Director, Commercial Programs Operations

Lake County, Illinois
Jul 28, 2021
Required Education
Associate 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.

  • Provide a high level of commercial programs operations leadership. Motivate and retain employees. Growth and development of direct and indirect reports and attraction of key talent in order to continue to successfully build and sustain the Call Center functional area as well as the Pharmacy Solutions organization.
  • Understand brand business strategies and objectives and appropriately align to them to Pharmacy Solutions commercial operations. Establish voice of the customer and continuous improvement plans to elevate customer service excellence. Serve as the liaison with the Commercial Brand Teams.
  • Directly accountable to General Manager and Senior Management for all Call Center KPIs,established performance metrics,continuous improvement and productivity/efficiency strategies. Design and implement Call Center operational reporting, tracking, and response systems to ensure a high quality zero defect operation. Oversight of ongoing measurement of Customer Satisfaction and utilization of data and trends to build and execute programs to enhance services and satisfaction levels.
  • Directly responsible for short and long term, 5-10 year, Call Center operational and customer service strategies for the organization and customer service department and direct contributor to the strategic planning and overall direction for the call center function of the organization. Directly responsible for oversight and management of Pharmacy Solutions Call Center budget as well as provide insights into the facility/capital planning and expansion for the Call Center functional area.
  • Oversight and positioning of all key Call Center systems and services, including, but not limited to: a) benefits verification, b) referrals, c) pharmacy and medical coverage eligibility, d) prior authorizations, e) patient care coordination, f) Brand commercial patient and HCP programs with outside organizations, such as payors, PBMs and Specialty Pharmacies.
  • Establish Call Center hierarchy and determine current and future exempt and non-exempt staffing requirements. Delegates appropriate authority to team members regarding policies, contractual commitments, expenditures and personnel matters. Provides advice, guidance, direction and authorization to carry out major plans, standards and procedures, that are consistent with AbbVie policies and Senior Management approval.
  • Key contributor and decision maker in the development and implementation of Call Center information systems; intellectual property regarding Call Center operating systems and processes and patient coordination support to exceed customer experience goals and benchmarks; development and integration of Call Center operations knowledge and training into systems that drive physician and patient loyalty, specialty pharmacy decision and utilization support.
  • Manage and build ongoing marketing and provider relationship initiatives to create provider awareness of Pharmacy Systems as the preferred HUB, supply channel and network provider for AbbVie products and support services. Work with health plans, other insurers, pharmacy benefit managers, employer groups, unions, government and other third party programs to coordinate Specialty Pharmacy and associated customer support programs.
  • Represent and promote Pharmacy Solutions to divisional and AbbVie leadership, key physician providers, patient advocacy groups, representatives of government and regulatory agencies, managed care organizations, sales forces, and the general public.
  • Provide management and enforcement of all corporate, divisional, and departmental policies and procedures as well as federal, state, and practice of pharmacy laws, regulations and guidance in order to operate the call center department in a legal and compliant manner. Key contributor to the Pharmacy Solutions Specialty Pharmacy Accreditation filing and process. Oversee and direct the department's safety program to meet all Corporate and OSHA requirements

  • Bachelor's or PharmD degree in Pharmacy, Health Sciences, Engineering or Business required. Graduate degree, customer service and operational excellence experience and or training with a MS, MHA or MBA preferred.
  • Minimum 5-10 years of mail order, specialty pharmacy and or payor call center related experience with at least 3-5 years in an operational, business, and people management capacity. Experience will need to include a well-rounded multifaceted background with proven management and leadership capabilities of large diverse groups and the ability to effectively interact and communicate with senior management and executives from strategic partners and vendors.
  • Leadership experience in a high quality/high volume specialty pharmacy setting. Immunology or injectable experience preferred and experience in working on a start up Call Center, major transition (such as an acquisition) and/or major system implementation in specialty pharmacy setting.
  • Extensive knowledge of retail/specialty/mail order pharmacy Call Center operations, applicable federal, state, and local regulations as well as HIPAA policies and procedures.
  • Extensive knowledge of product patient programs, distribution and reimbursement channels which include third party (commercial), governmental (Medicaid/Medicare), major medical, and managed care. Strong program and project management: Proven track record of successful programs/project implementation within a large health care provider Call Center setting.
  • Solid understanding and comprehension of corporate and departmental level financial management which includes budgeting, short and long term strategic planning, accounts receivable, RCEs etc.
  • Customer focus and results driven: track record of matching capabilities to meet/exceed customer expectations; demonstrated success designing new systems and processes which provide a unique or superior business advantage in the marketplace.
  • People management and sensitivity to diversity and inclusion: strong leadership and interpersonal skills to develop a high performing team; proven ability to recruit exceptional talent and build a “best-in-class” management unit; track record of mentoring and developing strong subordinates capable of assuming greater responsibility; experience managing diverse work forces and achieving cohesion among associates.
  • Ability to work under complex business environment: Track record of developing key business relationships; experience with dependency management - mitigation of delivery risks; proactive management of influence partners. Experience managing multiple customer and patient touchpoints and vendor partners for a high level of customer experience and satisfaction.
  • Strong decision maker with bias for action / execution: Background in promoting clear accountability and focus towards achieving business objectives

Significant Work Activities
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.