Program Manager, Ambassador Resource Center, Patient Services at AbbVie — Mettawa, IL

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.
• 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

• 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.