Company Description

About AbbVie

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 including immunology, oncology and neuroscience - and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on LinkedIn, Facebook, Instagram, X and YouTube.

Job Description

This position is responsible for providing high volume call center support and best in class customer service to patients and health care providers. This role will be responsible for educating patients on the enrollment process, handling status inquiries along with scheduling deliveries. This position uses the core CRM system to manage workload, perform activities and route work to other members of the team.

Responsibilities

Provide subject matter expertise of program requirements and application status while maintaining a high level of customer service, sense of urgency, reliability, data entry skills, active listening, proper phone etiquette, great verbal and writing skills, and teamwork spirit
As the initial point of contact for patients and HCP’s that we support guide callers through the application process to determine resolution of inquiry
Ensure correct information or directs the call to the appropriate team member while maintaining a high level of professionalism
Provides typed documentation of all communications received from calls and provides notification of any urgent orders, shipping related issues and any errors, complaints or adverse drug events to the appropriate party or system
Identifies potential Adverse Event situations for reporting to Pharmacovigilence ensuring
AbbVie meets FDA regulations
Meet performance standards in alignment with predefined metrics
Completes all required training in order to perform all functions in the position e.g., soft skills certification along with program overviews

Qualifications

High School Diploma or GED required.
Previous experience in a call center environment, healthcare office, corporate setting, or
healthcare insurance provider or pharmacy is highly desirable
Understanding and knowledge of commercial and major medical insurance programs, billing
requirements, healthcare benefit investigation processes, prior authorization and appeal
filings
Knowledge of private payers, pharmacy benefits, medical benefits, Medicare Part D, Medicaid and alternate funding resources
Demonstrated organization and problem solving skills to handle patient conversations identify issues and address needs
Must have comfort level with utilizing multiple applications while capturing case information
Proficient with Microsoft Office Program Suite and Lotus Notes Suite including
Excel, Word, Outlook and SharePoint
Ability to maintain professional communication skills and an understanding of how to
maintain a courteous attitude toward customers and fellow employees
Requires critical thinking skills, analytical skills and the ability to work with minimal supervision. Requires strong communication (verbal and written, clear and concise), customer service and interpersonal skills
Must be able to take appropriate action in a stressful environment

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 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.

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

Recruitment Fraud Alert

We have recently become aware of various recruitment phishing scams targeting job seekers. Please be advised:

AbbVie will never request sensitive personal information (such as bank account details, social security numbers, or payment of any kind) during the recruitment process.
If you suspect you have received a fraudulent offer or communication claiming to be from AbbVie, please do not respond, open any attachments, or click on any hyperlinks.

If you have any questions or concerns regarding the authenticity of a communication alleged to have been made by or on behalf of AbbVie, please contact us immediately.

Protect yourself by verifying job offers and communications. Your safety is important to us.

Pay Range: $

23 - 41.5 USD

Abbvie

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