WHY PATIENTS NEED YOU
All over the world, Pfizer colleagues have the opportunity to grow and develop a career that offers both individual and company success; be part of an ownership culture that values diversity and where all colleagues are energized and engaged; and the ability to impact the health and lives of millions of people. Pfizer, a global leader in the biopharmaceutical industry, is continuously seeking top talent who are inspired by our purpose to innovate to bring therapies to patients that significantly improve their lives.
WHAT YOU WILL ACHIEVE
The Pfizer Connect Navigator Lead is a member of the Pfizer Connect Leadership team. The role is directly accountable to build out and establish the Navigator Function within Pfizer Connect and lead the commercial (non-sales) customer service function. The Navigator roles are designed to engage customers through remote virtual channels focused on ensuring awareness and understanding of Pfizer’s Rare Disease products and related resources. The team is a part of Pfizer Connect, our virtual engagement centers, and are responsible for assigned Rare Disease HCPs and their offices. The Navigators enable a seamless engagement across Pfizer functions, tools, and resources for the HCP and their office. They coordinate all support, including with other SMEs as necessary, and educate on relevant products with materials developed specifically for a more scientific dialogue. In addition, they may engage in environmental shaping or market development efforts related to the pipeline.
HOW YOU WILL ACHIEVE IT
Develop and execute a strategy to define, deliver and measure our ability to provide proactive HCP education, customer support and SME connectivity in a non-sales, commercial capacity
Build and lead a new team in the Rare Disease Navigator space that is a diverse and qualified. Developing their skills and capabilities via coaching and performance management to ensure a high level of therapeutic area knowledge, deep scientific expertise and credibility with assigned product(s), creating an optimal customer experience
Build a new function and an entirely new approach at Pfizer Connect with the Rare Disease Navigator roles.
Ensure team members are collaborating effectively across commercial and non-commercial colleagues to meet HCP educational and resource needs, creating a truly simple, single point of contact for assigned offices
Engagement of non-traditional HCP approach / reaching community does not prescribe so need to develop the engagement approach
Where needed, help to identify the correct SME and facilitate support across the enterprise to meet HCP requests
Strategic Leadership – Contributing to and siting on the Pfizer Connect Leadership Team, the NA Rare Disease Leadership Team and the Rare disease sales team
Work to continually improve the level of service provided by the team, recommending enhancements to materials, technology, approach or process. Identifies and shares best practices across the team that enhance HCP knowledge and awareness of Pfizer products and services
Stays current with the HCPs, market and therapeutic area, providing relevant insights to the Navigator and BU teams about current or pipeline products
Optimizes virtual engagement skills for themselves and their team and is proficient in all virtual tools and technology, including Galaxy and PfizerPro
Ensures actions of self and team are fully compliant; has complete understanding of all relevant compliance laws, policies and processes
As a member of the Pfizer Connect Leadership Team, works with the VP and peers to build & scale a diverse Pfizer Connect team that is representative of our customers and implement best-in-class processes and measurable initiatives that will drive customer experience
Ensure appropriate integration of the team with BU colleagues, SMEs and other Pfizer Connect members
Builds strong team culture, colleague engagement and morale
Promotes a feedback culture and continuous improvement mindset in team to assess quality of customer experience (e.g., uses virtual pulse surveys, team barometers, customer feedback)
Develop training curriculum and coaching strategies to ensure continuous development of Navigators
Establish reporting and analytics to inform operational performance, continuous improvement and executive readouts
Partner with key stakeholders to ensure comprehension of the Navigator and its relationship to supporting functions to ensure compliance
Become the “expert” in the Navigator space within Pfizer Connect
Sets team goals and hold team members accountable for consistent adherence (e.g., scientific knowledge, communication, compliance, use of technology.
QUALIFICATIONS
Must-Have
BA/BS with 12+ years of experience, MBA/MS with 10+ years of experience, OR PhD or JD with 7+ years of experience.
Minimum 15 years’ experience required, 8 with advanced degree, preferably in pharmaceutical sales, biotech, or medical device sales role, customer-oriented, delivering right experience
Minimum 5 years of direct people management experience required
Experience and proven track record in Healthcare Customer Engagement (HCPs and Accounts)
Strong business acumen, superior communication skills and a documented record of success
The ability to develop strong professional relationships virtually in a dynamic and challenging environment
Strong presentation and communication skills
Customer-centric, problem-solving mindset
Ability to work in ambiguity and draw insights from broad data sources
Exceptional project management, decision-making and problem-solving skills
Track record of working collaboratively and developing strong partnerships at all levels across the organization
Proven ability to manage through change
Promotes a strong risk and controls environment by adhering to all processes and procedures
Proven ability to excel with complaint, cross-functional engagement to deliver on customers’ needs
Proven ability to communicate and educate providers on complex clinical and disease state information
Experience with virtual engagement technology and CRM Ssystems (Microsoft, Teams, WebEx, Zoom).
Nice-to-Have
MD/DVM with 5+ years of experience.
3-5 years pharmaceutical or related healthcare experience preferred
Relevant therapeutic experience and expertise preferred
Product launch experience preferred
Start-Up experience
Experience in multiple healthcare ecosystems (Medical Group, Hospital, Integrated Delivery Systems)
Experience working with key thought leaders or high influence customers in large group practices or hospitals preferred
NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS
Some domestic travel may be required, primarily between HQ and Pfizer Connect Centers
OTHER JOB DETAILS
Relocation assistance may be available based on business needs and/or eligibility.
Sunshine Act
Pfizer reports payments and other transfers of value to health care providers as required by federal and state transparency laws and implementing regulations. These laws and regulations require Pfizer to provide government agencies with information such as a health care provider’s name, address and the type of payments or other value received, generally for public disclosure. Subject to further legal review and statutory or regulatory clarification, which Pfizer intends to pursue, reimbursement of recruiting expenses for licensed physicians may constitute a reportable transfer of value under the federal transparency law commonly known as the Sunshine Act. Therefore, if you are a licensed physician who incurs recruiting expenses as a result of interviewing with Pfizer that we pay or reimburse, your name, address and the amount of payments made currently will be reported to the government. If you have questions regarding this matter, please do not hesitate to contact your Talent Acquisition representative.
EEO & Employment Eligibility
Pfizer is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. Pfizer also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. Pfizer is an E-Verify employer. This position requires permanent work authorization in the United States.
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