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Director / Team Leader, SAS Patient Support

1 month ago

New York, United States Pfizer Full time

ROLE SUMMARY

The (I&I, RD, and ONC) Team Lead, Specialty Access Solutions is responsible for leading and supporting patient access, affordability, and support for one of the (I&I, RD, ONC) business units. There are three roles being hired, one in each business.

This position is responsible for building a patient/disease state centric program construct and orientation, hiring and developing the SAS Patient Support HUB team, work/lead with cross functional partners to ensure efficient operations of Pfizer’s patient support program. This demanding role will require exceptional strategic thinking, people leadership, execution of access/affordability/service tactics, vendor management, innovation championing, performance monitoring, and coordination with appropriate stakeholders to align to BU/brand strategy. This position will also be held accountable to lead cross functional USMA/Channel Management team members to drive alignment and operational excellence. In addition, this role has responsibility of ensuring compliance with all associated Pfizer policies; this includes planning/execution of all required auditing and monitoring activities of patient services.

This strategic leadership role partners closely with brand teams (HCP, Patient, and Access Integration), field teams (PSR leadership), Patient Solutions, legal, compliance, privacy, external vendors, Global Health & Social Impact, and USMA colleagues who support the (I&I, RD, Onc) business.

ROLE RESPONSIBILITIES

Responsibilities will include, but are not limited to, the following:
Orchestrate coordination across the Patient Services Channel Management, SAS “POD Lead.”
- Serve a primary point of contact to simplify coordination across Channel Management patient support roles, analytics, POLARIS, Specialty Pharmacy, sNADS, and coordination with other partner roles such as GHSI, P&A Legal
- Coordinate patient services workplans across the team (HUB, Analytics, POLARIS, Affordability, GHSI, and Specialty Pharmacy) to ensure alignment to business unit and brand objectives
- Monitor and hold the “POD” accountable to assigned metrics/KPIs/deliverables
- Ensure proactive communications on team activities, results, and outcomes
- Develop executive level scorecards, in collaboration with the business, to communicate POD team progress
- Benchmark programs across Pfizer and industry
- Liaise with appropriate BU Patient Services and Brand colleagues

Champion the patient experience and address journey pain points
- Identify innovative improvements to create a seamless patient experience
- Leverage data and analytics to accelerate the next step in the access journey
- Rally the Specialty POD to proactively uncover journey challenges and seek solutions
- Scale best practices in operations and vendor management

Lead and/or support specific initiatives in the development, implementation, and maintenance of Patient Access/Patient Support (HUB) services, including:

- Lead the development of a (I&I, RD, Onc) patient support HUB program strategy
- Lead the development and/or support the development of access strategic and tactical plans
- Identify, hire, and train personnel to support (I&I, RD, Onc) HUB patient support programs
- HUB/reimbursement services vendor engagement and management
- Develop effective processes and ways of working to support collaboration with key internal stakeholder
- Tirelessly monitor key operations metrics and conduct reviews with vendors. Provide leadership to improve operations and leverage organization synergies.

Ensure compliance to the BRD and service quality of the HUB, including:

- Provide strategic leadership in optimizing cross portfolio patient support program (HUB) and partners
- Ensure robust monitoring and updating of the Business Rules Document (BRD) cross portfolio
- Ensuring compliance to PFE policy and relevant regulations and privacy laws
- Partner with relevant legal and compliance colleagues, including P&A legal, BU Compliance, Privacy, and brand legal
- Ensure execution of auditing and monitoring plan

Development/co-development Patient Services Strategy and tactics
- Understand the key business objectives of the business unit and brands. Engage with POD team to ensure understanding of these goals
- Develop and integrate market insights and analytics into access/services strategies and tactics
- Develops clear understanding of the patient journey
- Understand the key drivers of product uptake in the various SOC’s and how targeted services can assist this uptake
- Identify, develop, and execute patient support services that help patients access and stay on appropriate therapy

Lead appropriate data integration and reporting initiatives, including:

- Improvement in HUB PBR process and adoption of best practices. Influence other patient services PBRs to adopt these best practices
- Identification of proactive steps that can be appropriately acted upon by the HUB, PSR or other Pfizer resource
- Integration o

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