Director, Patient Services Enablement

• 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