Job Description

AbbVie's mission is to discover and deliver innovative medicines and solutions 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, and eye care – and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at  . Follow @abbvie on  Twitter ,  Facebook ,  Instagram ,  YouTube and  LinkedIn . 

Job Description

The Associate Director, Patient Affordability Support leads cross functional teams responsible for the call center in support of the AbbVie Immunology Franchise co pay assistance programs. In this role, the individual will ensure that the complex rules around the utilization of AbbVie co pay mitigation tactics, including traditional co pay cards, debit cards, rebate programs and other point of sale interventions (e.g., Relay) are fully supported by the IQVIA call center, the Abbvie Internal hub and other field teams, including patient engagement and the Field Access Specialist teams. This requires sophisticated modeling of impacted patients, inbound phone and outbound phone calls, as well as appropriate call center staffing. This individual will work cross functionally with such groups as CCOE (co pay center of excellence), the Abbvie internal hub, marketing, patient engagement, field based reimbursement teams, as well as other internal stakeholders to ensure appropriate support for patients and providers when using AbbVie affordability solutions. The individual will also have program manager reporting into them to assist with the day to day management of the call center and reporting.

Headquarter based responsibilities:

• Manages external hub vendor to ensure that contracted SLAs are consistently met and that programs meet all regulatory, legal and compliance requirements.
• Works closely with CCOE and vendor to forecast patient volume and associated inbound and outbound phone calls with patients, as well as benefit verifications with PBM’s and payers.
• Ensures vendor has an appropriate staffing plan that both meets the needs of patients but is also cost efficient.
• Consistently sets expectations with vendor for milestones and deliverables and constantly monitors progress towards them.
• Identifies and implements opportunities to improve overall quality of call center service.
• Works with AbbVie internal hub to ensure coordination with external vendor to ensure a consistent patient experience.
• Develops call center strategy by engaging customers, field teams, and business stakeholders to identify unmet needs and create strategic solutions. Also leverages market research and all available data to shape strategy. Establishes effective feedback mechanisms to gather regular and detailed customer and field team feedback to support continual improvement of access programs.
• Responsible for regular and ad-hoc reporting on the impact of call center with proactive insights and recommendations on modifications / course corrections to maximize the business value
• Responsible for the management of all associated budgets, working proactively with vendor, the co pay center of excellence and Finance team to meet forecasting timelines and budget expectations per all relevant financial procedures and guidelines

Communication and Leadership

• Manage all forms of communication in a timely and professional manner to ensure customer needs are fully met and all relevant internal stakeholders are appropriately updated.
• Proactive communication and sense of urgency.
• Build enduring internal, cross-functional relationships with a broad base of groups and individuals
• Adhere to all company guidelines, including the highest level of compliance.
• Deliver consistent, positive leadership (without authority) to peers, management, and the various business units.
• Contribute to the ongoing development of the department and the understanding of the business by supporting continuous learning and improvement.
• Assume leadership of assigned and self-initiated projects.

Training and Professional Development

• Actively participate in training and development programs, including classroom sessions and field training.
• Pursue continuing professional education related to health care, reimbursement, and the eye care industry.
• Establish and execute an individual developmental plan (IDP) to ensure ongoing growth and contribution to Allergan.

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hr day) is required

Qualifications

Education

• Bachelor’s degree, MPH or MBA with healthcare focus desirable
• Health care credentialing and/or certification desirable

Experience

• At least eight (8) years or more of related experience within call center or hub operations.
• Experience with complex co pay assistance programs.
• Experience or knowledge with accumulators, maximizers and alternative funding programs.
• Experience with project management and familiarity with CRM platforms and analytical tools
• Experience with co pay programs and specialty pharmacy is desirable.
• In-depth knowledge of specialty care treatment approval and reimbursement processes (i.e., benefit verifications, prior authorizations)

Essential Skills and Abilities

• Demonstrated ability to lead impactful cross functional teams without positional authority.
• Location is preferably Chicago or New Jersey with an ability to travel about 30% of the time.
• Ability to think strategically with proven experience in planning and obtaining buy-in at all levels, including senior management
• Proven project management skills, detailed oriented with the ability to prioritize, and excel in a fast-paced environment
• High impact communications (written and verbal) across cross functional (business and technical) stakeholders
• Strong analytical skills with experience building success metrics and customer service reporting and dashboards to manage multi-vendor services
• Ability to manage large operating budget across multiple vendors
• Ability to work effectively with minimal supervision, able to identify and leverage all required resources to deliver on project goals

Additional Information

Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law: ​

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• The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future.​

• We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.​

• This job is eligible to participate in our short-term incentive programs. ​

• This job is eligible to participate in our long-term incentive programs​

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Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, incentive, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole and absolute discretion unless and until paid and may be modified at the Company’s sole and absolute discretion, consistent with applicable law. ​

AbbVie is an equal opportunity employer and 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.

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