Senior Program Manager Ambassador Resource Ctr Tele-Experience- US Patient Services
Senior Program Manager Ambassador Resource Ctr Tele-Experience- US Patient Services
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1 Vacancy
Job Description
Purpose:
The US Patient Services team is an industry leading organization providing unparalleled patient support resulting in improved brand loyalty and patient satisfaction. The Senior Program Manager Ambassador Resource Specialist team reports to the Associate Director and is responsible for identifying creating and implementing practical solutions which drive performance through the Patient Support Services programs for Immunology Specialty and Oncology. The Senior Program Manager serves as a key leader responsible for managing and providing operational and patient experience guidance to Ambassador Resource Specialist functions within the TeleExperience organization.
Responsibilities:
New Product and Initiative Launches
- Involved in the development of operational support for care model launches and initiatives
- Develop operational plan to implement care model launches and initiatives.
- Project management and oversight of new initiatives and program drug launches.
- Call guide development and design.
- Review campaign call flows for new brands and conduct UAT testing.
- Facilitates and implements new omnichannel technology ( SMS TEXT Video Conference).
Liaison With Key Business Partners
- Partners with training to develop content for current and future programs.
- Develops and design pilot programs to enhance the patient experience or improve operational process.
- Work Force Management planning.
- Platform SME (I engage)
Run the Business:
- Primary day to day point of contact for Vendor programs managers and leadership.
- Oversight of escalations and reviews/support corrective action.
- Involved in the development of operational support for care model launches and initiatives.
- Prepares monthly highlights and provide insights.
Performance Management and Insight Development
- Develop Metrics to measure program success.
- Provides oversight and direction on reporting requirements.
- Provided insights on platform development and requirements
- Capacity planning and management.
- Budget planning and operational oversight.
Qualifications :
Qualifications:
- Position requires BS degree in a related area.
- 5 years of experience leading a customer success team operation in either a pharma or healthcare organization.
- 5 years of experience supporting outsourced vendor customer service operations.
- Demonstrated knowledge of business and management principles involved in strategic planning resource allocation leadership technique and coordination of people and resources.
- The role requires strong organizational skills strategic thinking project management leadership skills analytical capabilities and a strong understanding of patient services business areas and products.
- Ability to create develop and implement project plans in a fastpaced environment Ability to clearly communicate complex and technical tasks both written and orally.
- Proven ability to negotiate to achieve winwin business outcomes.
- Proven ability to provide strategic direction and to support the execution of highlevel customer servicerelated strategies.
- Experience working in a metricsdriven environment with responsibility creating and executing plans to achieve desired results.
Key AbbVie Competencies:
- Demonstrated ability to coordinate a crossfunctional team 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 projects and deliver results based on tight timelines.
- Demonstrated history of developing programs that are customercentric including conducting analysis and identifying trends.
- 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 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 shortterm incentive programs.
This job is eligible to participate in our longterm 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 Companys sole and absolute discretion unless and until paid and may be modified at the Companys 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 serving our community and embracing diversity and inclusion. It is AbbVies policy to employ qualified persons of the greatest ability without discrimination against any employee or applicant for employment because of race color religion national origin age sex (including pregnancy) physical or mental disability medical condition genetic information gender identity or expression sexual orientation marital status status as a protected veteran or any other legally protected group status.
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US & Puerto Rico applicants seeking a reasonable accommodation click here to learn more:
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
Company Industry
Key Skills
- Project Management Methodology
- Project / Program Management
- Program Management
- Management Experience
- Microsoft Powerpoint
- Project Management
- Microsoft Project
- Budgeting
- DoD Experience
- Leadership Experience
- Supervising Experience
- Contracts
