Leadership: creates a high performance culture focused on delivering outstanding service to patients and their health care providers. Exudes a customer service mentality. Manage and develop a team of exempt supervisors effectively and efficiently. These direct reports provide PAP program oversight and management
Knowledge and Expertise: Possess a broad understanding of overall environmental considerations that affect medication access, including a strong knowledge of access to AbbVie medications. Develop and maintain PAP policies and procedures that support regulatory, quality, and legal compliance. Successfully communicate issues and initiatives to all levels of the business and management. Strong analytical, negotiation and problem-solving skills
Compliance Management: Responsible for implementing and maintaining the effectiveness of the quality system. Monitors, track, and reports program metrics and status
Customer Relations Management: Approach activities with the belief that the patient is at the center of everything we do. Manage day to day opportunities for improvement of customer service and program design.
Respond to all levels of the organization as well as patient and providers to work through case by case hardships to assure our patients receive the care they need. Maintain an effective organization and communications network that is capable of responding to the needs of customers, as well as providing an immediate solution to daily problems.
Responsible for managing Pharmacy Solutions PAP Teams to provide exceptional customer service while identifying and implementing efficient and effective process improvements to program design.
Accountable for operating the program within legal and compliance guidelines
Bachelor’s Degree required; Healthcare or Business preferred
5+ years in overall work experience including a minimum of 3 years’ experience in patient and/or physician service programs and/or project management
3+ years Pharmacy/Healthcare reimbursement service knowledge and background required
2+ years call center experience preferred
Fluent in Excel, Word, and PowerPoint. Working knowledge of Microsoft Access and Visio
Basic knowledge of AbbVie products
Knowledge of regulations and standards affecting Pharmaceutical Products (i.e., CFR 210/211, cGMP)
Knowledge of regulations and compliance requirements affecting Patient Assistance Programs (PDMA, HIPAA, 21CFR, etc)
AbbVie is committed to operating with integrity, driving innovation, transforming lives, serving our community, and embracing diversity and inclusion. It is AbbVie’s policy to employ qualified persons of the greatest ability without discrimination against any employee or applicant for employment because of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information, gender identity or expression, sexual orientation, marital status, status as a protected veteran, or any other legally protected group status.
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