Process Specialist, Customer Operations

The Program Support Specialist is responsible for comprehensive monitoring analysis and support for both fraud prevention and the Per Patient Pricing Program. This role entails managing data review account qualification contract execution and customer correspondenceensuring accuracy and compliance across multiple systems. The Specialist prepares reports conducts ad hoc analyses and provides expert support to both internal and external customers continuously seeking process improvements. Strong analytical organizational and communication skills are essential alongside proficiency in Excel and order management systems. This position requires adaptability initiative and a commitment to delivering exceptional service and maintaining program integrity.

Key Responsibilities

• Uphold and execute SOP monitoring processes including analyzing potential fraud indicators retrieving and reviewing data monthly and documenting cases accurately in Moxie.
• Analyze and qualify accounts for program participation execute contracts and track to completion ensuring all data is maintained in relevant systems.
• Manage shared inboxes for program correspondence including certificate tracking customer inquiries and follow-up.
• Prepare and present clear data-driven reports for governance and cross-functional meetings.
• Conduct ad hoc analyses: investigate flagged accounts assess loss of revenue and identify process improvements.
• Maintain and update tracking files/dashboards (Excel PowerBI ThoughtSpot MOXIE) using advanced Excel skills (nested IFs Pivot tables XLookups SUMIFS).
• Continuously review and recommend modifications to the fraud rules including program process improvements to enhance efficiency and reduce manual work.
• Leverage Microsoft Word formulas to generate personalized letters automatically populating recipient-specific information. Distribute the letters efficiently by sending them to representatives via email and mailing physical copies to customers as required.
• Work independently showing initiative adaptability and critical thinking.
• Collaborate effectively in cross-functional team meetings.

Work Allocation

• 40% Creating case files
• 5% Meetings with finance
• 20% Prepping mail merge files
• 10% Sales representative communication
• 10% Responding to emails in shared mailbox/Moxie/cases
• 5% Follow-ups on certificates
• 10% Mailing out physical letters

Skills & Abilities

• Initiative and sound decision-making
• Critical thinking and timely completion of accurate work with minimal supervision
• Strong prioritization organizational and communication skills
• Effective written and verbal communication
• Ability to work collaboratively and independently
• Adaptability to new technologies and changing processes
• Exceptional phone etiquette and listening skills

Qualifications :

Preferred Qualifications

• Experience with SAP/CRM and/or order management systems
• Strong knowledge of Microsoft Office (especially Excel) and
• Medical aesthetic device experience especially body contouring
• Associate degree or equivalent experience
• 2 years in customer service

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 Companys sole and absolute discretion unless and until paid and may be modified at the Companys 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  & Puerto Rico applicants seeking a reasonable accommodation click here to learn more:

Work :

No

Employment Type :

Full-time