Manager, Support Services

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 :

• Bachelors 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 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