Patient Case Manager, Global Access and Value, Patient Services

SUMMARY

Patient Case Manager is a non-promotional support role (within Pfizers 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 hemophilia portfolio.The PCM must be customer- oriented grounded in empathy service and excellence. The PCM must be compliance oriented toward Pfizer policies and protecting patients personal information.

PCMs will be held to high standards of customer service engagement empathy and PCM will be the primary point of contact for patients who have been ordered or prescribed a Pfizer 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 Hemophilia Treatment Centers (HTCs) Healthcare Providers (HCPs) care teams and support staff as .The PCM will coordinate closely with Pfizers Patient Services program representatives (both internal and external).

PCMs are dedicated to assisting patients with access to Pfizers 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 the 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) Patient Services. 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 Pfizers hemophilia products and enrolled in the associated patient services program)

• Process applications ensure consistency in patient details such as consent and enrollment forms 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 and HTCsfor 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 Pfizer Hemophilia Connect 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 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 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

BASIC QUALIFICATIONS

Candidate demonstrates a breadth of diverse capabilities including: the ability to influence and collaborate with peers develop and coach others oversee and guide the work of external stakeholders to achieve meaningful outcomes and create business impact.

• Bachelors degree minimum in science or health-related field

• Valid and active licensure in applicable science or health-related field

• Applicants must have a bachelors degree with at least 8 years of experience; OR a masters degree with more than 7 years of experience; OR a PhD with 5 years of experience.

• Relevant healthcare experience within the fields of care coordination / case management / reimbursement within tertiary care facilities or urgent care centers (experience in areas such as patient care coordination reviewing & updating patients medical records order placement scheduling & logistics follow-up)

• Within total experience at least 2 years of medical billing or insurance claim management preferably within the Pharmaceutical/ Biopharmaceutical sectors Provider/Carrier Networks or Government Agency. Reimbursement

• Experience in Access is a must

• Experience working with a Patient Coordinator / Nurse Coordinator / Patient Navigator

• Other licenses & certifications in areas such as clinical research ethics/ compliance HIPAA regulations

• Expertise in reimbursement activities BI/BV Prior Authorization and Appeals Assistance preferred

• Prior experience in patient services for cell & gene therapies bleeding disorders or specialty pharmaceutical products (such as biologics) affecting pediatric and/or adult patent populations

PREFERRED QUALIFICATIONS

• Therapeutic area knowledge in rare & inherited diseases (Hemophilia A or B)

• Participation in clinical trials for Hemophilia; 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: July 31th 2025

• NOT eligible for Relocation Package

• Candidates located within Central time zone will be preferred

• Remote role