Patient Experience Coordinator
Pfizer INC · 🌍 Mexico - Mexico City
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About the role
Patient Experience Coordinator Drive the successful implementation, execution, monitoring, and continuous improvement of Patient Support Programs (PSPs) and Diagnostic Programs in Pfizer Mexico, ensuring an exceptional patient experience, timely access to diagnosis and treatment, operational excellence, compliance, and measurable business impact. Reports to the Patient Experience & Diagnostics Lead Responsibilities · Develop and maintain the Patient Support Program (PSP) and Diagnostic Program portfolio roadmap, prioritizing initiatives according to patient needs, strategic value, feasibility, risk, and business impact, scability and growth. · Lead the end-to-end program lifecycle, including needs assessment, service design, business case development, implementation, optimization, scale-up, transition, and closure. · Coordinate the implementation and day-to-day operation of PSPs, diagnostic initiatives, and patient services across therapeutic areas, aligned with brand and patient experience strategies. · Develop business cases and value assessments for new or expanded programs, defining expected patient, operational, financial, and business outcomes. · Manage program timelines, workplans, governance forums, dependencies, risks, and vendor execution. · Define and monitor program KPIs, including enrollment, activation, service utilization, time to diagnosis, turnaround times, patient satisfaction, referrals, adherence, persistence, and budget performance. · Monitor program budgets and expenditures, identifying efficiencies while preserving patient impact and service quality. · Support purchase orders, invoicing processes, budget reconciliation, and financial forecasting. . Analyze patient journey insights to identify barriers to access, diagnosis, treatment initiation, adherence, and persistence, translating program data into actionable recommendations. · Serve as the primary operational contact for PSP and diagnostic vendors, ensuring effective stakeholder alignment and escalation management. · Support the full vendor lifecycle, including selection, contracting, onboarding, training, performance management, remediation, business continuity, transition, and offboarding. · Ensure patient support and diagnostic activities comply with Pfizer policies, local regulations, privacy requirements, and PSP governance standards. · Maintain complete and accurate documentation within Program Inventory (Pi), GCMA, and other applicable system and support audit readiness. · Support the administration and optimization of digital patient engagement platforms, including Pfizer Conmigo. · Coordinate updates to content, assets, workflows, and patient-facing resources. Cross-Functional Collaboration · Partner closely with Patient Experience, Category Leads, Country Brand Leads, Country Brand Managers, Medical, Regulatory, Legal, Compliance, Finance, Procurement, Digital, and Customer Facing Colleagues. · Lead cross-functional alignment, decision-making, escalation management, and accountability across internal stakeholders and external partners. Working relationships Internal · Patient Experience Team · Category Leads · Country Brand Leads (CBLs) · Country Brand Managers (CBMs) · Medical, Compliance, Legal, Regulatory, Finance, Procurement, and Digital · Customer Facing Colleagues (CFCs) External · PSP vendors · Diagnostic laboratories · Healthcare professionals · Patient associations and medical societies · Strategic service providers Qualifications Education · Bachelor’s degree in Health Sciences, Pharmacy, Medicine, Biology, Public Health, Healthcare Administration, Marketing, Business Administration, or a rel