Associate Director, Patient Services Business Design at AbbVie — Mettawa, IL

AbbVie Patient Services is an industry-leading organization, providing unparalleled patient support resulting in superior patient satisfaction. The Associate Director, Patient Services Business Design, serves as a strategic bridge between business vision and operational execution. Reporting to the Director, Business Design, the role operates within the Patient Services Business Design team, applying business architecture principles to translate organizational strategy into actionable capabilities, processes, and roadmaps — enabling people, processes and technology to meet present and future needs of the patient. This individual will work closely with key stakeholders to define the end-to-end business process of our patient support programs ensuring alignment of business objectives, while looking for opportunities to optimize the current state, overcome challenges, drive consistency, and efficiencies in speed to market.

To be successful, this person will have a strong business acumen to enable collaboration across stakeholders, while leading cross functionally to support the strategy. In addition to being highly collaborative, they must have strong written and oral communication skills and be capable of obtaining alignment from multiple key stakeholders across a highly matrixed organization. They should be comfortable with developing relationships across a diverse spectrum of customers, while having the ability to prioritize initiatives based on key impact propositions. This role will be required to clearly evaluate, articulate and partner to drive alignment across diverse business functions given complex interdependencies, specifically Business Technology Solutions, Compliance, Legal, Marketing, Patient Engagement teams, Access and Reimbursement teams, Enterprise Strategy, and vendor partners.

Responsibilities

• Leadership
• Lead a team of direct reports and/or contractors to develop and execute business designs based on provided strategy
• Provide coaching to direct reports to refine skills and enable growth opportunities
• Be a leader in the organization, be seen as a valued resource, and be able to influence without authority
• Influence and persuade across multiple external and internal constituents (stakeholders and partners) to deliver the best solutions to support patients. Infuse AbbVie Ways of Working and Talent Philosophy in day-to-day leadership and interactions with the team.
• Be capable of communicating plans and status at all levels of the organization
• Translate Strategy into Execution
• In partnership with key stakeholders in business units, analyze unit strategy; align on business goals and objectives; and develop actionable plans that connect strategy to people, processes, and technology.
• Identify new areas of opportunity and potential benefits beyond the current organizational thinking. This includes improvements to patient/agent interactions, improvements to reporting, analytic insights, communication across functional areas, efficiency gains, and cost savings.
• Business Capability Mapping
• Identify and model business capabilities and value streams that enable the organization to deliver positive experiences to patients and stakeholders.
• Work as part of a team to leverage best practices, standard procedures and process design, and knowledge to identify opportunities for improvement and/or cost savings.
• Process Design & Optimization
• Analyze operational processes to identify gaps and inefficiencies; develop structured recommendations and frameworks to drive improvement.
• Drives efficiencies in the architecture of these programs based on assigned brand, or above-brand, as needed
• Focus on delivering the appropriate patient/agent experience in alignment with the defined program strategy, providing the patient with the right information at the right time, and through their preferred communication channel.
• Adhere to standards and drive consistency with documentation of business requirements and process flows.
• Continuous review of current state processes to ensure appropriate artifacts are produced for all development efforts, communication strategies are in place and creating the intended dialogue, and processes are formally adjusted as needed to drive efficiency and evolve with changing business needs.
• Architecture Deliverables
• Produce and maintain key artifacts including capability models, operating models, gap analyses, value stream maps, and business roadmaps.
• Support program development and integration efforts with our internal Business Technology Services organization, key stakeholders, and external business partners, by articulating detailed business processes and requirements as well as ensuring their understanding.
• Cross-Functional Alignment
• Provide tactical consultation for care model program business processes supporting customer needs.
• Stakeholder Communication
• Communicate complex concepts clearly to both technical and non-technical audiences; build alignment across senior leadership and functional partners.
• Bachelor’s Degree required, Master’s Degree preferred.
• Experience working in patient services environment preferred
• 7+ years of management experience.
• 7+ years leading teams at the product indication, brand, and enterprise level.
• 7+ years translating business needs into solution design.
• 3+ years in Business Design, Business Architecture, Business Analysis, or Business Solutions Architecture.
• Balance of business acumen, with demonstrated proficiency in application support and process efficiency.
• Proven ability to manage multiple, complex projects in a highly matrixed environment.
• Excellent verbal and written communications skills and highly capable of working at all levels of the organization, including execute level presentations.
• Detail-oriented, efficient, and flexible with strong investigation and resolution skills.
• Ability to understand and strictly follow policy, procedures, guidelines, and design solutions that adhere to compliance standards.
• Experience in healthcare, biopharma, or other regulated environments preferred.
• Excellent stakeholder management, communication, and influence skills.
• Strong understanding of omni-channel platforms, CRM solutions, business intelligence environments, solution design, and development.
• Must be in the office Tuesday, Wednesday, and Thursday.

Key AbbVie Competencies:

• Demonstrated ability to influence others in organizations who do not have reporting linkages.
• Proven ability to negotiate to achieve win-win business outcomes.
• Ability to manage multiple projects at the same time and assure completion by due dates.
• Ability to design process flows and use appropriate tools to document them.
• Ability to identify and document business requirements for cross-functional teams.
• Proven ability to facilitate cross-functional workshops to drive design-focused output.
• 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.
• Ability to apply strategic thinking to the overall business and then develop tactics that best meet the strategic initiatives.
• Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day.)

• 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 long-term incentive programs.