Manager, Patient Assistance Program Operations

About the Role

As the Pharmacy Solutions PAP Operations Manager, you will provide direction to the team on operational processes and tools needed to administer Patient Assistance Programs (PAPs). You will be responsible for program development, training, and operational excellence to ensure program effectiveness and exemplary patient care. This role requires a comprehensive understanding of healthcare drug reimbursement, including private, government, and health exchange insurance, as well as knowledge of copay structures, benefit designs, and alternate coverage opportunities such as Medicaid, Medicare, and independent copay foundations.

Responsibilities

• Lead and develop a high-performance culture focused on delivering outstanding service to patients and their healthcare providers, exuding a customer service mentality.
• Manage and develop a team of exempt supervisors who provide PAP program oversight and management.
• Possess and apply a broad understanding of environmental considerations affecting medication access, including strong knowledge of access to AbbVie medications.
• Develop and maintain PAP policies and procedures that support regulatory, quality, and legal compliance.
• Communicate issues and initiatives effectively to all levels of the business and management.
• Implement and maintain the effectiveness of the quality system, ensuring compliance with relevant standards.
• Monitor, track, and report program metrics and status to ensure operational excellence.
• Approach activities with the belief that the patient is at the center of everything, managing day-to-day opportunities for improvement in customer service and program design.
• Respond to inquiries from all levels of the organization, patients, and providers to address case-by-case hardships and ensure patients receive necessary care.
• Manage Pharmacy Solutions PAP Teams to provide exceptional customer service while identifying and implementing process improvements to program design, ensuring operations within legal and compliance guidelines.

Qualifications

• Bachelor’s Degree in Business or a Healthcare-related field.
• 5+ years of overall work experience, including a minimum of 3 years in patient and/or physician service programs and/or project management.
• 3+ years of reimbursement service knowledge and background.
• 2+ years of call center experience.
• Fluent in Excel, Word, and PowerPoint; working knowledge of Microsoft Access and Visio.
• Basic knowledge of AbbVie products.
• Knowledge of regulations and standards affecting Pharmaceutical Products (e.g., CFR 210/211, cGMP).
• Knowledge of regulations and compliance requirements affecting Patient Assistance Programs (e.g., PDMA, HIPAA, 21CFR).

Benefits

• Comprehensive package of benefits including paid time off (vacation, holidays, sick leave).
• Medical, dental, and vision insurance.
• 401(k) retirement plan for eligible employees.
• Eligibility to participate in long-term incentive programs.

Pay

The compensation range for this role is based on the job grade and may vary depending on geographic location and other factors. The range will be disclosed to applicants in locations with pay disclosure requirements under state or local law. AbbVie may ultimately pay more or less than the posted range.