Manage day-to-day operations to deliver superior customer service.
Monitor internal programs, similar industry programs and regulatory guidance to ensure program relevance and compliance.
Lead and mentor direct reports responsible for operations of designated AbbVie products.
Provide recommendations regarding appropriate promotional and business practices.
Develop and manage relationships with payors, providers, and customers.
Partner with commercial business partners within established guidelines and working relationships to ensure the support center operations are aligned with consumer and professional marketing initiatives to create operational efficiencies that maximize patient/customer acquisition and retention.
Understand and adhere to the Code of Business Conduct, Operating Guidelines as well as appropriate IRS, CMS, HIPAA, and OIG guidelines. Manage adherence to all corporate, division and departmental procedures and policies.
Monitor department and employee productivity levels, identify opportunities to improve optimization and enable implementation s and cost controls.
Manage a team of Supervisors to drive world class leadership and strong 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 call center is preferred.
Clear understanding of the pharmaceutical or healthcare business.
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
Purpose
The Manager of Support Services will effectively manage the support center in order to provide the highest level of service to patients, health care providers (HCP), and internal and external customers and assure 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.
Abbvie · North Chicago, IL