Supervisor, Patient Access Specialist

Lake County, IL, United States
Oct 17, 2020
Required Education
High School or equivalent
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 Supervisor of Patient Access Services provides leadership, support and supervision for the Patient Access Specialist team with the Patient Assistance Program (PAP) within Pharmacy Solutions. The individual is a subject matter expert in all aspects of the Patient Access Specialist role including patient and HCP communication, insurance investigation, payer calls, and conduct financial assessments to render the appropriate decision of approval or denial into the program. The supervisor ensures that all day to day activities of the team operate smoothly and seamlessly to provide the best customer experience for both HCP's and Patients. This position is responsible for ensuring all performance metrics, workload deliverables and customer service activities are completed in alignment with business model.

  • Supervise and oversee patient access specialists responsible for coordinating review of all application documents, conducts insurance investigations when applicable assess patient's financial information and provide an outcome status to patients and HCPs
  • Monitors and assigns work, adjusting workload and staffing requirements to ensure that all cases are addressed in a timely and efficient manner while achieving established KPIs and quality goals
  • Perform administrative tasks such as work hour scheduling, attendance monitoring and counseling, vacation request scheduling and overtime allocations. Participate in the hiring process and handle all employee issues for their direct reports
  • Use effective coaching and management techniques to maintain a highly motivated and interactive work staff
  • Meet or exceed department standards relative to performance metrics. Take responsibility and accountability for the day to day execution of tasks and is responsible for providing periodic progress reports on goals and metrics
  • Provide activity metrics, status updates and program intelligence to management on an as needed basis to ensure program success and compliance
  • Responds, investigates and resolves escalated patient cases and communicates to management as deemed appropriate
  • Consistently build and maintain collaborative relationships cross functionally to ensure processes are followed according to business rules and policies
  • Ensure all patient cases are documented in the CRM in accordance with all business rules and policies
  • Readily assists on special project within job scope to provide process optimization when requested by management


  • High school diploma or equivalent required. Bachelor's Degree or Associate Degree in health sciences or business preferred. Comparable or relevant experience will be considered
  • A minimum of 3-5 years' experience within a healthcare provider, PBM, Specialty Pharmacy or Retail/Mail Order Pharmacy setting, strong core insurance (Medical and Pharmacy Benefit) knowledge
  • Previous leadership in a call center, integrated health care provider, managed care, or healthcare insurance setting desired
  • Strong understanding of health care reimbursement channels including; commercial pharmacy, major medical and governmental programs
  • Knowledge of online verification systems or similar experience required
  • High quality customer service skills. Maintains a positive service image at all times even when dealing with challenging issues and unsatisfied customers
  • Proven organizational, time management, and problem solving skills, elevating to management when appropriate
  • Strong analytical skills preferred
  • Ability to express ideas clearly in both written and oral communications
  • Strong attention to detail and with the ability to multi-task required

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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.