Dedicated Care Coordinator Houston - SECONDMENT 6 Months

Why Patients Need You

The Inflammation and Immunology Dedicated Care Coordinator (DCC) is a non-promotional, field-based role that supports patients’ access to PDPA and VFM products when prescribed by a licensed healthcare provider. The DCC owns the continual management and progression of the patient journey — from HUB enrollment through post-fill follow-up — working directly with patients, providers, payers, HUB partners, and third-party vendors. It is a dual patient- and HCP-facing role spanning a patient journey, and the colleague in this role carries 100% ownership of every case in their assigned geography.

 

 

What You Will Achieve

The DCC is a subject-matter expert on reimbursement, access, and coverage issues that can educate patients/caregivers and healthcare providers on matters relating to reimbursement, access, and coverage. The DCC will serve as the primary point of contact for patients/caregivers and healthcare providers regarding the status of their request for reimbursement support and access assistance and will provide updates to patients/caregivers and healthcare providers on their status as appropriate. The DCC holds end-to-end case ownership: benefits investigation and verification, prior authorization and appeals support, appointment and baseline assessment coordination, Interim Care and voucher administration, copay support, prescription triage, and scheduled post-fill follow-up.

 

 

How You Will Achieve It

Case Ownership and the Patient Journey

• Own 100% of assigned cases and drive the continual management and progression of the patient journey, from HUB enrollment through post-fill follow-up
• Be the central point-of-contact for patients/caregivers and HCP providers regarding the status of their request for reimbursement and access support related to a patient case.
• Answer questions from patients/caregivers relating to access and coverage
• Maintain a clear understanding of the patient access journey and requirements at each stage of the process, as well as the role played by patients/caregivers and HCP providers in the process
• Support access with HCPs and opted-in patients/caregivers who have been prescribed a PDPA OR VFM product

Benefits Investigation and Financial Navigation

• Conduct the Summary of Benefits (SOB) discussion required for every HUB-enrolled patient, reviewing both the product benefit structure, any associated cost and the baseline appointments for VFM
• Obtain all missing information on the Patient Enrollment Form (PEF) and verify the testing, voucher, and Interim Care options selected by the HCP office
• Walk the patient through out-of-pocket cost, deductibles, copay options, and the reimbursement program, including the impact of maximizers and accumulators
• Verify coverage for the product and for required baseline tests across both PBM and major medical insurance for VFM
• Oversee the entire prior authorization process, including submission and verification with both the patient and the provider
• Conduct benefit investigation and verification (BI/BV) calls directly with payers and patients for patients with 3rd party restrictions
• Confirm and communicate product coverage, cost, prior authorization and appeal requirements, Interim Care program PA and Appeal deadlines, and baseline assessment tests to HCP and patient

Appointment and Assessment Coordination

• Schedule, reschedule and confirm patient appointments in coordination with the patient, the provider, and the vendor
• Secure the appropriate confirmation communication back from the provider (CFT)
• Coordinate compliantly with IQVIA/MDX on patient assessment tests — confirm tests are completed and reschedule where needed

Program and Copay Administration

• Once IC is approved, manage all Interim Care (IC) program administrative requirements and deadlines with the provider and the patient, including Extended Interim Care programs
• Confirm voucher need and eligibility with the provider and patient, and triage the voucher for shipment to the patient
•  Maintain Copay portal access and help approved commercial patients secure a copay card
• Own copay eligibility attestation responsibility
• Follow up with the patient post-fill to confirm the copay card is functioning correctly

Prescription Triage, Fulfillment, and Ongoing Follow-Up

• Triage the voucher, paid prescription, and/or Interim Care fill within Polaris
• Contact the patient at 10 days and again at 45 days post-prescription, confirming that no logistical or financial questions remain outstanding

Case and Systems Ownership

• Manage and update various case types in Polaris, using its texting, faxing, and prescription triage capabilities
• View and interpret prior authorization, appeal, and PEF documentation for accuracy
• Share and manage cases with HUB partners across all patient journeys
• Coordinate as appropriate with other Pfizer colleagues and Patient Support Program/HUB employees, via tasks and secure messages to requests for action, to help resolve problems with individual patient cases
• Maintain case comments as a real-time account of the patient journey, including a recap of every call made to the HCP and the patient
• Use the Kite works encrypted email system for correspondence with patients and providers
• Manage the Docusign process with patients to obtain required consents
• Develop an organized, concise, and compliant way to manage assigned patient cases within established time frames

