Case Coordinator

This is a fully remote position, open to applicants in Texas.

📋 Description

• Take full ownership of assigned cases and oversee the patient journey from HUB enrollment to post-fill follow-up.

• Act as the primary contact for patients, caregivers, and healthcare providers regarding reimbursement and access support.

• Provide education to patients, caregivers, and healthcare providers on reimbursement, access, and coverage.

• Perform benefits investigation and verification, including discussions on Summary of Benefits.

• Gather missing information from Patient Enrollment Forms and confirm testing, voucher, and Interim Care selections.

• Clarify out-of-pocket expenses, deductibles, copay options, reimbursement programs, maximizers, and accumulators.

• Verify product and baseline-test coverage with PBM and major medical insurance.

• Manage prior authorization submissions, verifications, and support for appeals.

• Conduct BI/BV calls with payers and patients.

• Schedule, reschedule, and confirm patient appointments and assessment tests.

• Oversee the administration of Interim Care, extended Interim Care, vouchers, and copay programs.

• Triage prescriptions, vouchers, and Interim Care fills within Polaris.

• Follow up with patients at 10 and 45 days post-prescription.

• Handle case types, documentation, secure messages, texting, faxing, and prescription triage in Polaris.

• Collaborate with HUB partners, Pfizer colleagues, and third-party vendors.

• Maintain real-time case comments and manage encrypted email and DocuSign consent processes.

• Report adverse events and adhere to company requirements and content controls.

• Communicate in a compliant manner with patients, caregivers, and healthcare providers.

• Work collaboratively to enhance the patient access journey and address any access barriers.

⛳️ Requirements

• Bachelor's degree (B.S. or B.A.).

• 8+ years of experience in pharmaceutical or related customer-facing roles/functions.

• Minimum of 6 months as a FRM, PAC, FAS, or similar role in access and reimbursement, with experience using the Polaris CRM System.

• Proficiency in Polaris, including case management, documentation, prescription triage, and interpretation of PA, appeal, and PEF documentation.

• Proven ability to communicate directly with patients, providers, and cross-functional colleagues.

• Experience in conducting benefit investigation and verification with payers.

• Understanding of prior authorization and appeals processes.

• Familiarity with copay programs, copay maximizers and accumulators, vouchers, and free or interim care programs.

• Capability to manage a high volume of concurrent cases throughout the patient journey.

• Ability to fulfill adverse event reporting obligations.

• Strong knowledge of reimbursement, government payment systems, specialty pharmacy networks, co-pay assistance programs, and specialty medications.

• Professional and compliant communication and collaboration with cross-functional field-based colleagues.

• Alignment with HQ stakeholders to facilitate patient access.

• Candidates must be authorized to work in the U.S. by any employer.

• U.S. work visa sponsorship is not available now or in the future.

• Permanent work authorization in the United States is required for this position.

• Willingness to travel approximately 10% to 20%.

• Flexibility to work across different time zones as necessary.

🏝️ Benefits

• Pfizer Global Performance Plan with a bonus target of 20.0% of base salary.

• Eligibility for share-based long-term incentive programs.

• 401(k) plan with Pfizer Matching Contributions.

• Additional Pfizer Retirement Savings Contributions.

• Paid vacation, holidays, and personal days.

• Paid caregiver/parental and medical leave.

• Coverage for medical, prescription drugs, dental, and vision.

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