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 www.abbvie.com Follow @abbvie on X, Facebook, Instagram, YouTube, LinkedIn and Tik Tok

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.

Responsibilities:

• 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.

Qualifications

• 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.
• Knowledgeable of application regulations and standards affecting Pharmaceutical Products, specifically knowledge of HIPAA guidelines and appropriate federal, state, and local regulations applicable to call center operations, and/or experience and knowledge of applicable regulations and standards affecting Medical Devices.
• Clear understanding of the pharmaceutical or healthcare business.

Additional Information

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

• 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. ​

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 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:

https://www.abbvie.com/join-us/reasonable-accommodations.html