Compliance, Safety Reporting, and Communication

• Report adverse events (AEs) in accordance with company requirements — AE reporting volume is elevated in this role; patient contact is more frequent and spans the entire patient journey
• Operate within the tighter content controls and system permissions that apply to this role
• Compliantly communicate the access landscape and program options to patients/caregivers and HCPs
• Link the patient access support to meet patient needs, using Brand RC-approved materials
• Conduct yourself with the utmost discretion and confidentiality
• Adhere to strict company compliance guidelines and procedures
• Work and lead cross-functionally with internal and external colleagues, compliantly, to improve the patient access journey
• Effectively link customer insights to the offerings and approved resources to address patient access barriers
• Build trust through compliant follow-up and knowledge of the access journey
• Demonstrate excellence in responsible business communication, both written and spoken

 

 

Qualifications

Must-Have

• B.S. or B.A. Degree 8+ years of pharmaceutical (or related) experience in customer-facing roles/functions.
• Experience as an FRM, PAC, ACM, FAS or working experience within access and Reimbursement
• Demonstrated ability to communicate directly with patients, with providers, and with cross-functional colleagues
• Proficiency conducting benefit investigation and verification directly with payers, and working knowledge of prior authorization and appeals processes
• Working knowledge of copay programs, copay maximizers and accumulators, vouchers, and free or interim care programs
• Ability to own a high volume of concurrent cases across a patient journey that could average approximately 20 days, with disciplined documentation and follow-through
• Ability to meet adverse event reporting obligations in a role with frequent, direct patient contact
• Strong understanding of Reimbursement, Government Payment Systems, Specialty Pharmacy Networks, Co-Pay Assistance Programs, and knowledge of the Specialty Medication area.
• Appropriate and compliant communication and collaboration with cross-functional field-based colleagues (Sales, Medical, FRM, PCA/SAS, KAD, Government Relations) to ensure optimal and appropriate patient access.
• Alignment with HQ stakeholders to ensure appropriate understanding of, and support for patient access (e.g., Brand and Customer Marketing teams and PCA/SAS teams).

 

 

Nice-to-Have

• Experience in a Patient and/or customer facing role requiring access and reimbursement education.
• Working proficiency in Polaris, including case management and documentation, prescription triage and interpretation of PA, appeal and Patient enrollment documents.
• Experience working with a HUB.
• Experience with Kite works or a comparable encrypted email platform, Docusign, and copay portal administration
• Experience coordinating with third-party vendors on patient assessment, testing, or specialty pharmacy logistics (e.g., IQVIA/MDX, Sonexus)
• Experience supporting Interim Care, free goods, or bridge programs
• Experience with both pharmacy benefit (PBM) and major medical benefit coverage pathways
• Knowledge & Skill Sets Desired:

Knowledge & Skill Sets Desired:

• Excellent communication skills, both written and verbal

• Exceptional relationship building skills, especially with elderly age groups

• Trust

• Integrity

• Empathy

• Patience

• Deliver meaningful & concise presentations

• Strong attention to detail and organizational skills

• Exceptional critical thinking skills, ability to understand complex processes and effectively communicate to diverse community of patients

• Outstanding collaboration and networking abilities

• Ability to work in a team environment

• Understanding of Specialty Pharmaceuticals and Patient Journeys

• Adherence to Regulatory and Compliance Standards

• Flexibility to work across different time zones if needed

Other Job Details

• Work Location Assignment: Remote colleagues from home 5 days a week or are field-based colleagues that are not affiliated with a Pfizer site.
• Ability to travel – Approximately 10% to 20%
• Time Zone: Central
• Eligible for Relocation Package – NO
• LAST DAY TO APPLY - 11/3/26

 

 

 

 

 

 

 

 


This role is posted in multiple locations. If you are applying for the role in an secondary job posting location where pay transparency regulations apply, your Talent Advisor will share the local pay information with you during the first interview.



 

 

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

 

 

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

U.S. work visa sponsorship (such as TN, O-1, H-1B, etc.) is not available for this role now or in the future.

 

 

 

 

 

 

To learn more about acceptable and prohibited uses of AI during the recruitment process, please review our candidate AI-use guidelines available on Pfizer Careers.

 

 

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