Director, Patient Services – Specialty Care Products

Pfizer • New York City, NY

1d • Hybrid

About The Position

This vital position is entrusted with crafting the strategy and design of patient services across the entire patient journey. Essential to ensuring our offerings meet the needs of both patients and healthcare providers, this role is responsible for developing comprehensive program strategies and service models at the asset and therapeutic area level, including copay and affordability assistance, hub support and operational excellence, and affordability strategies within patient programs. The role also continuously monitors the external healthcare landscape to identify emerging trends and opportunities, while driving performance management and ongoing optimization of patient support programs to ensure they deliver meaningful value and outcomes for patients, providers, and Pfizer. This role reports to the PPS Specialty Care Business Unit Strategy Lead and is accountable for ensuring patient support strategies align with Business Unit and product objectives. The PPS Business Unit Strategy Team serves as the brand's dedicated partner for patient support, reimbursement, and affordability solutions, helping to deliver sustainable programs that meet the needs of patients, providers, and the business. The ideal candidate will possess a deep understanding of the patient journey and the experiences of individuals receiving Pfizer's Specialty Care therapies. This role is responsible for shaping how Pfizer supports patients and customers from diagnosis through ongoing treatment, translating patient and customer insights into innovative support solutions and leveraging industry best practices, market intelligence, and vendor capabilities to optimize the overall experience and program performance.

Requirements

• Candidate demonstrates a breadth of diverse leadership experiences and capabilities including: the ability to influence and collaborate with peers, develop and coach others, oversee and guide the work of other colleagues to achieve meaningful outcomes and create business impact.
• Applicants must have a bachelor's degree with at least 8+ years of experience; OR a master's degree with at least 7+ years of experience; OR a PhD with 5+ years of experience of relevant experience.
• Over 8 years of experience in biopharma patient services strategy or related fields
• A strong strategic planning mindset and financial skills
• Expertise in cross-functional leadership and stakeholder management
• Exceptional written and verbal communication skills
• A commitment to personal growth and collaboration
• Permanent work authorization in the United States.

Nice To Haves

• Experience working with vendors, such as prior authorization support vendors and patient services partners
• Experience advising brand teams on patient support strategy as part of product launch planning
• Knowledge of how patient services programs promote access and adherence in the therapeutic area
• Strong analytical thinking, interpersonal skills, and entrepreneurial mindset

Responsibilities

• Serve as the subject matter expert for PPS in Specialty Care product teams
• Lead the development, execution, and operationalization of patient support programs and services, leveraging industry best practices
• Ensure patient services fulfill the requirements of both patients and healthcare providers, in line with product launch strategies.
• Create and implement tools that enhance quality and efficiency for launch preparations and ongoing brand growth.
• Conduct monitoring and audits of program launches to ensure quality standards.
• Track brand needs, strategies, and trends in the therapeutic area.
• In partnership with Affordability CoE, evaluate and manage cost-effective vendor solutions that reduce cost barriers for eligible patients.
• Optimize PPS expenditures at the brand level, driving ongoing improvements based on patient outcomes.
• In partnership with Affordability CoE, develop strategies for commercially insured and cash patients to support affordability.
• Set the strategic direction for Hub services, including vendor selection, service design, and performance monitoring.
• Provide strategic oversight of Hub operations and healthcare provider-facing support infrastructure.
• Proactively surface insights on the patient access journey to brand leadership.
• Active case management with Hub and A&R teams to rapidly address barriers and challenges of patients and customers.
• Partner with Channel Management to ensure frictionless experience for patients and customers between Hub and SPP.
• Identify and partner with best-in-class vendors (e.g., prior authorization), including those with AI-powered capabilities.
• Ensure partnership strategy supports the broader patient journey and field reimbursement teams.
• Shape fulfillment options that address patient willingness to pay and evolving reimbursement dynamics.
• Lead efforts to enhance the patient experience throughout the patient’s journey with Pfizer (e.g., consent management)
• Ensure program design reflects Specialty Care product prescribing and dispensing trends.
• Track trends in the external healthcare landscape and translate insights into strategic recommendations.
• Monitor competitor programs and payer trends that affect patient access and adherence.
• Incorporate PPS leadership strategies into marketing and planning documents.
• Build strong relationships across various departments to promote strategic initiatives.
• Leverage data and analytics to identify opportunities to improve all stages of the post-Rx patient journey.
• Lead and co-lead periodic business reviews with brand leadership and stakeholders.
• Design programs ensuring compliance with legal and regulatory standards and Pfizer policies.

Benefits

• 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
• health benefits to include medical, prescription drug, dental and vision coverage

What This Job Offers

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