Dedicated Case Coordinator

This is a fully remote position, open to applicants in Kansas, +2 more states.

📋 Description

• Take full ownership of assigned cases, guiding the patient experience from HUB enrollment through to post-fill follow-up.

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

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

• Conduct investigations and verifications of benefits, including product coverage and baseline test coverage.

• Gather missing information from the Patient Enrollment Form and verify selections for testing, vouchers, and Interim Care.

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

• Manage prior authorization submissions, verification processes, appeals support, and adhere to related deadlines.

• Schedule, reschedule, and confirm appointments for patients and baseline assessments.

• Collaborate with IQVIA/MDX and other vendors on patient assessment testing.

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

• Maintain access to the copay portal, assist with copay card enrollment, and ensure copay eligibility attestation.

• Handle vouchers, paid prescriptions, and Interim Care fills within the Polaris system.

• Reach out to patients 10 and 45 days after prescription to address any logistical or financial inquiries.

• Manage and update cases in Polaris utilizing texting, faxing, and prescription triage functionalities.

• Review documentation related to prior authorization, appeals, and Patient Enrollment Forms.

• Share and manage cases with HUB partners effectively.

• Collaborate with Pfizer colleagues and Patient Support Program/HUB staff to resolve case-related issues.

• Keep real-time comments on cases and document all communications with patients and providers.

• Utilize Kite works encrypted email and manage Docusign consent processes efficiently.

• Report adverse events according to company protocols.

• Ensure compliant communication using approved materials and adhere to company compliance standards.

• Work collaboratively across various departments with both internal and external colleagues to enhance the patient access journey.

⛳️ Requirements

• Bachelor of Science (B.S.) or Bachelor of Arts (B.A.) degree.

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

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

• Proficient in Polaris, including case management, documentation, prescription triage, and understanding prior authorization, appeal, and PEF documentation.

• Proven ability to communicate directly with patients, providers, and colleagues from various functions.

• Experience in conducting benefit investigations and verifications directly with payers.

• Familiarity with prior authorization and appeals processes.

• Knowledge of copay programs, copay maximizers and accumulators, vouchers, and interim care programs.

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

• Ability to fulfill adverse event reporting responsibilities.

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

• Compliant communication and collaboration with cross-functional, field-based colleagues.

• Alignment with headquarters stakeholders to support patient access initiatives.

• Willingness to travel approximately 10% to 20% as needed.

• Experience in a patient or customer-facing role that involves education on access and reimbursement.

• Familiarity with working in a HUB environment.

• Experience with Kite works or a similar encrypted email platform, Docusign, and copay portal management.

• Knowledge of coordinating with third-party vendors for patient assessments, testing, or specialty pharmacy logistics.

• Experience in supporting interim care, free goods, or bridge programs.

• Understanding of both pharmacy benefit (PBM) and major medical benefit coverage pathways.

• Exceptional written and verbal communication skills.

• Strong attention to detail and excellent organizational abilities.

• Outstanding critical thinking skills.

• Understanding of specialty pharmaceuticals and patient journeys.

• Compliance with regulatory and compliance standards.

• Flexibility to work across different time zones if needed.

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

• U.S. work visa sponsorship is not currently available and will not be available in the future.

• This position requires permanent work authorization in the United States.

🏝️ Benefits

• Bonus target of 20.0% of base salary through Pfizer’s Global Performance Plan.

• Eligibility to participate in Pfizer’s share-based long-term incentive program.

• 401(k) plan with Pfizer matching contributions.

• Additional retirement savings contributions from Pfizer.

• Paid vacation, holidays, and personal days.

• Paid caregiver/parental and medical leave.

• Comprehensive medical, prescription drug, dental, and vision coverage.

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