Exceptional Patient Experience Manager

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 www.abbvie.com. Follow @abbvie on X, Facebook, Instagram, YouTube, LinkedIn and Tik Tok. Job Description Purpose: At AbbVie, our business strategies are centered around the patients at the core of everything we envision. The Patient Support Programs Lead will be responsible for overseeing all of AbbVie’s Patient Support Programs, as well as coordinating multiple support functions and activities for the patient’s in-field team. Critical thinking and influence in diverse patient strategies, initiatives and educational interactions would be essential capabilities for this role. This position will report to the Patient Relations Manager and will work cross-functionally with the different Brand Teams, Functional Areas, and Business Partners in designing, implementing, and measuring the effectiveness of key patient solutions and services. Responsibilities Lead AbbVie Care Specialists and Patient Advocates and provide guidance and support, including training, mentoring, and effective feedback to foster a culture of continuous learning and engagement within the team. Implement and monitor metrics to measure the effectiveness and impact of Patient Programs, identify trends and patterns, and make data‑driven recommendations for improvements and cost‑savings opportunities. Establish and maintain a robust system for tracking and reporting Patient Programs metrics, including key performance indicators, progress towards goals, among other relevant business intelligence. Ensure compliance with regulatory requirements and ethical standards in the management and monitoring of AbbVie Patient Programs. Utilize strong analytical, negotiation, and problem‑solving skills to effectively address any challenges or barriers for the success of Patient Programs initiatives. Develop an advanced comprehension of the overall healthcare landscape that encompasses treatment access and affordability to provide guidance and support to the patient’s in‑field team. Define the messaging and positioning for Patient Programs, ensuring alignment with overall brand strategy, timelines, budgets, resourcing, and deliverables. Development of all Patient Programs resources (digital/printed materials and tools) by effectively leading the creative agency in the concept design, realization, and internal material review process. Connect regularly with key stakeholders, including the Affiliate Management Team, Brand Team Leaders, IFT, Team Members and External Business Partners, to assess Patient Programs status and any relevant business decision. Lead and/or collaborate in meetings, workshops, trainings, and conferences to maintain the cross‑functional teams updated on the latest trends and developments in patient engagement, compliance, and quality systems. Qualifications In field experience as sales representative, KAM or similar. 3+ years of relevant experience in the pharmaceutical industry, access and reimbursement support, case management or a related field is preferred. Ability to work in a cross‑functional setting and influencing key stakeholders without direct authority. Candidate should have strong analytical skills; prior experience with analytics or insights is a plus. Audit readiness. Prior experience in developing promotional investment strategy to increase effectiveness of tactics is required. Demonstrated ability to measure the performance of tactics, and provide optimization recommendations. Well‑developed communication skills – both written and oral, strategic thinking and leadership skills. Bachelor’s degree or higher in science, business, public health, or related field. Proven leadership competencies and social skills with an empathetic and caring personality. Ability to build and maintain internal and external networks with key stakeholders. Expertise working with software such as Excel, Word, PowerPoint, Visio, and other related digital tools for reporting and presentations. Experience conceptualizing, designing and/or adapting resources (digital or printed) to improve patient’s health literacy and program outcomes. Fluent in both English and Spanish, with excellent written, verbal, and presentation skills. Strong problem‑solving abilities within complex and compliance‑regulated operations. A highly motivated individual with a strategic mindset and a passion for finding patient‑centric solutions. Additional Information 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: https://www.abbvie.com/join-us/reasonable-accommodations.html. #J-18808-Ljbffr