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Director, Specialty Access Solutions, Digital Patient Support and Polaris Lead

Employer
Pfizer
Location
Collegeville, Pennsylvania
Start date
Jun 28, 2022

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ROLE SUMMARY

The Director, Specialty Access Solutions, Digital Patient Support and Polaris Lead is responsible for leading key strategic and tactical digital patient support and enablement initiatives within SAS spanning the Pfizer specialty portfolio across RD, Oncology, I&I, HBU, and the IM business units. The role will identify, lead, and activate advanced technology solutions that enable leading customer engagement experiences with Pfizer patient support programs delivered via third party hub vendors, internal case management teams for gene therapy, field reimbursement teams (FRM/FAS/PAC), and/or new patient engagement models. The Director will need to understand and succinctly communicate the current patient support approach for each patient support program managed by the SAS CoE. The role is expected to bring together business and digital leaders in an agile approach to continually evolve our patient engagement and operation capabilities. The Director will identify digital enhancements to patient support programs, implement new technology into patient support programs, contribute to building new internal patient support models (GTx, etc), and contribute to the long-term strategic HUB plan.

The Director will assume governance for the POLARIS Enterprise CRM platform established under Bold Moves 4.2, including compliance to all Pfizer policies and privacy standards; integration of the platform with other services; and management of the master data file for GTx. The individual will coordinate to address escalations and questions to ensure appropriate application of the POLARIS CRM platform and data, ensure appropriate and efficient flow of data to the users from the external SAS partners, and collaborate with FRM/FAS/PAC (field reimbursement support teams). The individual will identify and lead capability evolution and enhancements.

The Director will be the SAS face of Polaris to individual business units and the point of coordination for deployment/integration of new digital initiatives. The individual will partner closely with HUB Directors, MARM, SAS COE, CM Digital Innovation, BYU field resource teams, and legal/compliance/privacy.

ROLE RESPONSIBILITIES

The Director will work across the Pfizer specialty portfolio, requires a strategic mindset, experienced in identifying, selecting, and implementing technology solutions in servicing HCPs and patients, can manage complex projects, drive implementation, have a compliance-oriented mindset, and demonstrates managerial courage. Key responsibilities include, but are not limited to the following:

  • Develop the patient support digital strategy and framework to evolve our e-solutions and digital tools
  • Integrate patient support tools, such as digital companions and predictive tools into the HUB environment
  • Lead POLARIS governance, evolution, and deployment for SAS based initiatives.
  • Lead and champion key SAS initiatives, such as EMR connectivity and gene therapy patient support program technology – or other high profile, high impact initiatives as identified.
  • Drive adoption and alignment with our over-arching digital roadmaps
  • Liaise with key partners (e.g. Salesforce), internal Digital teams, hub vendor digital and other critical stakeholders
  • Identify and assess potential third-party digital solutions that address patient and provider access barriers
  • Guide a team of developers, data scientists, analyst’s and engineers to (internal/external):
    • Triage tickets with other digital teams, including telephony, infrastructure, data connectivity, systems interoperability, GTx 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 (mobile, web, marketing, social, and other solutions)
    • Create and maintain an inventory of related patient data across the product portfolio, patient data flows, and all of our business process maps

  • Management of key internal Patient Case Manager support, i.e., POLARIS, master data files, digital tools to connect to third parties
  • Ensure Pfizer data contract privacy and re-identification terms are adhered, and conflicts or issues are brought to the attention of P&A Legal and Privacy.
  • Establish effective data governance of POLARIS and other tools, which includes but not limited to: bringing data into POALRIS, sharing data with other stakeholders, data compliance with Pfizer SOP and privacy policies, and ensuring clear data separation with identifiable patient system (POLARIS, SPP data, and other identifiable patient information).
  • Identify and communicate potential conflicts with PFE SAS SOPs and policies to the Sr Director TL SAS COE, or assigned compliance/legal partner.
  • Maintain appropriate systems, databases, and records as defined within the SAS COE SPP and HUB SOP, POLARIS SOP, PIP SOP.
  • Coordinate with internal and external teams during SPP/HUB on-boarding, data aggregators, data vendors (IQVIA), privacy audits, and required SPP/HUB audits.
  • Maintain relationship with Privacy Analytics and other privacy governance partners.
  • Recommend new approaches to achieve operational effectiveness and efficiency. Work with internal SAS stakeholders to identify system enhancements.

QUALIFICATIONS

Leadership and a demonstrated ability to drive our engagement programs forward across digital and telephony, brand leaders, and compliance to enhance our ability to deliver high quality customer experiences, is strongly desired. As is, a diverse experience with customer engagement and Salesforce technology for patients and HCPs across all interaction points: data, websites, IVRs, CTIs, infrastructure teams, mobile applications, EHR, reporting & analytics, and customer relationship management.

BASIC QUALIFICATIONS

  • 10+ years of experience with project management, digital tools, digital program management, and CRM’s.
  • Bachelor’s Degree required.
  • Strong project management skills and experience.
  • A high attention to detail with a customer service orientation is highly desired.
  • Knowledge of specialty pharmacies, patient support program (HUB), and payer intermediaries for specialty products.
  • Prior success delivering results and working in a highly matrix organization and experience with collaborating across multiple stakeholders to drive results.
  • Demonstrated experience leading change and implementing complex projects.
  • Strong communication skills.

PREFERRED QUALIFICATIONS

  • Experience in designing digital patient support solutions.
  • Experience managing a CRM, a plus.
  • Hands on experience with tools like: Sales Cloud, Service Cloud, Marketing Cloud, and the Salesforce Lightning Platform.

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.

PHYSICAL/MENTAL REQUIREMENTS

Must be able to travel on airplane and trains to go to Pfizer NYC/Collegeville, HUB vendor locations, SPPs, and various meetings, as required.


NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS

The position will require travel to vendors, conferences, agencies, and other access related venues/meetings. This includes overnight travel. (<20%)


Work Location Assignment:Remote

Pfizer requires all U.S. new hires to be fully vaccinated for COVID-19 prior to the first date of employment. As required by applicable law, Pfizer will consider requests for Reasonable Accommodations.

Sunshine Act

Pfizer 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 Eligibility

Pfizer 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.

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