Senior Manager, Patient Assistance Operations & Insights

Pfizer Inc.; New York (NY); Hybrid; USD 124,000 - 207,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Pfizer Inc. in New York is seeking a Senior Manager for Patient Assistance Programs, Operations & Insights to oversee PAP operations across business units, drive data-informed decisions, and lead cross-functional initiatives with internal teams and external vendors.

The role emphasizes forecasting, dashboards, and performance reporting to support program strategy, risk mitigation, and operational improvements, with a hybrid NYC-based work model.

Qualifications

• Bachelor’s degree required; advanced degree in business, analytics, public health, healthcare administration, finance, or a related field preferred.
• 6+ years of experience required with Bachelors; 5+ years of experience required with MBA/MPH/master's degree; 1+ year of experience required with PhD or JD.
• Experience required in patient services, patient access, PAP operations, healthcare operations, business analytics, management consulting, or a related field required.
• Demonstrated knowledge of patient assistance program operations, including eligibility, enrollment, prescription and refill activity, fulfillment, reimbursement, and patient access workflows.
• Experience developing dashboards, scorecards, forecasts, executive summaries, and recurring performance reports, including monitoring KPIs, SLAs, and material variances.
• Advanced proficiency in Excel and PowerPoint, including experience analyzing complex information and developing leadership-ready presentations.
• Demonstrated experience analyzing data to identify trends, investigate performance issues, and recommend actions.
• Demonstrated experience managing vendors, operational performance, budgets, and cross-functional deliverables.
• Working knowledge of Power BI, Tableau, or a comparable data-visualization platform.
• Experience validating data from multiple sources, identifying discrepancies, and partnering with internal teams and vendors to resolve data-quality issues.
• Clear understanding of U.S. health insurance and reimbursement mechanisms.
• Demonstrated success operating in a fast-paced, matrixed environment.
• Strong project management and organizational skills, including the ability to manage multiple competing priorities.
• Exceptional written and verbal communication skills, with experience presenting to leadership and cross-functional stakeholders.

Responsibilities

• Manage PAP operations across Business Units to support a consistent and effective experience for patients and healthcare providers.
• Define and monitor vendor performance against business rules, SLAs, quality measures, cost expectations, contractual requirements, and operational outcomes.
• Manage vendors responsible for PAP administration, including call center operations, application processing, enrollment, refill support, and medicine fulfillment.
• Lead cross-functional PAP initiatives, managing scope, timelines, dependencies, risks, and stakeholder expectations through implementation.
• Partner with Patient Services BU Hub Lead(s) to align PAP business rules and establish ways of working that support seamless handoffs and an optimized patient journey into PAP.
• Partner with Supply Chain, Logistics, the Memphis Distribution Center, Finance, and vendors to align forecast assumptions and support product, capacity, and financial planning.
• Engage with applicable field-facing colleagues to provide guidance on program requirements, as needed.
• Ensure PAP operations comply with applicable federal and state requirements, the Pfizer PAP/IPAP Standard Operating Procedure, Patient Support Program Compliance Requirements, and relevant quality and privacy standards.
• Oversee the resolution and appropriate escalation of operational issues, including shipping challenges, product delays, and patient appeals.
• Lead and support SOW development and approvals, and manage vendor budgets to ensure alignment with financial forecasts and contractual requirements.
• Ensure vendor adherence to applicable Pfizer program, digital, safety-reporting, privacy, compliance, and operational requirements, including adverse-event reporting.

Skills

Analytical thinking

Leadership

Cross-functional collaboration

Communication

Forecasting

Project management

Data storytelling

Education

Bachelor’s degree

MBA/MPH/Master’s degree

PhD/JD (optional)

Tools

Power BI

Tableau

Excel

PowerPoint

Job description

Pfizer Inc. in New York is seeking a Senior Manager for Patient Assistance Programs, Operations & Insights to oversee PAP operations across business units, drive data-informed decisions, and lead cross-functional initiatives with internal teams and external vendors.

The role emphasizes forecasting, dashboards, and performance reporting to support program strategy, risk mitigation, and operational improvements, with a hybrid NYC-based work model.