Program Manager, Ambassador Resource Center, Patient Services

New Product and Initiative Launches

Partner with OP’s to identify new and existing initiatives and ensure training drives operational goals
Partner with AbbVie senior leadership to identify and drive completion of identified initiatives
Liaison With Key Business Partners

Liaison With Key Business Partners

Partner with USPST to drive initiatives across patient services within ARC
Partner with AbbVie Compliance team to drive compliance initiatives across patient services within Team Connex
Partner with IQVIA to ensure systems training is specific to ARC and drives appropriate documentation

Run the business

• Monitor quality scores through Virtual Observe, drive enhanced patient experience through training initiatives
• Partner with LO training team to continue to deliver and enhance new hire training
• Partner with senior leadership to determine appropriate topics for National Business Meetings and deliver content
• Create training content based on project and program needs with adult learning principles in mind
• Monitor approved resources to ensure they are in compliance
• Submit resources through MRL and ensure they are in compliance
• Work with a global compliance team to improve AE training across AbbVie
• Partner with LO training team to deliver appropriate training content, drive positive team culture around patient experience, and ensure alignment on training/quality and compliance goals
• Partner with Aubrey to ensure training team is meeting short term and long term goals and delivering gamified training experiences
• Complete call guide development and design
• Complete compliance remediation reports and partner with LO QA manager to ensure agents are appropriately coached
• Provide support to LO leadership by offering leadership training sessions prior to training the agents so they can drive performance results

Performance Management

• Partner with LO senior leadership to identify gaps in metrics and create training to drive performance and enhanced patient experience
• Monitor compliance via VO and Authenticx to ensure we are meeting required business standards
• Identify compliance and quality trends and create action plans to improve negative trends.

Qualifications

• BS degree in a related area
• 4 to 5 years of Contact Center or Customer Service experience
• 2+ years of experience supporting outsourced vendor customer service operations including partnerships with international vendor
• Strong interpersonal skills to work across an organization to build strong cross-functional relationships
• The role requires strong organizational skills, strategic thinking, project management leadership skills, and strong understanding of patient services business areas.
• Ability to create, develop, and implement project plans in a fast-paced environment
• Ability to clearly communicate complex and technical tasks, both written and orally
• Ability to apply strategic thinking to the overall business, and then develop tactics that best meet the strategic initiatives

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 long-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