ROLE SUMMARY
The Patient Experience Partner implements Patient Advocacy strategies to support key Pfizer and business unit priorities and serves as a thought partner to commercial (not into Sales Team) and cross-functional leaders and colleagues in managing patient advocacy and patient engagement opportunities.
Focus on patient experience by understanding the needs of patients in the market to achieve a better state of care through key stakeholder engagement.
Helps improve the patient journey experience and be the face of the patient support programs.
ROLE RESPONSIBILITIES Develop and lead the implementation of country strategic, pro-active agenda with internal and external stakeholders as well as across patient platforms designed to:Deepen our insights and activities to enhance patient advocacy and patient engagement.Amplify the patients' voice in everything we do, making patients and their needs our North Star.Enhance patients' access to our lifesaving medicines and vaccines.Understand the patient journey and collect insights (xBU or BU specific) to identify hurdles and opportunities for partnerships to enhance patient experience.Provide direction for cross-functional engagement with targeted key stakeholders and serve as a key relationship manager, leading and/or guiding relationships with patient and professional advocacy organizations as appropriate.Develop, drive, and manage the Spanish country advocacy relations plan to foster better understanding of Pfizer policy positions and issues by lawmakers and key opinion leaders across all therapeutic areas.Lead the conversation within and external to Pfizer to help achieve our goal of being known as the most patient-centric company.Partner with all key stakeholders, including but not limited to Digital, Worldwide Research, Development & Medical (WRDM), and Global Product Development (GPD) and Health and Value to coordinate, develop and implement best practices, tools, and systems for interpreting and leveraging patient insights across drug discovery, development, access, and delivery.Provide insights and input on best practice patient-centricity and patient engagement knowledge across portfolios and therapeutic areas and monitor the environment for emerging trends.Maintain focus on the priority policy and reputational issues that present major opportunities or threats to the Enterprise over the short, medium, and long term, and ensure clear action plans are in place.Manage support of special events with the patient advocacy community to maximize Pfizer's presence as appropriate.Ensure interactions with patients & PAGs follow local legal and compliance regulations (Ethic Code of Good Practices FI), internal Policies and Procedures such as MAPP, conflict of interest, data privacy, and the Global Guidance for interactions with Patients and Patients Organizations.Ensure PEP role and activities cannot be a mechanism for product promotion, so role's KPIs must not be linked to commercial activities or sale of products.
If needed, information sharing or PEP communications must be limited to unbranded corporate communication.Ensure PEP cannot interfere with the doctor/patient relationship and should not be seen by patients as a substitute for consultation with a doctor.Ensure interaction with patients must always be through PAGs.Ensure PEPs cannot be involved in discussions or strategies relating to triggering litigation mechanisms to obtain product for patients.
Clear messages must be given, managing patients' expectations and defining company's limitations.
Provide training to the team on the messages and answers to be provided to the patients by the company.Consider the associated risk of receiving information regarding patient experiences.
If PEP communications are expected to take place via social media, it should follow internal/external regulations.
Consult the appropriate Legal/Compliance contacts for further support in mitigating risk.QUALIFICATIONS Bachelor's degree required.
Advanced Degree in public health/public policy preferred.Must have extensive experience in patient advocacy/engagement or public affairs.Fluent in English and Spanish.Demonstrated ability to develop and implement strategic initiatives and partnerships with external stakeholders and with cross-functional colleagues in a complex matrix structure.Experience in managing multi-dimensional and long-term relationships with patient, community, and provider organizations required.Experience in pharmaceutical/health care industry knowledge is required.Outstanding oral and written communications skills.Must have an established track record of coalition building in complex environments.Must have a superior ability to accomplish company goals in a matrix environment.Proven experience in implementing strategic and tactical plans.Hands-on crisis and reputation management experience.Strategic thinker, able to tackle complex issues and develop innovative solutions.
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