Provide subject matter expertise of program requirements and application status while maintaining a high level of customer service, sense of urgency, reliability, data entry skills, active listening, proper phone etiquette, great verbal and writing skills, and teamwork spirit
As the initial point of contact for patients and HCP's that we support guide callers through the application process to determine resolution of inquiry
Ensure correct information or directs the call to the appropriate team member while maintaining a high level of professionalism
Provides typed documentation of all communications received from calls and provides notification of any urgent orders, shipping related issues and any errors, complaints or adverse drug events to the appropriate party or system
Identifies potential Adverse Event situations for reporting to Pharmacovigilence ensuring
AbbVie meets FDA regulations
Meet performance standards in alignment with predefined metrics
Completes all required training in order to perform all functions in the position e.g., soft skills certification along with program overviews
High School Diploma or GED required. Associate or College Degree Preferred
Previous experience in a call center environment, healthcare office, corporate setting, or
healthcare insurance provider or pharmacy is highly desirable
Understanding and knowledge of commercial and major medical insurance programs, billing
requirements, healthcare benefit investigation processes, prior authorization and appeal
filings
Knowledge of private payers, pharmacy benefits, medical benefits, Medicare Part D, Medicaid and alternate funding resources
Demonstrated organization and problem solving skills to handle patient conversations identify issues and address needs
Must have comfort level with utilizing multiple applications while capturing case information
Proficient with Microsoft Office Program Suite and Lotus Notes Suite including
Excel, Word, Outlook and SharePoint
Ability to maintain professional communication skills and an understanding of how to
maintain a courteous attitude toward customers and fellow employees
Requires critical thinking skills, analytical skills and the ability to work with minimal supervision. Requires strong communication (verbal and written, clear and concise), customer service and interpersonal skills
Must be able to take appropriate action in a stressful environment
Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law:
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.
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:
Health insuranceDental insuranceVision insurance401(k)Paid time offPerformance bonus
Additional Information
This position is responsible for providing high volume call center support and best in class customer service to patients and health care providers. This role will be responsible for educating patients on the enrollment process, handling status inquiries along with scheduling deliveries. This position uses the core CRM system to manage workload, perform activities and route work to other members of the team.
Abbvie · North Chicago, IL