US Customer and Patient Care Lead – Pfizer

Job Description

ROLE SUMMARY

Call Center & Patient Operations is a Biopharma Operations service design and delivery vertical, with a global remit to develop and deliver impactful solutions that will provide HCPs and Patients with a positive experience each time they interact with Pfizer for support. The US Customer & Patient Care Lead is assigned ownership to leading Pfizer’s Inquiry Management services across the United States.

The focus of the role will be to manage activities to ensure effective programs and processes are in place to address all stakeholder (HCPs, Patients, Pharmacists, et al) inquiries, and that escalations are addressed accurately, timely and in a satisfactory manner. In addition, in support of the broader Call Center & Patient Operations team, the position will provide strategic direction to vendor partners in the development, management and evolution of programs and related processes leveraged.

This role is a key strategic partner with the Commercial organization, Office of the CEO, and with numerous other groups who support inquiries received from HCPs and Patients.

This role supports the Program Oversight Lead, Call Center & Patient Operations.

ROLE RESPONSIBILITIES

Implementing and Maintaining effective Channel Management Processes
• Liaise directly with stakeholders on behalf of Pfizer for issue resolution (including patients, Better Business Bureau, and State General Attorneys, et al)
• Day-to-day oversight and management of Pfizer’s Omni-Channel Inquiry Management channels (Pfizer Connect Inbound, Patient Contact Center), Pfizer HCP Ask a Question, and Product Refunds programs offered across the Americas, and UK (HCP Ask a Question) to ensure a consistent process and stakeholder experience is maintained, and that all inquiries are processed timely.
• Establish and maintain key performance measures to evaluate operational effectiveness of third-party vendors used to support both programs, including adherence to all applicable internal legal, compliance and regulatory requirements. This includes ensuring resources are available and trained to support both programs and that standard processes are adhered to.
• Instill a culture of accountability by setting clear expectations across both programs, and ability to measure impact of results
• Accountable for managing budgets and for vendors leveraged in support of channels managed. Periodic reporting on financial performance and statistics on project status and related resources

Establishing strong partnership across Pfizer
• Liaise directly with stakeholders on behalf of Pfizer for issue resolution (including patients, Better Business Bureau, and State General Attorneys, et al)
• Establish effective partnerships across the Pfizer organization and levels of management, from groups including Corporate Communications, Legal, Compliance, Commercial Business Units to effectively manage issue resolution as needed and ensure response templates are updated timely.
• Drive collaboration across the HCP and Patient Care Vertical and key functional groups across Biopharma, Digital and with key stakeholder groups across Pfizer to advance key initiatives as needed

Promote adherence to all applicable policies and regulations
• Lead all internal corporate Pfizer audits and any remediation that may be identified on behalf of Call Center & Patient Operations, including but not limited to, Global Compliance processes and controls

REQUIRED QUALIFICATIONS
• Bachelor’s degree required
• 7+ years of work experience within pharmaceutical industry
• 3+ years project management experience and/or in contact center operations
• Proven track record of delivering business performance and exceptional customer services or experiences
• Understanding of pharmaceutical industry and our stakeholders
• Excellent communication skills; able to respond with professionalism in verbal as well as written communications
• Demonstrated financial acumen of project management
• Flexible and agile: able to solicit, receive and integrate feedback from diverse stakeholders

PREFERRED QUALIFICATIONS
• Vendor management experience within reporting and/or compliance areas
• Proven ability of developing collaborative relationships with key multi-cultural stakeholders and working with virtual teams across multiple countries to help influence change and be able e to manage through situational ambiguity, acting independently or in collaboration with other stakeholders as appropriate
• Experience working with Organization Manager and/or the Veeva Suite of Customer Relationship Management (CRM)
• Experience leading complex projects in a matrix environment, including management of multi-functional business processes, and delivery of high-impact business results
• Comfortable developing slides and presenting directly to senior leaders
• Ability to speak Spanish a plus

ORGANIZATIONAL RELATIONSHIPS

Provide the primary groups or key role(s) that this role will have interaction with as a regular part of the role responsibilities. Include any external interactions as appropriate.

Position report to the Program Oversight Lead, Call Center & Patient Operations. Regular interactions will include Biopharma Pfizer Connect Team, Commercial Brand Teams, Medical, Drug Safety, Biopharma Quality, Corporate Compliance, the Office of the CEO, Legal, Media, and Biopharma Operations

Financial Accountability
• Budget managed approximately $3.0M USD

Supervision
• Manage 5+ contingent resources directly; 60+ indirectly.

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.

Position will be part of Global Team and there will be some meetings being held outside standard US working hours. Travel may be up to 10%

Other Job Details:
• Last Date to Apply for Job: Sept 18, 2023
• Additional Location Information: Any Pfizer site

The annual base salary for this position ranges from $127,400.00 to $212,200.00. In addition, this position offers an annual bonus with a target of 17.5% of the base salary and eligibility to participate in our share based long term incentive program. Benefits offered include a retirement savings plan, paid vacation, holiday and personal days, paid caregiver/parental and medical leave, and health benefits to include medical, prescription drug, dental and vision coverage in accordance with the terms and conditions of the applicable plans. Pfizer compensation structures and benefit packages are aligned locally, the US Salary range provided does not apply to the Tampa, FL or any EXUS locations.

Relocation assistance may be available based on business needs and/or eligibility.

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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