Associate Director, AbbVie Patient Services Operations - Lake County, IL

AbbVie's mission is to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic areas – immunology, oncology, neuroscience, and eye care – and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on X, Facebook, Instagram, YouTube, LinkedIn and Tik Tok.

The Associate Director, AbbVie Patient Services Operations, Access & Reimbursement, is a key leadership role that will engage with many different stakeholders (patient services teams, marketing, quality, compliance, business technology systems, and others, as necessary) in a highly matrixed environment to execute industry-leading Patient Support Programs (PSP) for their assigned teams and products. They will lead, develop and coach a team that provides support to Field Reimbursement Managers, Customer Solutions Specialist and Hub teams. This role will ensure field team personnel directly supporting patients have the appropriate operational resources and tools they need to be successful.

This role also guarantees operational excellence for the teams they support by leading the continuous analysis of existing operational workflows with the intent being to streamline and optimize these processes across teams and product portfolios. Additionally, this role will provide issue resolution for product and system requests and will design and implement program optimizations to deliver exceptional and optimal patient field support.

Key Responsibilities:

• Collaborate with Senior Directors, Directors, and ADs across the organization to understand stakeholder goals and ensure proper operationalization
• Direct and manage a team of professionals to collaborate with many stakeholders while coaching them to understand their stakeholders’ operational needs and priorities
• Prioritize leadership requests to support customers effectively and create / maintain prioritized lists of initiatives
• Prioritize projects, meet timelines and exceed quality standards based on incoming and ongoing business needs
• Assign prioritized activities to direct reports for the teams they support
• Collaborate with Patient Support team members to provide optimal end user support
• Oversee, manage and share responsibility for risk issue resolution and root cause analysis as it relates to customers
• Work closely with Development to understand and implement any operational implications to changes being made
• Responsible for oversight and execution of operations-related special projects
• Identify and drive program level enhancements and work with cross-functional partners to drive strategic operational efficiencies and excellence within the Patient Services Operations team
• Provide guidance, as applicable, to end user support efforts based on teams and customers they support
• Meet regularly with leadership, key stakeholders, and working team members to ensure operational project oversight, maintain timeline & budget, and disseminate project status information on a routine basis
• Coordinate logistics for internal and external projects and resources to ensure time efficiency and to meet internal client needs
• Communicate timely and accurate information, progress, and updates to PSP field teams
• Develop and execute a feedback mechanism to assess the value of the program and related operational support from internal and external stakeholders
• Utilize all available resources effectively, either within or outside of direct span of control, to manage diverse workloads, maximize productivity and encourage innovation within the team
• Leverage internal and external Patient Services Programs processes to bring a best-in-class operations organization

• Requires minimum of a bachelor’s degree or equivalent experience
• 5+ years of experience in the pharmaceutical or healthcare industry, preferably in patient-centric role(s)
• Preferred people management experience, or demonstrated ability to build and inspire support
• Operational experience is a plus
• Strong technical and business acumen, with demonstrated proficiency in application support and process efficiency to develop / execute in response to market opportunities
• Experience successfully leading a large team of multiple stakeholders and reports to achieve large scope project implementation
• Proven ability to manage multiple projects and people in a highly matrixed environment
• Demonstrated success in developing and leading effective cross-functional teams with different goals and influencing without direct authority to achieve desired outcomes
• Strong ability to develop positive and trusting working relationships by tactfully supporting diverse personalities
• Strong operational strategic mindset with ability to problem solve and develop influence organizational development strategies
• Excellent verbal and written communications skills and highly capable in working with and presenting findings to senior team members, other leadership and key stakeholders
• Demonstrated initiative-taking mindset with strong investigation and resolution skills
• Has a good understanding of data networks, data services, redundancy, and integration (middleware) technology
• Strong understanding of CRM solutions, business intelligence environments, and solution design and development
• Fully competent in MS Office (Word, Excel, PowerPoint)

Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law: ​

• The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future. ​

• We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.​

• This job is eligible to participate in our short-term incentive programs. ​

• This job is eligible to participate in our long-term incentive programs​

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, incentive, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole and absolute discretion unless and until paid and may be modified at the Company’s sole and absolute discretion, consistent with applicable law. 

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community.  Equal Opportunity Employer/Veterans/Disabled. 

US & Puerto Rico only - to learn more, visit https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html

US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:

https://www.abbvie.com/join-us/reasonable-accommodations.html