Dedicated Case Coordinator Texas West

About the role

The Inflammation and Immunology Dedicated Case 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. This dual patient‑ and HCP‑facing role carries 100 % ownership of every case in the assigned geography.

Responsibilities

• Case ownership and patient journey: Own 100 % of assigned cases, serve as the central point‑of‑contact for patients/caregivers and HCPs, answer access and coverage questions, and maintain a clear understanding of each stage of the patient access journey.
• Benefits investigation and financial navigation: Conduct Summary of Benefits (SOB) discussions, obtain missing information on the Patient Enrollment Form (PEF), walk patients through out‑of‑pocket costs, verify coverage for products and baseline tests, and oversee the prior‑authorization process.
• Appointment and assessment coordination: Schedule, reschedule, and confirm patient appointments with providers and vendors; secure confirmation communications (CFT) and coordinate compliance with IQVIA/MDX for assessment tests.
• Program and copay administration: Manage Interim Care (IC) program requirements, confirm voucher eligibility, maintain copay portal access, attest copay eligibility, and follow up post‑fill to ensure copay cards function correctly.
• Prescription triage, fulfillment, and ongoing follow‑up: Triage vouchers, paid prescriptions, and IC fills within Polaris; contact patients at 10‑ and 45‑day intervals post‑prescription to resolve logistical or financial questions.
• Case and systems ownership: Manage and update case types in Polaris, interpret prior‑authorization, appeal, and PEF documentation, share cases with HUB partners, coordinate with Pfizer colleagues via secure messaging, maintain real‑time case comments, and handle Docusign consents.
• Compliance, safety reporting, and communication: Report adverse events per company requirements, operate within strict content controls, communicate access options using brand‑approved materials, and uphold confidentiality and regulatory guidelines.

Qualifications – Must‑Have

• B.S. or B.A. degree
• 8 + years of pharmaceutical (or related) experience in customer‑facing roles/functions
• Minimum 6 months as a FRM, PAC, FAS or similar experience in access and reimbursement, with experience using the Polaris CRM system
• Working proficiency in Polaris (case management, documentation, prescription triage, PA/appeal/PEF interpretation)
• Demonstrated ability to communicate directly with patients, providers, and cross‑functional colleagues
• Experience conducting benefit investigation and verification directly with payers; knowledge of prior‑authorization and appeals processes
• Working knowledge of copay programs, maximizers, accumulators, vouchers, and interim‑care programs
• Ability to own a high volume of concurrent cases (average ~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, and specialty medication area
• Effective, compliant communication and collaboration with cross‑functional field‑based colleagues (Sales, Medical, FRM, PCA/SAS, KAD, Government Relations)
• Alignment with HQ stakeholders to ensure appropriate understanding and support for patient access

Nice‑to‑Have

• Experience in a patient‑ or customer‑facing role requiring access and reimbursement education
• Experience working with a HUB
• Familiarity with Kiteworks or comparable encrypted email platforms, 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
• Knowledge of both pharmacy‑benefit (PBM) and major‑medical benefit coverage pathways

Knowledge & Skill Sets Desired

• Excellent written and verbal communication skills
• Exceptional relationship‑building abilities, especially with elderly populations
• Trust, integrity, empathy, and patience
• Ability to deliver meaningful, concise presentations
• Strong attention to detail and organizational skills
• Exceptional critical‑thinking skills for understanding complex processes and communicating them to diverse patient communities
• Outstanding collaboration and networking abilities
• Team‑oriented work style
• Understanding of specialty pharmaceuticals and patient journeys
• Adherence to regulatory and compliance standards
• Flexibility to work across different time zones as needed

Work location & schedule

• Remote work from home 5 days a week or field‑based colleagues not affiliated with a Pfizer site
• Travel requirement: approximately 10 %–20 % of time
• Primary time zone: Central Time Zone
• Eligibility for relocation package (subject to business needs)

Pay

The annual base salary ranges from $162,900.00 to $271,500.00. The role is eligible for Pfizer’s Global Performance Plan with a bonus target of 20 % of base salary and participation in a share‑based long‑term incentive program.

Benefits

• Comprehensive health benefits (medical, prescription drug, dental, vision)
• 401(k) plan with Pfizer matching contributions and an additional Pfizer Retirement Savings Contribution
• Paid vacation, holiday, and personal days
• Paid caregiver/parental and medical leave
• Other programs to support healthy lives and life’s moments