Lead, Patient Care Coordinator
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 Patient Care Coordinator (PCC) Lead provides subject matter expertise and leadership in a supportive role to Supervisors and Team. The Lead applies advanced knowledge of the PCC role in interactions with the department and patients. This position is key to growing the business by delivering an exceptional customer experience to patients in order to demonstrate the value of utilizing our services. The team provides patients with accurate explanations of their medical and/or pharmacy benefits, financial assistance, and prescription services, in addition to helping troubleshoot issues. The PCC Lead position requires the individual to be able to perform core job responsibilities of a PCC in addition to providing administrative resource support for the functional area supervisors. This position works collaboratively with other areas of the Pharmacy to maximize patients’ access to care.
•Act as a qualified resource for team members, answering questions and troubleshooting situations of various complexities regarding referral processing, insurance benefits, financial assistance, and handling of patient inquiries.
•Provide support to agents with real-time call assistance and patient escalations.
•Provide oversight and direction with day-to-day operations, including monitoring call queue volume and workload to ensure objectives are achieved and making staffing adjustments where needed. Keeping Supervisors updated and escalating situations as needed to maintain service level goals. Generate relevant departmental reports on a regular basis as deemed necessary by management.
•Provide back up support, as needed, to supervisors and to PCCs with inbound/outbound calls during peak volume periods in effort to reduce call overflow.
•Work cross-functionally to identify and share opportunities for process and productivity improvement and to troubleshoot and/or resolve situations, taking ownership as needed.
•Meet or exceed department standards relative to phone and 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.
•Primary point of contact for Training department including providing support for training curriculum and being certified as a side-by-side trainer for new hires. Assist in the creation and modification of work instructions and job aides.
•Provide support to the team, as applicable, in quality monitoring and in identifying, reporting and coaching quality issues.
•Understand and comply with all required training, including adherence to required policies and procedures.
•Perform additional tasks, activities, and projects as deemed necessary by management.
•High school diploma or GED equivalent required. Degree preferred.
•Minimum 3-5 years of work experience in a healthcare or reimbursement setting. Call center preferred.
•Ability to demonstrate strong, accurate technical skills. Must be detail oriented. Must possess knowledge of commercial and government payors, alternate funding resources, reimbursement processes and specialty pharmacy operations.
•Proven leadership and coaching skills. Demonstrated ability to lead and participate within a team, manage multiple priorities and meet associated timelines while maintaining accuracy.
•Must possess professional written and verbal communication skills. Must maintain a positive service image at all times even when dealing with challenging issues and unsatisfied customers.
•Proven organizational and problem solving skills, elevating to management when appropriate.
•Skilled with the use of the Microsoft Office suite of products and the ability to use and effectively learn and navigate other computer systems.
Significant Work Activities
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.