Supervisor, Patient Care Coordinator (Contact Center)

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 Twitter, Facebook, Instagram, YouTube and LinkedIn. 

This role provides leadership, support, and supervision for the Patient Care Coordinator (PCC) contact center team. This contact center team acts as subject matter experts, offering comprehensive program overviews and educating patients, their family members, and healthcare professionals about AbbVie's offerings. They guide patients through the application process, assist with setting up medication delivery, and provide information on the medication refilling process. The supervisor ensures that all day-to-day activities of the contact center team operate smoothly and seamlessly to provide the best customer experience for patients. This position is responsible for ensuring all performance metrics, workload deliverables and customer services activities are completed in alignment with a high touch business model.          

• Supervise and oversee Patient Care Coordinators (PCCs) responsible for assisting patients in a Call Center environment, while proactively collaborating with staff and cross-functional teams to develop innovative solutions for challenging patient access issues.
• Monitor calls and reviewing contact center team’s metrics to ensure accuracy of information, adherence to policies, and excellent customer service to patients.
• Use effective coaching and management techniques to maintain a highly motivated and interactive team. Meet regularly with direct reports to provide direct feedback on their performance and progress against goals. Responsible for writing and communicating performance reviews.
• Monitor workflow and adjust workload and staffing requirements to ensure that all activities are addressed in a timely and efficient manner.
• Perform administrative tasks such as work hour scheduling, attendance monitoring and counseling, vacation request scheduling, and overtime scheduling. Participate in the hiring process and handle all employee issues for their direct reports.
• Meet or exceed department standards relative to performance metrics.  Take responsibility and accountability for the day-to-day execution of tasks and is responsible for providing periodic progress reports on goals and metrics. Elevate issues as appropriate.
• Consistently build and maintain collaborative relationships cross-functionally to ensure a seamless customer experience for patients.
• Identify process improvements to increase operational efficiencies and develop action plan for execution. Assist with the implementation of new projects and products.
• Understand and comply with all required training, including adherence to the policies and procedures of the business and AbbVie.
• Perform additional tasks, activities, and projects as deemed necessary by management.

High School diploma or equivalent required. Bachelor’s degree or Associate Degree preferred. Comparable or relevant experience will be considered

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. ​

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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. 

US & Puerto Rico only - to learn more, visit https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html

US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:

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