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Manager, Support Services (Hybrid)

Lake County, Illinois
Start date
Feb 5, 2024

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Job Details


The Manager of Support Services will effectively manage the support center to provide the highest level of service to patients, health care providers (HCP), and internal and external customers and ensure that inbound and outbound calls and corresponding inquiries and issues are completed all in alignment with key performance indicators. This role will also drive continuous improvement initiatives for activities and products provided.

  • Manage day-to-day operations to deliver superior customer service and improved access to medication for commercial and uninsured patients.
  • Monitor similar industry programs and regulatory guidance to ensure program relevance and compliance.
  • Lead and mentor direct reports responsible for reimbursement operations for designated AbbVie products.
  • Provide recommendations regarding appropriate promotional and business practices based on reimbursement capabilities.
  • Develop and manage relationships with payors, providers, independent co-pay foundations, alternative funding outlets, etc. to increase the probability of prescription access and fulfillment.
  • Partner with commercial teams within established guidelines and working relationships to ensure reimbursement center operations are aligned with consumer and professional marketing initiatives to create customer-focused operational efficiencies that maximize patient acquisition and retention.
  • Understand and adhere to the Code of Business Conduct, Operating Guidelines as well as appropriate IRS, CMS, HIPAA, and OIG guidelines.
  • Monitor productivity levels, identifying opportunities to optimize operational efficiencies and cost controls, develop and implement changes that will improve those efficiencies and the department’s performance.

  • Bachelor's Degree. Comparable or relevant experience will be considered.
  • Minimum of 1-3 years in people management required.
  • 2-4 years experience managing a reimbursement or call center is preferred.
  • Knowledgeable of application regulations and standards affecting Pharmaceutical Products specifically knowledge of HIPAA guidelines and appropriate federal, state, and local regulations applicable to reimbursement and call center operations.
  • Experience working in retail/mail order/specialty pharmacy or related experience involved in the distribution, dispensing, and reimbursement of pharmaceuticals is preferred.
  • Should possess a clear understanding of the pharmaceutical or healthcare business. Knowledge of federal healthcare programs, commercial payors/providers, managed care organizations and healthcare reimbursement is a plus.

    AbbVie is committed to operating with integrity, driving innovation, transforming lives, serving our community, and embracing diversity and inclusion. It is AbbVie’s policy to employ qualified persons of the greatest ability without discrimination against any employee or applicant for employment because 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, status as a protected veteran, or any other legally protected group status.


    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, and YouTube.

    Stock Symbol: ABBV

    Stock Exchange: NYSE

    Company info
    1 North Waukegan Road
    North Chicago

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