SUMMARY

Patient Case Manager is a non-promotional support role (within Pfizer’s Specialty Access Solutions & Patient Support team) that facilitates patient access, support services, and coordination of the rare disease treatment journey. PCMs will support the Pfizer gene therapy portfolio with as well as rare diseases such as hemophilia. The PCM must be customer- oriented grounded in empathy, service, and excellence. The PCM must be compliance oriented toward Pfizer policies and protecting patient’s personal information.

PCMs will be held to high standards of customer service, engagement, empathy, and compliance.The PCM will be the primary point of contact for patients who have been ordered or prescribed a Pfizer Gene Therapy or hemophilia product. The PCM will be responsible for patient case management and be required to work with both internal and external stakeholders to assist in the patient journey. The PCM may engage with Pfizer Qualified Treatment Centers (QTCs), Hemophilia Treatment Centers (HTCs), Healthcare Providers (HCPs), care teams, and support staff as required.The PCM will coordinate closely with Pfizer’s Patient Services program representatives (both internal and external).

PCMs are dedicated to assisting patients with access to Pfizer’s gene therapy and hemophilia products and providing appropriate support throughout their journey.

The PCM will manage and oversee the process, timelines and activities to enable patient access to therapy and required support. This could include, enrollment & consent, benefits investigation/ verification, reimbursement & access support, order management, scheduling, device training and follow-up support, etc..

This individual will report directly to Director, Patient Case Manager (PCM), Specialty Access Solutions and Patient Support. The PCM will perform its duties while adhering to all Pfizer policies and compliance standards.

RESPONSIBILITIES

Responsibilities will include, but are not limited to, the following:

• Provide services against performance benchmarks with a focus on a positive patient/ provider experience grounded in empathy
• PCM will provide support for all processes & activities to assist patients in their access to therapy, including patient enrollment, reimbursement, order management, and follow-up (relating to patients that are prescribed Pfizer’s gene therapy or hemophilia products and enrolled in the associated patient services program)
• Process applications, ensure consistency in patient details such as consent and enrollment forms, purchase order throughout the gene therapy treatment and resolve any discrepancies, if found, by conducting follow-ups with responsible parties PCMs will provide product and device education/training following patient request.
• Supports patients, HTCs and QTCs for access-related communication, including helping to resolve reimbursement, coverage questions, and other topics such as financial assistance questions.
• Provides information and connection of patients with opt-in support services under the gene therapy patient services program
• Collaborate with internal and external functions to execute logistical and transactional activities related to drug product order management, patient access, and additional approved support services
• Provides a point of contact for long term follow-up and monitoring, as required, and determined by the label and/or regulatory authorities
• Connects the patient to the right resources at the right time
• Facilitate communication with vendors, HTC, QTC, patients/ caregivers and documents all interactions as required by the SOPs
• Participates in monitoring and quality improvement initiatives and training
• Adhere to required business rules, work instructions, and standard operating procedures (SOPs)
• Recommend process and efficiency improvements to constantly improve workflow and service levels
• Manage engagements using various technology platforms and customer relationship management (CRM) systems such as POLARIS

PREFERRED QUALIFICATIONS

• Therapeutic area knowledge in rare & inherited diseases (Hemophilia A or B)
• Participation in clinical trials for Hemophilia and/or gene therapy; overseeing drug administration, research & data management
• Prior experience working in a specialty pharmacy/ working with payers
• Project Management / Operations management experience would be a plus: Experience driving mission-critical and time-sensitive programs, demonstrating exceptional communication & presentation skills, along with strategic planning and implementation success
• Demonstrated ability to work in a highly regulated environment and adhere to strict company compliance guidelines and procedures. Proven track record of collaborating broadly with a diverse range of customers, clients, and stakeholders.

Knowledge, Skills, and Abilities

Knowledge

• Understanding of gene therapy processes and requirements a plus; ability to learn/ ramp up on new processes and platforms
• Strong understanding of Rare Disease (a plus) reimbursement, government payment systems (Medicaid), benefits investigation/verification, Prior Authorization and appeals
• Working knowledge of quality and regulatory practices in pharmaceutical industry
• Working knowledge of Microsoft products including Word, PowerPoint, Project, Excel, and any other project / workflow management tools such as CRMs

Skillsets and Abilities

• Problem solving and detail orientation
• Project management and logistical skills
• Excellent communication skills, both written and verbal, to facilitate communication and escalations between internal and external stakeholders
• Problem solving and Case/ Project management skills
• Customer engagement and relationship building skills
• Ability to lead, motivate and coordinate cross-functional teams
• Ability to effectively use automated systems and computerized applications

Other Job Details:

• Last Date to Apply for Job: November 6th, 2024
• NOT eligible for Relocation Package
• Candidates located within Central time zone will be preferred
• Eligible for employee referral bonus

#LI-PFE

The annual base salary for this position ranges from $149,200.00 to $248,600.00. In addition, this position is eligible for participation in Pfizer’s Global Performance Plan with a bonus target of 20.0% of the base salary and eligibility to participate in our share based long term incentive program. We offer comprehensive and generous benefits and programs to help our colleagues lead healthy lives and to support each of life’s moments. Benefits offered include a 401(k) plan with Pfizer Matching Contributions and an additional Pfizer Retirement Savings Contribution, paid vacation, holiday and personal days, paid caregiver/parental and medical leave, and health benefits to include medical, prescription drug, dental and vision coverage. Learn more at Pfizer Candidate Site – U.S. Benefits | (uscandidates.mypfizerbenefits.com). Pfizer compensation structures and benefit packages are aligned based on the location of hire. The United States salary range provided does not apply to Tampa, FL or any location outside of the United States.

Relocation assistance may be available based on business needs and/or eligibility.

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