The Sr. Manager, Specialty Access Solutions (SAS) Centers of Excellence, Patient Support Technology, is responsible for partnering and assisting with key tactical and strategy that includes innovation and technology supporting patient services and enablement initiatives within SAS spanning the Pfizer portfolio within IM (Internal Medicine); in addition to other businesses as required (RD, Oncology, I&I).This role is responsible for supporting patient access and support programs through enabling technologies such as POLARIS PSS/PSSP and other digital solutions.The role will identify, assist, and activate advanced technology solutions that enable a positive customer engagement experience with Pfizer patient support programs delivered within the Pfizer 'Hybrid Hub' model, third party hub vendors, internal case management teams, and patient support roles (FAL/FRM/FAS/PAC/PAN/AN), and/or new patient engagement models.The Sr. Manager will assist with governance of the POLARIS Patient Support Services (PSS) Enterprise Client Relationship Management platform, including compliance to all Pfizer policies and privacy standards; integration of the platform with other services; and management of the master data file related to all business units. The individual will assist in coordinating to address escalations and questions to ensure appropriate application of the POLARIS PSS CRM platform and data, ensure appropriate and efficient flow of data to the users.The individual will identify and assist capability evolution and enhancements.The Sr. Manager will need to understand and succinctly communicate the current patient support services strategic approach for each Patient Support Program (PSP) managed by the SAS CoE. The role is expected to collaborate with BU brand businesses and Digital partners within an agile approach to continually evolve our Patient Support Services (PSS) engagement and operational capabilities.The Sr. Manager will partner closely with SAS CoE Hub Leads, Digital partners, BU colleague field teams, third (3rd) party vendors, and legal/compliance/privacy/regulatory teams.RESPONSABILITIESThe Sr. Manager will work across the Pfizer portfolio, requires a strategic mindset, experienced in identifying, selecting, and implementing technology solutions in servicing Healthcare Providers (HCPs) and patients, can manage complex projects, drive solution minded implementations, have a compliance-oriented mindset, and demonstrates managerial courage. Key responsibilities include, but are not limited to the following:
Assist with the development of the patient support Center of Excellence (CoE) and Patient Support Services technology strategy and framework to evolve our e-solutions and technologies
Consult regarding integrating patient support tools, such as technology companions and predictive tools into the HUB PSP environment
Assist Polaris PSS CRM governance, evolution, and deployment for SAS CoE led initiatives
Assist and champion key SAS CoE IM business initiatives
Drive adoption and alignment with our over-arching digital ecosystem roadmaps and strategy recommendations
Facilitate and lead initiatives through the Global Content Management & Approval (GCMA) process, including screen captures, annotations, demonstrations in anticipation of approvals
Consult with key partners (e.g., Digital Patient Support Services, business unit brand teams, project partners, legal, privacy, compliance, etc.), hub vendors and other critical stakeholders
Identify and assess potential third-party (3rd) digital solutions that address patient and provider access barriers
Assist a team of developers, IM data scientists, analysts, and engineers to (i.e., internal/external) project resolution
Global Content Management & Approval (GCMA): create and submit screenshots leveraging FIGMA files for review and approval, including various documentation (e.g., training material, FAQs, user guides, etc.).
Triage and escalate Production Support tickets in partnership with other teams, including telephony, infrastructure, data connectivity, systems interoperability, Polaris PSS CRM infrastructure, etc.
Assure the quality of source data integration through development, implementation, and maintenance of a world class master data management (MDM) strategy
Offer a deep understanding of patient and HCP engagement technologies (e.g., Regulated Orchestration Portals, mobile APPs, web, marketing, social, and other solutions)
Manage an inventory of related patient data across the product portfolio, identified patient data flows, and all our business process maps through Legal review and approval
Management of key internal Patient Case Manager support (e.g., POLARIS PSS CRM, master data files, digital tools to connect to third parties, etc.)
Ensure Pfizer data contract privacy and re-identification terms are adhered, and conflicts or issues brought to the attention of Payer & Access (P&A) Legal and Privacy
BASIC QUALIFICATIONSCandidate demonstrates a breadth of diverse leadership experiences and capabilities including: the ability to influence and collaborate with peers and develop and coach others to achieve meaningful outcomes and create business impact.
Bachelor's Degree minimum required
7+ years of experience minimum required with innovation and technology tools, Patient Support Services Hub program management, and CRMs
Strong project management skills and experience
A high attention to detail, specificity with a customer service orientation is highly desired
Knowledge of retail and specialty pharmacies, patient support program (Hub) programs, and payer intermediaries for retail and specialty products
Prior success delivering results and working in a highly matrix organization and experience with collaborating across multiple stakeholders to drive results
Effective communication skills.
PREFERRED QUALIFICATIONS
Experience in designing innovative technical patient support solutions (e.g., ROP, APP, and data hubs)
Experience in designing and managing a CRM, a plus.
Direct experience with tools like: Sales Cloud, Service Cloud, Marketing Cloud, and the Salesforce Lightning Platform.
EXPERIENCE
Knowledge of Patient Support Services HUB programs and payer intermediaries for specialty preferred
Experience with customer engagement and Salesforce technology for patients and HCPs, including data flow and governance, ROPs, websites, IVRs, CTIs, infrastructure teams, mobile applications, EHR, reporting & analytics, and customer relationship management.
Demonstrated ability to drive our SAS CoE engagement programs, projects, and initiatives forward across Patient Support Services platforms, partner with brand and marketing teams on innovative technology workflow driven recommendations, and compliance to enhance our ability to deliver high quality customer experiences, is strongly desired
Other Job Details:
Last Date to Apply for Job: June 6th, 2024
Position is hybrid and will require to work 2 to 3 days a week from
Not eligible for relocation package
Eligible for employee referral bonus
The position will require approximately 20% travel to hubs, POAs, and other related venues/meetings. This includes overnight travel. Must be able to travel on airplane and trains to go to Pfizer NYC and/or Collegeville HQ, and HUB/technology vendor locations, and various meetings.
#LI-PFEThe annual base salary for this position ranges from $117,300.00 to $195,500.00. In addition, this position is eligible for participation in Pfizer's Global Performance Plan with a bonus target of 17.5% 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.
The annual base salary for this position in Tampa, FL ranges from $105,500.00 to $175,900.00.
Relocation assistance may be available based on business needs and/or eligibility.Sunshine ActPfizer reports payments and other transfers of value to health care providers as required by federal and state transparency laws and implementing regulations. These laws and regulations require Pfizer to provide government agencies with information such as a health care provider's name, address and the type of payments or other value received, generally for public disclosure. Subject to further legal review and statutory or regulatory clarification, which Pfizer intends to pursue, reimbursement of recruiting expenses for licensed physicians may constitute a reportable transfer of value under the federal transparency law commonly known as the Sunshine Act. Therefore, if you are a licensed physician who incurs recruiting expenses as a result of interviewing with Pfizer that we pay or reimburse, your name, address and the amount of payments made currently will be reported to the government. If you have questions regarding this matter, please do not hesitate to contact your Talent Acquisition representative.EEO & Employment EligibilityPfizer is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. Pfizer also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. Pfizer is an E-Verify employer. This position requires permanent work authorization in the United States.Information & Business Tech#LI-PFE