AbbVie

Ambassador Resource Center Program Manager, Patient Experience, Tele-Experience, US Patient

Employer
AbbVie
Location
Lake County, Illinois
Posted
Sep 16, 2021
Ref
2115070
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 www.abbvie.com. Follow @abbvie on Twitter, Facebook, Instagram, YouTube and LinkedIn.

The US Patient Services team is an industry leading organization, providing unparalleled patient support, resulting in improved brand loyalty and patient satisfaction.  The Ambassador Resource Center Program Manager of Quality and Patient Experience reports to the Associate Director, and responsible for the performance management and daily quality and patient experience operational oversight of vendor partners executing customer experiences in support of the U.S. Patient Services Ambassador Resource Center, Tele-Experience programs including key performance quality and patient experience  metrics.    The Ambassador Resource Center Program Manager will be responsible for ensuring a high level of patient service and drive team’s production to exceed goals.  The Ambassador Resource Center Program Manager is the primary liaison and manages relationships with key vendor partners. 

  • Manages and oversees vendor partners, providing day to day oversight for quality assurance monitoring and patient experience.
  • Understands business challenges, responding with relevant quality and patient experience solutions and delivering a consistent industry leading customer experience for Patient Support programs. 
  • Partners with vendor(s) through staff recruitment and selection processes, orientation and training of new team members supporting the Ambassador Resource Center team. 
  • Liaisons and consults with training resources (internal/external) to ensure patient facing team members are knowledgeable on brand program and services available to patients and are prepared to provide an exceptional patient experience.
  • Liaisons and consults with training resources (internal/external) to supports procedural updates and address performance issues through development of new or enhanced training materials and resources.
  • Presents team quality and patient experience performance results and trends to direct supervisor and other members of management. 
  • Participates in calibration and monitoring sessions to ensure program compliance, agent program knowledge, and patient experience.
  • Identifies opportunities to improve patient experience through interaction quality monitoring, survey analysis, or any other appropriate means. 
  • Develops and monitors contact center quality and patient experience metric reporting, acting as needed to ensure performance and quality KPI’s are achieved. 
  • Supports, as needed, patient escalations using SOP’s and defined business rules. 
  • Partners in the development of workshops and other training curriculum for National Meetings, including post meeting deliverables.
  • Creates and manages the approvals of any supporting materials leveraged by Tele-Experience team members, through AbbVie’s regulatory submission process including creation and updating of call guides.
  • Based on opportunities identified through call monitoring or new brand team initiatives, develop recommendations on new call guides and call campaigns to support business initiatives.  Leads call guide submission and approval process through regulatory and medical review system. 
  • Manages program design, development, and delivery phases for program updates or new launches across key third-party partners.    
  • Provides leadership in partnering with the technology organization in identifying and implementing new tools and capabilities to dramatically improve the patient experience.

Qualifications

Qualifications:

  • Position requires AS or BS degree in a related area.
  • 5+ years of Contact Center or Customer Service design/development/facilitation of training and/or quality management experience.
  • 2+ years of experience supporting outsourced vendor customer service operations including partnerships with US or International vendors
  • Healthcare experience perferred
  • Strong interpersonal skills to work across an organization to build strong cross-functional relationships
  • The role requires strong organizational skills, strategic thinking, project management leadership skills, and strong understanding of patient services business areas.
  • Ability to create, develop, and implement project and training plans in a fast-paced environment·
  • Ability to clearly communicate complex and technical tasks, both written and orally.
  • Must also have deep problem-solving skills.

 

 

Key AbbVie Competencies:

  • 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
  • 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.
  • 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
  • Ability to apply strategic thinking to the overall business, and then develop tactics that best meet the strategic initiatives

Significant Work Activities
Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)
Travel
Yes, 5 % of the Time
Job Type
Experienced
Schedule
Full-time
Job Level Code
M
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.