Manager, Support Services
AbbVie
5 hours ago
Remote friendly (North Chicago, IL)
United States
$109,500 - $208,500 USD yearly
Operations
Purpose
The Manager of Support Services will manage the support center to provide the highest level of service to patients, health care providers (HCP), and internal/external customers. Ensure inbound and outbound calls and inquiries/issues are completed in alignment with key performance indicators. Drive continuous improvement 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.
- Recommend appropriate promotional and business practices.
- Develop and manage relationships with payors, providers, and customers.
- Partner with commercial business partners to align support center operations with marketing initiatives, maximizing patient/customer acquisition and retention.
- Adhere to Code of Business Conduct and Operating Guidelines; manage compliance with IRS, CMS, HIPAA, and OIG guidelines and corporate/division/department procedures.
- Monitor productivity levels; identify optimization opportunities and enable implementation(s) and cost controls.
- Manage a team of Supervisors to drive strong performance.
Qualifications
- Bachelor’s degree (comparable/relevant experience considered).
- 1–3 years people management required.
- 2–4 years call center management preferred.
- Knowledge of regulations/standards affecting pharmaceutical products (HIPAA and applicable federal/state/local regulations) and/or medical device regulations.
- Clear understanding of the pharmaceutical/healthcare business.
Benefits (if eligible)
- Paid time off (vacation, holidays, sick), medical/dental/vision insurance, 401(k).
- Eligible for short-term incentive programs.
The Manager of Support Services will manage the support center to provide the highest level of service to patients, health care providers (HCP), and internal/external customers. Ensure inbound and outbound calls and inquiries/issues are completed in alignment with key performance indicators. Drive continuous improvement 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.
- Recommend appropriate promotional and business practices.
- Develop and manage relationships with payors, providers, and customers.
- Partner with commercial business partners to align support center operations with marketing initiatives, maximizing patient/customer acquisition and retention.
- Adhere to Code of Business Conduct and Operating Guidelines; manage compliance with IRS, CMS, HIPAA, and OIG guidelines and corporate/division/department procedures.
- Monitor productivity levels; identify optimization opportunities and enable implementation(s) and cost controls.
- Manage a team of Supervisors to drive strong performance.
Qualifications
- Bachelor’s degree (comparable/relevant experience considered).
- 1–3 years people management required.
- 2–4 years call center management preferred.
- Knowledge of regulations/standards affecting pharmaceutical products (HIPAA and applicable federal/state/local regulations) and/or medical device regulations.
- Clear understanding of the pharmaceutical/healthcare business.
Benefits (if eligible)
- Paid time off (vacation, holidays, sick), medical/dental/vision insurance, 401(k).
- Eligible for short-term incentive programs.