Senior Program Manager, OneHUB Intake and Patient Access

OneHub is an industry leading organization providing unparalleled patient support resulting in improved brand loyalty and patient satisfaction.  The Sr Program Manager reports to the Associate Director Intake and Patient Access and is responsible for identifying creating and implementing practical solutions which drive performance through the Intake and Patient Access operations programs specifically in the areas of web chat supporting Skyrizi Rinvoq Qulipta and Ubrelvy.  The Senior Program Manager serves as a key leader responsible for managing the program and vendor and providing operational guidance.

Responsibilities

• Manage and oversee vendor partners and internal staff ensuring team resources are achieving or exceeding all operational KPIs including Quality metrics. 
• Responsible for developing staffing performance plans based on feedback and insights provided through quality assurance monitoring and other performance indicators. 
• Develop web chat metric reporting/platform system reporting and take action as needed to assure KPIs are achieved. Synthesize data/insights and apply this information to program refinement and new initiatives development. 
• Foster a strong customer advocacy focused environment. Help maintain a well-trained highly skilled staff with emphasis on quality customer service retention and proactive service that exceeds ever-changing increasingly complex customer demands. 
• Develop recommendations on new call guides and call campaigns to support business initiatives based on opportunities identified through chat monitoring or new product launches. 
• Analyze and evaluate Tele-Experience patient interactions and contact trends to develop optimization models focused on increasing patient engagement.
• Direct analytics team in primary research projects associated with assessing Tele-Experience/Care Model Operations programs.
• Work with marketing partners to understand brand needs related to Tele-Experience opportunities.
• Create communicate and effectively execute subordinate job responsibilities and provide defined job developmental and or career development plans.
• Own design and develop Standard Operating Procedures as well as other operational processes supporting materials for the organization. 

Qualifications :

• Bachelors Degree in related area. 
• 5 years of experience leading a customer success team or professional services operation. 
• 5 years of experience supporting outsourced vendor customer service operations including partnerships with international vendor. 
• Demonstrated knowledge of business and management principles involved in strategic planning resource allocation leadership technique and coordination of people and resources. 
• 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.
• Proven ability to negotiate in order to achieve win-win business outcome.
• Proven ability to provide strategic direction and to support the execution of high-level customer service-related strategies.
• Experience working in a metrics-driven environment with responsibility creating and executing plans to achieve desired results.

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 thisposting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic locationand 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 commissionincentive 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 anduntil 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