Program Manager, Ambassador Resource Center, Patient Services

Company Description
About AbbVie
AbbVie's mission is to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic areas including immunology, oncology and neuroscience - and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us atwww.abbvie.com. Follow @abbvie onLinkedIn,Facebook,Instagram,XandYouTube.

Job Description
Talent will be hired at a level commensurate with experience.
The US Patient Services team is an industry leading organization, providing unparalleled patient support, resulting in improved brand loyalty and patient satisfaction. The Ambassador Resource Center Program Manager reports to the Associate Director, and responsible for the performance management and daily operational oversight of vendor partners executing customer experiences in support of the U.S. Patient Services Ambassador Resource Center, Tele-Experience programs including key performance and quality metrics.
The Ambassador Resource Center Program Manager will be responsible for ensuring a high level of patient service and drive team’s production to exceed goals. The Ambassador Resource Center Program Manager is the primary liaison and manages relationships with key vendor partners.
Responsibilities:
New Product and Initiative Launches:

Partner with OP’s to identify new and existing initiatives and ensure training drives operational goals
Partner with AbbVie senior leadership to identify and drive completion of identified initiatives

Liaison With Key Business Partners

Partner with USPST to drive initiatives across patient services within ARC
Partner with AbbVie Compliance team to drive compliance initiatives across patient services within Team Connex
Partner with IQVIA to ensure systems training is specific to ARC and drives appropriate documentation

Run the business:

Monitor quality scores through Virtual Observe, drive enhanced patient experience through training initiatives
Partner with LO training team to continue to deliver and enhance new hire training
Partner with senior leadership to determine appropriate topics for National Business Meetings and deliver content
Create training content based on project and program needs with adult learning principles in mind
Monitor approved resources to ensure they are in compliance
Submit resources through MRL and ensure they are in compliance
Work with a global compliance team to improve AE training across AbbVie
Partner with LO training team to deliver appropriate training content, drive positive team culture around patient experience, and ensure alignment on training/quality and compliance goals
Partner with Aubrey to ensure training team is meeting short term and long term goals and delivering gamified training experiences
Call guide development and design
Complete compliance remediation reports and partner with LO QA manager to ensure agents are appropriately coached
Provide support to LO leadership by offering leadership training sessions prior to training the agents so they can drive performance results.

Performance Managements

Partner with LO senior leadership to identify gaps in metrics and create training to drive performance and enhanced patient experience
Monitor compliance via VO and Authenticx to ensure we are meeting required business standards
Identify compliance and quality trends and create action plans to improve negative trends.

Qualifications
Position requires BS degree in a related area.
4 to 5 years of Contact Center or Customer Service experience.
2+ years of experience supporting outsourced vendor customer service operations including partnerships with international vendor
Strong interpersonal skills to work across an organization to build strong cross-functional relationships
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.
Must also have deep problem-solving skills.
Key AbbVie Competencies:
Demonstrated ability to coordinate a cross-functional team in order to achieve business objectives
Demonstrated ability to influence others in organizations who do not have reporting linkages
Ability to manage multiple projects at the same time and assure completion by due dates
Ability to clearly communicate complex and technical tasks, both written and orally.
Demonstrated ability to manage vendors
Demonstrated ability to manage projects and deliver results based on tight timelines
Demonstrated history of developing programs that are customer-centric
Ability to apply strategic thinking to the overall business, and then develop tactics that best meet the strategic initiatives

Additional Information
Applicable only to applicants applying to a position in any location with pay disclosure requirements under state orlocal law:
The compensation range described below is the range of possible base pay compensation that the Companybelieves ingood faith it will pay for this role at the timeof this posting based on the job grade for this position.Individualcompensation paid within this range will depend on many factors including geographic location, andwemayultimatelypaymore or less than the posted range. This range may bemodifiedin thefuture.
We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick),medical/dental/visioninsurance and 401(k) to eligibleemployees.
This job is eligible toparticipatein our long-term incentiveprograms.
Note: No amount of payis considered to bewages or compensation until such amount is earned, vested, anddeterminable.The amount and availability of any bonus,commission, incentive, benefits, or any other form ofcompensation and benefitsthat are allocable to a particular employeeremainsin the Company's sole andabsolutediscretion unless and until paid andmay bemodifiedat the Company’s sole and absolute discretion, consistent withapplicable 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, visithttps://www.abbvie.com/join-us/equal-employment-opportunity-employer.html
US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:
https://www.abbvie.com/join-us/reasonable-accommodations.html

What AbbVie Has to Offer
Our work can—and does—have a tangible, lasting impact on millions of people. But it’s not just the results that matter. How we achieve them matters, too. Leading with purpose, we work to build a more sustainable future for generations to come. We do that by putting our expertise, resources and talent to work to make a real difference for patients, communities and our world.

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