Patient Operations Manager

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.

Purpose

Patient Support Programs (PSP) are an integral part of our Patient Centric commitment. This role manages PSP operations for different therapeutic areas. Will be responsible for program development, training and operational excellence to assure program effectiveness and exemplary patient support. PSP operations includes but not limited to vendor management, call center operations, promotional materials development, information technology management, system upgrades, process re-engineering to enhance/improve patient support, performance metrics analysis.

Responsibilities

• Responsible for the operations of the different therapeutic areas Patient Support Programs, facilitating Patient Program enhancements, including but not limited to new technology, budget, resource analysis and external relations
• Responsible for managing third party vendor contracts
• Collaborate with the Patient Relations Manager and Commercial Managers to develop KPIs, ensure reporting systems are in place and provide monthly performance updates to the team
• Manage projects and provide input into broader projects/strategic direction of the Patient Relations organization. Ensure defined projects achieve high standard of performance measuring KPIs, compliance monitoring and customer service level
• Define, measure and address vendor service level achievement
• Manage the creation, updating, and tracking of SOPs (standard operating procedures) within the Patient Relations organization
• Working with the brand teams and within the matrix organization to secure the compliant implementation of projects and maximization of performance
• Facilitating training to Third Party Vendor partners

Significant Work Activities:

• Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hr day) is required
• Frequent to continuous computer usage (greater or equal to 50% of the workday) is required

Qualifications

• B.A/B.S/ Business, Health, Marketing, Science or related field MBA or Graduate school not required, but desirable
• A minimum of five (5) years of successful experience in direct patient program development, related patient program administration or project management, strong knowledge on pharmaceutical products reimbursement and Managed Care environment is a must
• strategic thinking, analytical skills and creative mind
• The ability to demonstrate empathy, care and support to patient's/caregivers needs
• Demonstrated ability to lead, be influential, inspire others, persuasive and to present itself appropriately through interpersonal relations/communications, even under considerable pressure to deliver results
• Must set ever-increasing goals and standards of performance, be a self-starter, be able to work independently, as well as have the intellectual curiosity to excel at the job
• Ability to establish methods for monitoring progress toward goals, compliance and patient/customer satisfaction
• Superior project management skills and the ability to be multi-tasking while prioritizing effectively taking into consideration the organization's needs
• Good communication and active listening skills while interacting within the matrix organization
• Must be able to express ideas effectively in individual and group situations adjusting to the characteristics or need of the target audience

Key Stakeholders 

Internal: Patient Relations Organization, Commercial Directors, Training, OEC, Legal, Medical, Regulatory
External: Call Center, technology, privacy and creative Third Party Vendors

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. 

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