Director, Patient Services Enablement

Jobtailor; New York (NY); On-site; USD 180,000 - 260,000; Full time

Job summary

Pfizer in New York seeks an executive to lead the U.S. Patient Services transformation, translating strategy into execution and owning the PPS operating plan. You will drive vendor management, cost optimization, and enterprise-wide scorecards while embedding health equity into patient journeys.

You will partner with cross-functional teams, present to the C-Suite, and ensure compliance with laws and industry standards in a high-visibility role.

Qualifications

• Bachelor's degree required; advanced degree preferred (MBA/MPH).
• 8+ years in Biopharma Patient Services strategy, operations, PMO, or related area.
• Experience leading large-scale transformations in fast-paced settings.
• Deep knowledge of U.S. patient access, hub services, copay and assistance programs.
• Experience with SLAs, contracting, and vendor performance oversight.

Responsibilities

• Translate PPS strategy into disciplined execution across U.S. Patient Services.
• Own operating plan process, design tracking and leadership reviews.
• Drive cost savings, vendor management, and program governance.
• Partner with Insights to deliver leadership scorecards and insights.
• Embed health equity into program design and patient journey analytics.
• Ensure compliance with laws and regulations; flag risks early.

Skills

Biopharma Patient Services Strategy

Vendor Management

Health Equity Commitment

KPI Framework Development

Digital and AI Fluency

Program Management

Transformation Leadership

Analytical Fluency

Patient Access Knowledge

Contract Optimization

Exceptional Communication

Collaboration

Influencing Senior Leaders

Coaching and Development

High-Accountability Culture

Education

Bachelor's Degree

MBA/MPH preferred

Tools

Performance Reporting Tools

Scorecard Frameworks

Digital Tools

Patient Journey Analytics

Job description

• Serve as the operational architect of the U.S. Patient Services transformation
• Translate the PPS strategy roadmap into disciplined execution across all U.S. Patient Services
• Own and operationalize the PPS strategy roadmap and semester goals
• Transform the operating model, improve vendor ecosystem management, and deliver enterprise Patient Services, Digital innovations, and pilots
• Provide all updates to the PPS leadership team
• Own the Patient Services Operating Plan process, including design, tracking, leadership business reviews, and integration with semester goal-setting
• Establish frameworks to prioritize investments across Patient Services access programs, digital tools, and service models
• Drive financial optimization and investment transparency across Patient Services
• Drive accountability for enterprise Patient Services outcomes, including paid fill rates, time to fill, time to therapy, prescription abandonment, enrollment, utilization, satisfaction, and cost per patient
• Partner with Insights & Analytics to deliver leadership scorecards, monthly performance reporting, and patient journey-centric insights; present scorecards to the Pfizer C-Suite
• Own KPI and value measurement frameworks and hold cross-functional teams accountable for enterprise-wide goals
• Establish and maintain baseline patient and HCP satisfaction metrics and drive measurable program improvements
• Build and champion a health equity approach for U.S. Patient Services
• Embed equity considerations into program design standards and patient journey analytics, and drive interventions to address disparities
• Strengthen affordability offerings, including patient assistance and copay programs, for underserved communities
• Establish equity-focused metrics and reporting within the Patient Services scorecard framework
• Partner with Business Units, Medical, Corporate Affairs, and external community and advocacy organizations to extend patient support
• Support enterprise vendor performance management across hub, specialty pharmacy, and copay ecosystems, including SLA achievement tracking and vendor correction
• Drive cost savings and improved outcomes with strategic partners through contract optimization, standardized SLAs, and delivery productivity and quality improvements
• Serve as an integration point between Patient Services and Business Units to drive cross-functional alignment and enterprise initiative execution
• Strengthen the COE-based operating model, ways of working, and internal accountability
• Foster a patient-centric, collaborative, high-accountability culture through engagement, onboarding, and customer-listening initiatives
• Ensure patient services programs and operations comply with applicable laws, regulations, industry standards, and business practice documents
• Flag risks early and partner with Legal and Compliance to maintain program integrity

Requirements

• Bachelor's degree required; advanced degree (MBA, MPH, etc.) preferred
• 8+ years' experience in Biopharma Patient Services Strategy / Operations / Program Management, Strategy / Management Consulting, or related area required
• Demonstrated success leading large-scale, multi-workstream transformation or PMO efforts in a highly fast-paced setting
• Significant depth in the U.S. patient access and affordability landscape, including hub services, specialty pharmacy, copay and patient assistance programs, and field reimbursement
• Knowledge of policy and market dynamics affecting patient services, including Medicare Part D redesign, payer and employer exclusions, and 340B
• Experience in patient services vendor management, including service level agreements (SLAs), contracting, and vendor performance oversight
• Strong analytical fluency, including building KPI frameworks and scorecards, interpreting complex program and funnel data, and turning insights into executive-ready recommendations
• Digital and AI fluency, with ability to partner with technical and data teams to translate infrastructure into actionable, compliant service innovations
• Exceptional written and verbal communication skills, with prior experience presenting to and influencing senior leaders
• Ability to influence and collaborate with peers, develop and coach others, and oversee and guide colleagues
• Demonstrated commitment to health equity and experience designing or operating programs that improve access and outcomes for underserved populations preferred
• Ability to travel based on business needs
• Candidates must be authorized to be employed in the U.S. by any employer
• This position requires permanent work authorization in the United States
• U.S. work visa sponsorship is not available for this role now or in the future

Core Competencies

Demonstrates expertise in Biopharma Patient Services Strategy and Operations, with a strong focus on health equity, vendor management, and financial optimization. Proven ability to lead large-scale transformations and develop actionable insights through analytical fluency and digital innovation.

Highest-signal resume keywords

• Biopharma Patient Services Strategy
• Vendor Management
• Health Equity Commitment
• KPI Framework Development
• Digital and AI Fluency

Hard Skills

• Program Management
• Transformation Leadership
• Analytical Fluency
• Patient Access Knowledge
• Contract Optimization

Soft Skills

• Exceptional Communication Skills
• Collaboration
• Influencing Senior Leaders
• Coaching and Development
• High-Accountability Culture

Certifications & Qualifications

• Bachelor's Degree
• Advanced Degree Preferred (MBA, MPH)

Industry Keywords

• Patient Services
• Hub Services
• Specialty Pharmacy
• Copay Programs
• Medicare Part D

Tools & Technologies

• Performance Reporting Tools
• Scorecard Frameworks
• Digital Tools
• Patient Journey Analytics