Manager, Patient Services Quality & Compliance

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 including immunology, oncology and neuroscience — and products and services in our Allergan Aesthetics portfolio.

About the role

The Manager of Quality & Compliance (Q&C) reports into the Associate Director of Q&C for AbbVie Patient Services. This role is responsible for overseeing and improving established compliance and quality system processes associated with patient support programs (functional areas of responsibility include Field Reimbursement Managers (FRM) and Customer Solutions Specialists (CSS)). This person should be familiar with quality management system processes (CAPA, Training, Audits, Metrics and Monitoring) as well as change management, process mapping, and continuous improvement tools. This role will support the implementation of the Patient Services Q&C Roadmap and maintain a culture of excellence to ensure a superior experience for partners and patients.

Responsibilities

• Assist with internal and external audit management for internal, supplier, and vendor assessments, and help maintain standard audit process and documentation including remediation oversight.
• Oversee all monitoring activities for functional areas of responsibility.
• Assist with remediation plans for control weaknesses or gaps identified.
• Proactively identify potential noncompliance before occurrence.
• Influence key patient service business leads to implement quality & compliance programs and controls as the FRM compliance SME.
• Develop and monitor appropriate quality metrics for review by management, including inputs into the management review process. Identify and establish critical key performance indicators/metrics across all major areas to monitor system health.
• Provide oversight for the development and maintenance of quality programs, systems, processes, and procedures that ensure compliance with policies and that performance and quality conform to established internal and external standards and guidelines.
• Support a continuous improvement culture that results in simplification and gained efficiencies throughout the business.
• Operate as a key leader in quality efforts and champion an environment of continuous improvement. Integrate the quality system into all aspects, including project management, metrics, and performance review.
• Stakeholder Management: Build cross-functional relationships to ensure end-to-end quality and manage risk.
• Cultivate relationships with existing Q&C business and governing partners, identify new partners, provide awareness of key programs, set expectations, and influence decisions. Increase awareness and knowledge within the business on quality standards and expectations.
• Liaison and Relationship Building: Build collaborative relationships, interact with diverse groups across business and technology functions, and maintain strong working relationships with internal and external collaborators.
• Consistently demonstrate AbbVie's Ways of Working and Leadership Attributes, including an enterprise mindset and people leadership. Understand and execute AbbVie's vision, goals, and strategies.

Requirements

• BS degree in a science-related area. Master’s degree and work experience in the pharmaceutical industry preferred.
• 5+ years of Quality Systems experience with some leadership experience and a demonstrated understanding of relevant regulations and standard operating procedures.
• Physically located in Lake County, Illinois, adhering to a 3-day in-office work schedule.
• Strong organizational, strategic thinking, analytical, and reporting skills, with a strong understanding of patient services and the pharmaceutical business.
• In-depth understanding of pharmaceutical patient centricity, customer service orientation, and quality systems.
• Human relations and administrative skills to establish and maintain effective working relationships with team members, co-leaders, and senior leadership across Commercial, Business Technology Services, Legal, OEC, Manufacturing Operations, Global Medical Affairs, Promotions, Brand teams, and Global Patient Services.
• Sound judgment in evaluating and establishing compliance strategic plans as well as day-to-day situations.
• Conflict resolution skills, including persuasive management techniques.
• Excellent data creation, storytelling, PowerPoint, and analytics skills.
• Excellent verbal, written, presentation, and interpersonal skills.
• Ability to communicate concepts and problems in terms understandable to all levels of the organization, including senior leadership.
• Willingness to travel up to 15% domestically to meet with field-based Reimbursement teams and vendors.

Benefits

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

This role is full-time and based in Mettawa, Illinois.