HomeSales & MarketingMarket ResearchManager - Patient Support Program | Pfizer India | Mumbai

Manager – Patient Support Program | Pfizer India | Mumbai

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Position: Manager – Patient Support Program

Location: Mumbai, Maharashtra, India

Job Description:

This role’s primary purpose is to significantly improve access to Pfizer therapies in the India Market and build Pfizer’s reputation by managing Patient Support Programs (PSP) across portfolios through project and vendor management.

The primary responsibilities are:

  • Oversee, design, and implement the Patient access programs for Pfizer therapies in India and neighboring countries under India

  • Manage day-to-day operations and services necessary for patients to enroll in and avail patient support programs

  • Point of contact for all patient support programs and services collaborate with the sales team and internal enabling functions.

  • Oversee contracts and partnerships with vendors and service providers

  • Establish, monitor, and achieve KPIs for vendor and PSP

  • Create, maintain, own and implement SOP’s related to PSP

  • Ensure program compliances to internal policies, SOP’s and support audits

  • Create PSP related communication material for the sales team, ensure their training

  • Review and analyze data reporting from vendors to identify issues, trends, and potential interventions to ensure program excellence.

  • Provide regular updates and presentations to organization stakeholders

Responsibilities:

Strategic – Develops strategies and innovative models to improve multifold access of Pfizer therapies in India via patient support programs.

  • Strategize and implement the Patient Support Programs as required by business units in line with internal policies.

  • Provide strategies for the continued growth of PSP focused on addressing patient needs while balancing compliance

  • Manage external partners, manage contractual obligations and partners, and achieve operating efficiency while meeting all regulatory and legal requirements.

  • Ensures that PSP meet/address internal audit, compliance, legal and safety requirements

  • Enhance reputation for Pfizer with all external stakeholders touched by the PSP.

  • Manage PSP within budget

Operational – Successfully implements the strategies, and operational elements such as partner management, operational excellence, KPI’s and reporting, data analysis and insights, program enhancement.

  • Manage day-to-day operations and services necessary for patients to enroll in and avail patient support programs

  • Point of contact for all patient support programs and services collaborate with the sales team and internal enabling functions.

  • Oversee contracts and partnerships with vendors and service providers

  • Establish, monitor, and achieve KPIs for vendor and PSP

  • Create, maintain, own and implement SOP’s related to PSP

  • Create PSP related communication material for the sales team, ensure their training

  • Review and analyze data reporting from vendors to identify issues, trends, and potential interventions to ensure program excellence

  • Provide regular updates and presentations to organization stakeholders

Digital – Continuously scans the landscape for bringing digital insights to the PSP. Contributes to leveraging technology to improve patient enrollment and experience for PSP, improves compliance, turnaround time, and provides analytical, business, and compliance insights.

  • Leverages artificial intelligence, KYC technologies, fintech, and other emerging technologies to improve analytics from the data obtained, improve patient enrollment and HCP consents, and continuing usage of products and services under PSP’s.

  • Leverages digital technology to make PSP interface with customers and patients easy, quick, and authentic

People Management – Manages external partner relationships, exhibits a high level of collaboration with internal and external stakeholders.

  • Manages third-party vendor relationship including their senior management, and front line colleagues

  • Manages compliance and ensures PSP requirements are fulfilled by HCP’s, customers (stockists,s, etc.) while enhancing relationship, and Pfizer equity.

  • Collaborates with internal functions (compliance, legal, quality, supply chain, commercial, access) and indirectly yet positively influences the sales team regarding PSP.

  • Enhance reputation for Pfizer with all external stakeholders touched by the PSP

Compliance – Ensures all patient journey information, and program creation and implementation are in adherence to internal policies and compliance guidelines.

  • Ensure program compliances to internal policies

  • Ensure proper creation, approval, implementation, and updation of SOP’s

  • Maintain diligence records, and ensure routine diligence of vendors and service providers

  • Support internal investigations, resolutions to compliance and audit observations

  • Ensure program brief and internal approvals are maintained accurately

Organizational Relationships:

  • In market Sales and Marketing teams, Legal, Compliance, Medical, Regulatory, Commercial Quality Oversight, Supply Chain, Finance, Policy, Communication

  • Stakeholders in Access Functions

  • Patient Support Program Service providers, Distributors, Delivery agents, Diagnostic partners

  • High-Mid level stakeholders in non-banking financial organizations, NGO’s, industry groups or associations, private and Govt. hospital stakeholders, and HCP’s

  • Healthcare startups and other pharma / diagnostic players

Desired Knowledge & Competencies:

  • Knowledge of Indian Healthcare system including health policy & pharmaceutical industry dynamics and strong know-how of India Pharma Market

  • Working in Oncology, Cardio, and Hospital segments a plus

  • Understanding of compliance, legal, and regulatory framework for pharma in interaction and engagement of patients.

  • Digital experience is a plus

  • Strong analytical, communication, and organization skills

  • Root cause analysis, corrective action, and decision-making skills

  • Previous Partner or vendor management a plus

  • Experience in strategy development and/or interaction with senior leadership/clients

  • Ability to lead cross-functional teams and to partner with internal and external stakeholders

  • Ability to both manage and deliver work product.

  • Demonstrated ability to work with senior external stakeholders, ensuring Pfizer and its position & reputation are appropriately represented and protected.

Qualification: MBA/ Master’s Degree

Experience: 5-10 yrs of experience in a consulting firm, or Pharma Company and with preferably about 2-5 years in market access or patient support program mgmt. role.

Relevant Experience

  • PSP management
  • Service Provider Management
  • Project and Process Management
  • Internal Audits
  • Compliance
  • Commercial Quality Oversight

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