Dedicated Case Coordinator

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

📋 Description

• Take full ownership of assigned cases and facilitate the ongoing progression of the patient journey from HUB enrollment through 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, coverage, and patient assistance options.

• Conduct discussions on Summary of Benefits and gather any missing information from the Patient Enrollment Form.

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

• Confirm product and baseline-test coverage across PBM and major medical insurance.

• Manage prior authorization submissions, verification, appeals support, and relevant deadlines.

• Perform benefit investigation and verification calls with payers and patients.

• Arrange, reschedule, and confirm patient appointments and baseline assessment tests.

• Coordinate in compliance with IQVIA/MDX and other vendors for patient assessment testing.

• Oversee Interim Care program requirements, deadlines, and extended programs.

• Verify voucher eligibility and manage the distribution of vouchers for shipment.

• Maintain access to the copay portal, assist eligible patients in obtaining copay cards, and handle eligibility attestations.

• Conduct follow-ups post-fill at 10 and 45 days to ensure logistical and financial inquiries are addressed.

• Manage vouchers, paid prescriptions, and Interim Care fills within Polaris.

• Handle case types, documentation, texting, faxing, prescription triage, and partner handoffs in Polaris.

• Review prior authorization, appeal, and Patient Enrollment Form documentation for accuracy.

• Keep real-time case comments documenting all interactions with patients and HCPs.

• Utilize Kite works encrypted email and oversee DocuSign consent processes.

• Report adverse events in accordance with company policies.

• Ensure compliant communication within role-specific content controls and system permissions.

• Collaborate with Pfizer colleagues, HUB employees, and external partners to resolve patient case issues.

• Connect customer insights and approved resources to tackle patient access barriers.

• Uphold discretion, confidentiality, compliance, and responsible communication both in writing and speaking.

⛳️ Requirements

• B.S. or B.A. Degree.

• Over 8 years of experience in the pharmaceutical sector (or related fields) in customer-facing roles/functions.

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

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

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

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

• Practical knowledge of prior authorization and appeals processes.

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

• Ability to manage a significant number of concurrent cases throughout the patient journey, averaging around 20 days, with disciplined documentation and follow-through.

• Capable of fulfilling adverse event reporting responsibilities in a role with frequent, direct patient contact.

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

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

• Coordination with HQ stakeholders to enhance patient access.

• Background in a patient and/or customer-facing role requiring education on access and reimbursement.

• Experience working with a HUB.

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

• Experience collaborating with third-party vendors on patient assessment, testing, or specialty pharmacy logistics.

• Experience supporting Interim Care, free goods, or bridge programs.

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

• Excellent written and verbal communication abilities.

• Exceptional skills in relationship building, especially with elderly populations.

• Strong attention to detail and organizational capabilities.

• Outstanding critical thinking skills and the ability to convey complex processes to diverse patient communities.

• Excellent collaboration and networking skills.

• Ability to thrive in a team-oriented environment.

• Understanding of specialty pharmaceuticals and patient journeys.

• Commitment to regulatory and compliance standards.

• Flexibility to work across various time zones if required.

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

• Permanent work authorization in the United States is necessary; U.S. work visa sponsorship is not available now or in the future.

🏝️ 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 offered based on business needs and/or eligibility.

• Opportunity for remote work from home five days a week for remote colleagues.