Senior Analyst, Patient Support AI enabled Programs

Job Description

Job Description

Company Description

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 – immunology, oncology, neuroscience, and eye care – and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at Follow @abbvie on X, Facebook, Instagram, YouTube, LinkedIn and Tik Tok.

Senior Analyst, Patient Support AI enabled Programs

This position is based in Abbott Park in North Chicago, IL (3 days onsite/2 days remote, 100% remote option is not available), relocation assistance is not available for this role.

Purpose:

The position will focus on supporting the development and implementation of a connected customer experience across multiple channels, products and services. Act as a qualified resource to staff, providing support for products and services which require strong technical experience and excellent customer service. The position will focus on the integration of technology with human capital to drive for an efficient and effective service. Provide oversight and direction of project plans, workflows, Q&A, organizing staff and work processes. Effectively collaborate cross-functionally, both within and outside of the business function to deliver results.

Responsibilities:

•Work cross-functionally with various internal teams to deliver patient support services for optimal support of patients and health care professionals in compliance with regulatory guidelines. Ensure customer expectations are met by understanding the full patient experience provided through enterprise services.

•Act as technology expert for all resources both front end and back end which are utilized to deliver the patient support services. This will include customer relationship management systems, telephony, AI platforms (i.e. conversational intelligence) and others.

•Help to create alignment of stakeholders within the scope and strategy of initiatives. This includes the need to collaborate cross-functionally to successfully delivery high quality specialty patient support service programs and deploy best practice solutions.

•Collect organizational insights to develop design requirements and user stories related to people, process and technology changes to drive enhanced services, continuous improvement and process automation.

•Leverage tools, processes and reporting to perform assessments to determine compliance to processes and regulations. Identify potential gaps, design, and implement solutions within the various patient support services processes.

•Identify and lead continuous improvement initiatives and create operational process flows and associated training and roll-out plans as required.

•Uses analytical skills to identify and report risks and recommend potential mitigations impacting process improvements.

•Assist management in securing appropriate levels of resources in order to offer comprehensive support while maintaining a stable and consistent level of quality service.

•Monitor and develop strategies to maximize third party capabilities. Manage relationships of third-party vendors.

•Develops, refines and maintains AI and Machine Learning based speech processing solutions that align with the organization's strategic goals. Responsible for maintaining current and innovative industry knowledge related to AI, ML, SLT, NLP, and other speech analytics tools as necessary for new enhancements.

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•Bachelor’s degree in a discipline appropriate to the environment and 3-5 years experience in patient financial services or relevant healthcare experience preferred, one year of which must be in a leadership/management role. Or a minimum of 5 years experience in patient financial services or relevant healthcare experience, one year which must be in a leadership/management role

•Functional knowledge in several of the following areas: Patient Financial Services, Insurance Market, Specialty pharmacy, Commercial Call Center, Quality, Regulatory, Manufacturing Operations, project management, the Drug Reimbursement process and distribution networks for specialty drugs in private, public and federal preferred

•Experience working both in team setting and independently. Works well with manager guidance to tactically implement strategic objectives while able to manage own time effectively

•Able to communicate across multiple levels of management and functional areas in a clear and concise manner. Able to quickly recognize and escalate issues and risks that might adversely affect project/functional area performance. Manage multiple projects simultaneously and able to act under pressure and against firm deadlines

•Provides leadership in problem solving with teams/groups. Runs small projects to deliver tactical results

•Strong customer focus and ability to manage customer expectations. Knowledge of federal, state, local, and industry regulations and standards and their impact on the functional area

•Strong oral and written communication skills. Able to communicate across multiple levels of management and functional areas in a clear and concise manner

•Familiarity with project management methodology and/or Lean Six Sigma approach

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 short-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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