Associate Director, Patient Services Business Design

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

AbbVie Patient Services is an industry leading organization, providing unparalleled patient support, resulting in improved brand loyalty and patient satisfaction.   The Associate Director, Business Process Design is responsible for the progression of business strategies into business program design that enable our 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, 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 value 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.  

Major Responsibilities:

• 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.
• Translates business strategy into the assessment of appropriate processes required to launch new care models.
• Enhances the patient experience within existing care models based on care model performance data and changes in the marketplace.
• Drives efficiencies in the architecture of these programs based on assigned brand, or above-brand, as needed
• 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.
• 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.
• Effectively work with the cross-functional business teams to identify reporting and analytic needs associated with programs, enhancements, and/or new capabilities.   This includes working with the data operations team to ensure the data is centralized in AbbVie’s Patient Services data layer, can be efficiently leveraged by the corresponding BI tool, and provides appropriate visibility across the organization.
• 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.
• Works with department Director and management team to establish priorities and areas of focus.
• Provide tactical leadership and strategic direction of all platform solutions supporting customer needs, as well as AbbVie Patient Services objectives.
• 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.
• 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.
• Leverage standard documentation to drive consistency in the approach.   Best practices will be documented through supporting SOPs and playbooks to drive consistency and facilitate onboarding of new resources.   The overall objective is to streamline processes, reduce overhead, increase effectiveness, and gain efficiencies through leading edge technology platform enablement capabilities.

Significant Work Activities -Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)

• Position requires Bachelor’s degree in a related area
• 7+ years of management experience.
• 7+ years in Enterprise/Program/Project Management experience.
• 7+ years translating business needs into solution design.
• Balance of business acumen, with demonstrated proficiency in application support and process efficiency.
• Proven ability to manage multiple projects in a highly matrixed environment.
• Excellent verbal and written communications skills and highly capable in working with senior team members.
• 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.
• Has a good understanding of data networks, data services, redundancy, integration (middleware) technology.
• Strong understanding of omni-channel platforms, CRM solutions, business intelligence environments, solution design, and development.
   

Key AbbVie Competencies:

• Demonstrated ability to influence others in organizations who do not have reporting linkages.
• Proven ability to negotiate in order to achieve win-win business outcomes.
• 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.
• Ability to apply strategic thinking to the overall business, and then develop tactics that best meet the strategic initiatives.

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. ​

• This job is eligible to participate in our long-term incentive programs​

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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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