Manager, Access and Reimbursement Support Services

Lake County, IL
May 18, 2019
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





  • 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