Manager, Patient Assistance Program Operations

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 at www.abbvie.com. Follow @abbvie on LinkedIn, Facebook, Instagram, X and YouTube.

Job Description

The Pharmacy Solutions PAP Operations Manager is responsible for providing direction to the team on operational processes and tools needed to administer Patient Assistance Programs (PAPs).

The PAP Operations Manager will be responsible for program development, training and operational excellence to assure program effectiveness and exemplary patient care. The individual must have a comprehensive understanding of the characteristics of healthcare drug reimbursement including private, government and health exchange insurance. This individual must comprehend copay and overall benefit structure, and alternate coverage opportunities such as Medicaid, Medicare and independent copay foundations.

Responsibilities

List up to 10 main responsibilities for the job. Include information about the accountability and scope.

• Leadership: creates a high performance culture focused on delivering outstanding service to patients and their health care providers. Exudes a customer service mentality. Manage and develop a team of exempt supervisors effectively and efficiently. These direct reports provide PAP program oversight and management
• Knowledge and Expertise: Possess a broad understanding of overall environmental considerations that affect medication access, including a strong knowledge of access to AbbVie medications. Develop and maintain PAP policies and procedures that support regulatory, quality, and legal compliance. Successfully communicate issues and initiatives to all levels of the business and management. Strong analytical, negotiation and problem-solving skills
• Compliance Management: Responsible for implementing and maintaining the effectiveness of the quality system. Monitors, track, and reports program metrics and status
• Customer Relations Management: Approach activities with the belief that the patient is at the center of everything we do. Manage day to day opportunities for improvement of customer service and program design.
• Respond to all levels of the organization as well as patient and providers to work through case by case hardships to assure our patients receive the care they need. Maintain an effective organization and communications network that is capable of responding to the needs of customers, as well as providing an immediate solution to daily problems.
• Responsible for managing Pharmacy Solutions PAP Teams to provide exceptional customer service while identifying and implementing efficient and effective process improvements to program design.
• Accountable for operating the program within legal and compliance guidelines

Qualifications

• Bachelor’s Degree in Business or Healthcare related field
• 5+ years in overall work experience including a minimum of 3 years’ experience in patient and/or physician service programs and/or project management
• 3+ years reimbursement service knowledge and background
• 2+ years call center experience
• Fluent in Excel, Word, and PowerPoint. Working knowledge of Microsoft Access and Visio
• Basic knowledge of AbbVie products
• Knowledge of regulations and standards affecting Pharmaceutical Products (i.e., CFR 210/211, cGMP)
• Knowledge of regulations and compliance requirements affecting Patient Assistance Programs (PDMA, HIPAA, 21CFR, etc)

Additional Information

Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law: ​

• 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. ​

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, incentive, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole and absolute discretion unless and until paid and may be modified at the Company’s sole and absolute discretion, consistent with applicable 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. 

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