Works cross-functionally with various internal teams to assess the patient journey, develop the patient experience and implement patient support services designed to meet the brand business objectives for optimal support of patients.
Oversees third party vendors' performance through Key Performance Indicators and monitors corrective action plans as necessary.
Contributes actively to governance programs including strategic business reviews, scope or work and leveraging best practices in supplier relationship management.
Manages daily operations of the program which include but are not limited to patient enrolment, on boarding, drug supply coordination, financial assistance, material fulfilment and third-party's field team where applicable.
Adheres to and applies rigorous project management principles and methods to ensure key projects are properly scoped, resourced and managed to meet quality, speed and budget objectives.
Seeks to constantly evolve and improve services, by leveraging the input of internal and external stakeholders.
Manages budgeting for services, including marketing initiatives as required; identifies areas for efficiencies and cost savings; and provides LBEs (Latest Best Estimates) and contingency plans to the Finance team.
Analyzes monthly reports to identify opportunities for improved patient experience and areas of improvement/training in Program Operations.
Identifies training opportunities on new processes as required. Delivers training on program operations when needed.
Identifies changes required to SOP's in response to changing market conditions or compliance guidelines and develops corresponding SOPs.
Works cross-functionally to achieve business objectives and ensure effective collaboration across teams.
Leads, as required, the development and implementation of strategic brand plans and marketing initiatives
Qualifications - External
Education / Experience Required:
Bachelor's degree
Minimum of three (3) years of experience in a similar position.
Experience in patient support program will be considered an asset
Essential skills & abilities:
Ability to develop and maintain credible professional relationships with colleagues, clients, and vendors in order to achieve business goals - a collaborative, team player mindset is essential for success.
Proven capacity to prepare strategies, plan for the future in a changing environment and implement action plans to overcome challenges.
Results driven/knows the business. Quickly resolve issues. Ability to prioritize and make decisions to ensure efficient use of resources and address critical issues impacting the Brand and the Program.
Delivers high-quality patient experience for AbbVie Care members.
Strong analytical skills to interpret data/trends to translate into business/service opportunities.
Communicates effectively with a demonstrated ability to influence stakeholders and strengthen communication channels.
Knowledge requirements:
Advanced French and English language proficiency (oral and written).
Proficient with Microsoft Office Suite (Outlook, PowerPoint, Excel, Word, etc.)
Must be at ease with technology (the use of various tools/systems to perform day-to-day tasks).
Knowledge of Customer Relation Management (CRM) platforms.
AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community. Equal Opportunity Employer/Veterans/Disabled.
US & Puerto Rico only - to learn more, visit https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html
US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:
We have an opportunity for a Program Manager. Reporting to the AbbVie Care Lead they will be responsible for providing strategic direction and will manage tactical, operational and compliance activities associated with the patient support programs, placing the patient at the center of any efforts. The Program Manager will operate within AbbVie's business code of conduct, policies and all applicable laws and regulations across Canada.
The mandate encompasses implementing the strategic direction of the patient support services in close collaboration with the Brand Team. This includes managing the program budget, co-creating marketing materials, and managing projects, which will elevate our patient support services and differentiate the brands.
Abbvie · Montreal, Canada