Manager, Support Services

Role Summary

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

• Required: Bachelor’s Degree. Comparable or relevant experience will be considered.
• Required: Minimum of 1-3 years in people management.
• Preferred: 2-4 years' experience managing a call center.
• Required: Knowledge of application regulations and standards affecting Pharmaceutical Products, HIPAA guidelines and applicable federal, state, and local regulations related to call center operations, and/or knowledge of regulations and standards affecting Medical Devices.
• Required: Clear understanding of the pharmaceutical or healthcare business.