Manager, Patient Services Program Design

Lake County, Illinois
Jun 11, 2022
Required Education
Bachelors Degree
Position Type
Full time

Purpose Statement:


The Manager, Patient Services Program Design team member supports the Director, Patient Services Program Design in ensuring an empathetic and compassionate patient experience which supports positive patient outcomes by designing an integrated support program that supports patients, addresses unmet needs, and aligns with brand priorities. This role works closely with the Patient Services Program and Enterprise Strategy team to understand brand requirements and patient needs. They will also work closely with the marketing team, in parallel with the Director, Patient Services Program Design, to ensure a clear understanding of the Patient Support Program value proposition, and designs programs to meet those values. Additionally, this role will work closely with the development team in Patient Services as they pass the program design off to be put into action.


Major Responsibilities:


  • Designs patient support programs based on input from brand teams, the Patient Services Programs team, marketing, and patient insights
  • Oversees the design contractors to design care models
  • Assesses and synthesizes information to redesign care models for existing brands, and makes program updates as needed
  • Collects and analyzes innovative ideas from the Patient Services organization, the broader AbbVie organization, other life science organizations, and/or patient advocacy group programs
  • Works alongside cross-functional workgroups to prototype and test the feasibility of new ideas
  • Assists the Patient Services Programs team to identify program improvement opportunities of brands/Therapeutic Areas that could benefit from specific programs
  • Collects design learnings across brands and Therapeutic Areas to ensure consistent best practices are shared and implemented across care model programs
  • Focuses on designing alternative options and working with MABI to forecast cost and patient impact
  • Serves as the first point of contact for questions from the development team
  • Participates in designing program optimizations and adjustments as identified by the Patient Services Programs team



  • Bachelor’s Degree in Business, Design Learning, Engineering, or related field, Master’s degree preferred
  • 5+ years of experience in healthcare
  • 5+ years of experience working at a hospital / hospital system, med/medtech device company, a managed care organization, and or health and disease management departments
  • Experience in program design and development
  • Experience preparing cost estimates and operating a budget
  • Experience working cross-functionally to gain alignment on customer needs, and objectives and priorities
  • Understanding of patient experience mapping
  • Ability to think strategically about what a program needs to be successful



Key Stakeholders (optional):

PSP Marketing, PSP Franchise Leads, Compliance, MABI