Senior Manager, Pfizer Patient Services (PPS) Patient Assistance Programs (PAP)

This posting covers multiple available positions.

Role Summary 

The Pfizer Patient Services Patient Assistance Programs Senior Manager is responsible for management of Pfizer’s Patient Assistance Programs across Business Units including: Specialty Care, Oncology, and Primary Care. This individual ensures that all solutions are developed, maintained, and scaled in accordance with enterprise standards, compliance requirements, and strategic priorities. The role collaborates cross-functionally to drive consistency and efficiency. 

Role Responsibilities

This role will ensure that the ongoing operations of Pfizer’s Patient Assistance Programs, including the Institutional Patient Assistance Program (IPAP) are executed to a high standard. This Senior Manager will: 

• General responsibilities:
  • Manage PAP programs across BUs that result in exceptional patient and Healthcare Provider (HCP) service delivery at HUB/vendors responsible for PAP operations 
  • Develop and measure quality management standards across all PAP vendors, including program needs, performance, cost, and outcomes to better allocate resources appropriately 
  • Ensure vendor adherence to PAP Business Rules
  • Ensure program content and tactical alignment to the patient journey  

• Program operations:
  • Partner with Patient Services BU Hub Lead to define and align PAP business rules and develop ways of working framework to ensure seamless hand-off processes and an optimized patient journey into PAP.
  • Collaborate with Pfizer Supply Chain team, Pfizer Logistics team, Memphis Distribution Center, PAP vendor, and Finance (as applicable) on volume and budget forecasting 
  • Engage with applicable field facing colleagues, as needed, on program requirements
  • Ensure that all PAP program operations comply with external (state and federal) and internal (Pfizer PAP/IPAP Standard Operating Procedure (SOP), Patient Support Program Compliance Requirements) and quality and privacy guidelines 
  • Troubleshoot challenges and other operational issues such as shipping issues, product delays, patient appeals, and reimbursement issues 
  • Conduct reviews and reporting of monthly PAP data (examples: patients reached, scripts, enrollment), identifying HUB/PAP improvements and flagging any budget needs to the appropriate and approved colleagues
  • Modernize digital/online enrollment and patient, caregiver, and HCP engagement experience

• Vendor management:
  • Manage vendors to ensure accurate and efficient program administration, including but not limited to: call center operations, application processing, medicine fulfillment via mail order pharmacy, or Pfizer Memphis Distribution Center 
  • Provide regular guidance to program vendors to ensure Service Level Agreements (SLAs) are met or exceeded 
  • Supports and leads SOW development and approvals; manages and monitors vendor budgets to ensure alignment with financial forecasts and contractual requirements.
  • Ensure vendors are compliant with all Pfizer requirements including but not limited to: program, digital, and safety reporting, including adverse events (AE)

• Communications and online assets:
  • Review Pfizer RxPathways website to ensure content is up-to-date and accurate.
  • Collaborate with external agencies, key stakeholders, and Pfizer Digital teams to refresh website as needed, and to review and manage website metrics.
  • Manage inputs to PAP Connect, online enrollment, and product refill platform, ensuring cost efficiencies and patient satisfaction  
  • Contribute to strategy behind and creative content for training videos, intended to explain program benefits and enrollment processes 
  • Help shape clear communications for HCPs and patients/caregivers on PAP eligibility requirements
  • Support facilitation/development of presentations of the Pfizer RxPathways program to key stakeholders (HCPs, patient advocates, third party groups, etc.), as needed 
  • Engage with stakeholders across all levels of the organization

• Data integrity and reporting:
  • Provide input into monitoring and evaluation tools that regularly highlight any potential breakdown/gap in controls at vendor level  
  • Maintain close tracking of program metrics, including but not limited to, patients helped, prescription/refill numbers, and enrollment data for PAP and develop tools and processes to ensure data integrity at the vendor  
  • Support reporting requirements to va