, development, and execution of patient support programs
• Preferred: Experience in marketing, payer marketing, specialty pharmacy, strategic and tactical planning, and business analytics

Education

• Bachelor’s Degree required; MBA preferred

Additional Requirements

• Must travel by airplane and trains to Pfizer NYC and/or Collegeville HQ, Hub vendor locations, and various trade/medical/patient meetings
• Hybrid work arrangement and will require to work 2/3 days a week from site