Sr. Patient Services Training Manager - Xfactor Franchise

Lake County, IL, United States
Sep 10, 2020
Administration, Training
Required Education
Bachelors Degree
Position Type
Full time
About AbbVie
AbbVie's mission is to discover and deliver innovative medicines 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, eye care, virology, women's health and gastroenterology, in addition to products and services across its Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at . Follow @abbvie on Twitter , Facebook , Instagram , YouTube and LinkedIn .

The Sr. Patient Services Training Manager supports a Franchise organization in the strategic planning, design, development, and delivery of training solutions to an in-house and field patient services team for program launch and ongoing training support. The role is responsible for the training needs of multiple, diverse in-field teams, including Patient Outreach, Access and Reimbursement, and Contact Center. The role collaborates with Patient Services business leads to partner for planning, communication, and execution of learning solutions to effectively meet business objectives within a launch environment. This position also will create, lead, and work within cross-functional teams consisting of internal product groups, subject matter experts, business partners, technical groups, OEC/Legal, regulatory review, and external vendors. This role creates content and communications for key learning initiatives and facilitates launch of novel training solutions. The Senior Training Manger ensures Patient Services Training is effectively represented in all training programs and solutions. This role is accountable to quickly build relationships with key internal and external stakeholders, as well as vendor partners, and manage several stakeholders at various levels. The role requires a high level of performance coaching, strategy alignment/execution, and application of training fundamentals to enhance performance learning of participants. The role identifies and implements solutions to address recognized areas of improvement, provide planning and management of multiple training initiatives through a designate instructional design cycle.

Core Job Responsibilities:

  • Responsible for the instructional design and implementation of training solutions for a patient services launch team.
  • Performs strategy assessment and feasibility studies.
  • Plan and manage end-to-end training design, development, and delivery. Ensure that all content is created and developed in accordance with internal business requirements, objectives, goals, and timeframes, and in alignment with OEC/Legal expectations and guidance.
  • Designs, develops, and delivers compliant learning solutions specific to patient support program launch that increases effectiveness and credibility of participants for multiple audiences within patient services.
  • Builds trust and credibility with key stakeholders through regular interaction, evidenced by feedback and proven working partnership.
  • Functions as cross-franchise lead for support of training to Xfactor specific content with brand teams.
  • Leverages existing training core platforms and content within the Franchise to limit duplicative efforts.
  • Demonstrates direct and open communication to key stakeholders resulting in positive relationships and mutual alignment.
  • Demonstrates and applies knowledge of all stakeholder businesses, strategies and priorities and integrates training activities into franchise team business plans.
  • Recognized as a program expert, as well as an expert in areas such as customer and business skills.
  • Make sound business decisions that support business needs while balancing the overall organization needs. Continuously review and identify opportunities to increase team efficiency.
  • Initiate timely and effective decisions. Use educated business judgment to minimize potential risks associated with decisions.
  • Demonstrate advanced negotiation and influencing skills between training and business / vendors for learning objectives success.
  • Executes with direct guidance from senior training leadership, functioning autonomously and with initiative.



  • Bachelor's degree
  • 8-10+ years of experience in pharmaceutical industry as a training manager, program manager, project manager or similar
  • Knowledge of applicable regulations and standards affecting Pharmaceutical Products (e.g. CFR 210/211, cGMP)
  • Prior experience leading patient services launch training projects with regional or national impact
  • Additional experience in patient services training
  • Must have proven experience in identifying training needs and effectively addressing those needs
  • High performing track record and strong understanding of what drives success in a commercial organization
  • Demonstrated ability to work with a variety of individuals at all levels of management to develop partnerships and align training with the business strategy
  • Strategic thinking & business planning skills, necessary to diagnose needs, develop, direct, and influence commercial training and organizational development strategies


  • Registered Nurse strongly preferred
  • Knowledge and exposure to health sciences, patient support programs, market access and/or account management is preferred
  • Knowledge of instructional design systems or extensive experience in training, development of training and curriculum design are also desirable

Significant Work Activities
Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)
Yes, 5 % of the Time
Job Type
Job Level Code
Equal Employment Opportunity
At AbbVie, we value bringing together individuals from diverse backgrounds to develop new and innovative solutions for patients. As an equal opportunity employer we do not discriminate on the basis 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, protected veteran status, or any other legally protected characteristic.