Program Manager Quality and Patient Experience

Lake County, IL, United States
Nov 05, 2020
Quality, Quality Control
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 .

  • Managing both internal and external resources, develop and implement a quality assurance monitoring program, ensuring the HUMIRA Complete experience for each and every patient interacting with the HCRC & ARC.
  • Identify opportunities to improve the customer experience through call monitoring, survey analyses, or any other appropriate means. Participates in calibration and monitoring sessions to ensure program compliance and balance
  • Provides developmental analysis, and strategies, and read outs to operations management, driving continuous development of HCRC and ARC team.
  • Consults with operations to determine training needs, procedural updates, and trainee performance plans. Liaisons with internal and external training resources to direct the development of new or enhanced training resources
  • Based on opportunities identified through call monitoring or new brand team initiatives, develop recommendations on new scripts and call campaigns to support business initiatives. Leads script submission and approval process through regulatory and medical review system.
  • Responsible for timely adherence to compliance and training requirements as determined by internal and external regulatory policies.
  • Supports, as needed, patient escalations using SOPs and defined business rules

  • 4-year Bachelor's Degree
  • Vendor Management, preferably in a customer service environment
  • At least 3 years working with and having responsibility for managing a staff (internal/external)
  • Demonstrated experience and successful outcomes in achieving the tasks outlined in the core job responsibilities
  • At least 2 years working in consumer marketing or customer service
  • Understanding of call center operations and requirements related to a FDA regulated environment
  • Demonstrated ability to coordinate a cross-functional team in order to achieve business objectives; Demonstrated ability to influence others in organizations who do not have reporting linkages
  • Proven ability to negotiate in order to achieve win-win business outcomes
  • Ability to manage multiple projects at the same time and assure completion by due dates; Ability to clearly communicate complex and technical tasks, both written and orally; Ability to apply strategic thinking to the overall business, and then develop tactics that best meet the strategic initiatives
  • Demonstrated ability to manage vendors; Demonstrated ability to manage projects and deliver results based on tight timelines; Demonstrated history of developing programs that are customer-centric

Significant Work Activities
Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)
Yes, 15 % 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.