Dedicated Care Coordinator North Central

Pfizer • McCullom Lake, IL

1d • $162,900 - $271,500 • Remote

About The Position

The Inflammation and Immunology Dedicated Care Coordinator (DCC) is a non-promotional, field-based role supporting patients’ access to PDPA and VFM products prescribed by a licensed healthcare provider. The coordinator owns the ongoing management and progression of each assigned patient’s journey, from HUB enrollment through post-fill follow-up, and is the primary contact for patients, caregivers, healthcare providers, payers, HUB partners, and third-party vendors in the assigned geography.

The DCC provides subject-matter expertise on reimbursement, access, and coverage issues, and educates patients, caregivers, and healthcare providers about the process. The role has end-to-end case responsibility, including benefits investigation and verification, prior authorization and appeals support, appointment and baseline assessment coordination, Interim Care and voucher administration, copay support, prescription triage, and scheduled follow-up. It requires frequent direct patient contact, compliant communication, accurate case documentation, and adverse-event reporting.

Requirements

• B.S. or B.A. degree.
• At least 8 years of pharmaceutical or related experience in customer-facing roles or functions.
• Experience as an FRM, PAC, ACM, or FAS, or work experience in access and reimbursement.
• Ability to communicate directly with patients, healthcare providers, and cross-functional colleagues.
• Proficiency conducting benefits investigation and verification directly with payers, and working knowledge of prior authorization and appeals processes.
• Working knowledge of copay programs, copay maximizers and accumulators, vouchers, and free or Interim Care programs.
• Ability to manage a high volume of concurrent cases across patient journeys averaging approximately 20 days, with disciplined documentation and follow-through.
• Ability to meet adverse-event reporting obligations in a role involving frequent direct patient contact.
• Strong understanding of reimbursement, government payment systems, specialty pharmacy networks, copay assistance programs, and specialty medications.
• Ability to communicate and collaborate appropriately and compliantly with field-based colleagues, including Sales, Medical, FRM, PCA/SAS, KAD, and Government Relations.
• Ability to align with headquarters stakeholders, including Brand and Customer Marketing and PCA/SAS teams, to support patient access.
• Excellent written and verbal communication, relationship-building, critical-thinking, organizational, and attention-to-detail skills.
• Trustworthiness, integrity, empathy, patience, collaboration, and ability to work in a team environment.
• Ability to understand complex processes and communicate them effectively to diverse patient communities.
• Understanding of specialty pharmaceuticals and patient journeys, and adherence to regulatory and compliance standards.
• Flexibility to work across different time zones if needed.
• Authorized to work in the United States by any employer and able to maintain permanent U.S. work authorization; visa sponsorship is not available.

Nice To Haves

• Experience in a patient- or customer-facing role requiring access and reimbursement education.
• Working proficiency in Polaris, including case management and documentation, prescription triage, and interpretation of prior authorization, appeal, and patient enrollment documents.
• Experience working with a HUB.
• Experience with Kite works or a comparable encrypted email platform, DocuSign, and copay portal administration.
• Experience coordinating with third-party vendors on patient assessment, testing, or specialty pharmacy logistics, such as IQVIA/MDX or Sonexus.
• Experience supporting Interim Care, free-goods, or bridge programs.
• Experience with both pharmacy benefit (PBM) and major medical benefit coverage pathways.
• Ability to deliver meaningful, concise presentations and build relationships, especially with older adults.

Responsibilities

• Own all assigned cases and manage the patient journey from HUB enrollment through post-fill follow-up.
• Serve as the primary contact for patients, caregivers, and healthcare providers about reimbursement and access support, case status, coverage, and access questions.
• Conduct required Summary of Benefits discussions and explain product benefits, out-of-pocket costs, deductibles, copay options, and reimbursement programs, including the impact of copay maximizers and accumulators.
• Obtain missing Patient Enrollment Form information and verify testing, voucher, and Interim Care options selected by the healthcare provider’s office.
• Verify product and baseline-test coverage across pharmacy benefit and major medical insurance pathways, including direct benefit investigation and verification calls with payers and patients when third-party restrictions apply.
• Oversee prior authorization submissions and verification, and communicate coverage, cost, prior authorization and appeal requirements, program deadlines, and baseline assessment requirements to healthcare providers and patients.
• Schedule, reschedule, and confirm patient appointments in coordination with patients, providers, and vendors; obtain provider confirmation communications and coordinate patient assessment testing with IQVIA/MDX.
• Manage Interim Care program administration and deadlines, including Extended Interim Care, and confirm voucher eligibility and need and arrange voucher shipment.
• Maintain copay portal access, help eligible commercial patients obtain copay cards, own copay eligibility attestations, and follow up after prescription fills to confirm copay cards are working.
• Triage vouchers, paid prescriptions, and Interim Care fills in Polaris and contact patients at 10 and 45 days after prescription to check for outstanding logistical or financial questions.
• Manage case types and update records in Polaris, including use of texting, faxing, prescription triage, and documentation capabilities.
• Review prior authorization, appeal, and Patient Enrollment Form documents for accuracy; share and manage cases with HUB partners.
• Coordinate with Pfizer colleagues and HUB employees using tasks and secure messages to resolve patient case issues.
• Maintain real-time case comments, including a recap of every call with healthcare providers and patients; use Kite works encrypted email and manage DocuSign consent processes.
• Organize and manage assigned cases accurately, concisely, compliantly, and within established time frames.
• Report adverse events in accordance with company requirements and operate within applicable content controls and system permissions.
• Communicate access options compliantly using approved materials; maintain discretion and confidentiality and adhere to company compliance procedures.
• Collaborate with internal and external colleagues to improve the patient access journey and connect customer insights with approved resources to address access barriers.
• Build trust through compliant follow-up and demonstrate strong written and spoken business communication.

Benefits

• 401(k) plan with Pfizer Matching Contributions and an additional Pfizer Retirement Savings Contribution.
• Paid vacation, holidays, and personal days.
• Paid caregiver, parental, and medical leave.
• Medical, prescription drug, dental, and vision coverage.
• Eligible for Pfizer’s Global Performance Plan with a 20% bonus target.
• Eligible to participate in Pfizer’s share-based long-term incentive program.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior