Manager, Access and Reimbursement Support Services

Employer
AbbVie
Location
Lake County, IL
Posted
May 18, 2019
Ref
1903522
Required Education
Bachelors Degree
Position Type
Full time

The primary role is to serve as a day to day lead for the Abbvie X-Factor Patient Services team in regard to the development and implementation of Access and Reimbursement HUB Services.

Responsibilities will include a thorough understanding of the operational architecture and ongoing maintenance of Access and Reimbursement HUB services (ARH) - both internal and external to AbbVie.

Additional responsibilities include:
 

  • Patient Centric Business Acumen: Provide the required patient centric evaluation and advocacy to all ARH programs and developments
  • Ensure all ARH support programs satisfy and integrate with the patient services program from an operational perspective and a customer service experience
  • Full understanding of staffing needs and capacity models ensuring optimal call center traffic is handled per program requirements
  • Identifying IT needs in the HUBs and spear heading the appropriate IT teams to seek and implement technology solutions.
  • Weekly/monthly monitoring of a pre-defined priority list of ARH strategic activities and performance metrics
  • Involvement with all strategic innovation and implementation to the ARH program/platform
  • Anticipation of program needs as environmental events impact the ARH call center (e.g. staffing shortages, unforeseen surges in activity, brand team created demand, Q1 co-pay and insurance surges, contingency plans)
  • Involvement with ongoing general program quality improvements
  • Ad hoc senior management requests

 


Requirements:

 

 

  • Demonstrated customer centric business acumen
  • 3-5 years' experience in customer facing HUB programs (access call centers, PAP program
  • Access and Reimbursement program/call center experience - preferable
  • Experience in a head office, large multi-function matrix - preferable.
  • Demonstrated ability to influence and motivate others, including those whom you had no direct authority
  • Experience working on customer service program operations - preferable
  • Excellent Excel spreadsheet skills
  • Strong planning and organization skills
  • Strong communication, presentation and inter-personal skill
  • Four year undergraduate degree